Tier 0 ServiceNow Administrator​/Self-Service Specialist; Senior

DecisionPoint seeks a Tier 0 Service Now Administrator / Self-Service Specialist to manage and improve self-service capabilities supporting the USMEPCOM ENLIST program. This position administers the Service Now self-service experience, service catalog, knowledge content, ticket-routing rules, approved workflows, dashboards, and automation used to help customers resolve common issues or submit accurate service requests.

The Tier 0 Service Now Administrator / Self-Service Specialist works with the Service Desk, ITSM process owners, technical support teams, and Government stakeholders to convert recurring incidents and requests into reusable knowledge, guided self-service experiences, and approved automated resolutions. The position uses service data and customer behavior to identify opportunities to reduce avoidable tickets, improve routing accuracy, accelerate resolution, and strengthen the overall customer experience.

This role requires a combination of Service Now platform administration, service-desk knowledge, workflow analysis, technical writing, and continual improvement. The successful candidate will ensure that self-service capabilities are accurate, accessible, supportable, and aligned with Government-approved processes.

This position is remote, with Chicago-area candidates preferred.

Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

The Tier 0 Service Now Administrator / Self-Service Specialist will:

• Administer and maintain approved Service Now Tier 0 and customer self-service capabilities.

• Configure and maintain the Service Now self-service portal or employee-facing service experience.

• Maintain service-catalog items, record producers, request forms, variables, categories, descriptions, and fulfillment information.

• Configure and maintain approved ticket-routing rules, assignment logic, notifications, and escalation workflows.

• Ensure incidents and requests submitted through self-service channels are correctly categorized, prioritized, assigned, and routed.

• Maintain approved workflows and automations supporting common service requests and recurring technical issues.

• Coordinate with Service Now developers or platform engineers when a requested enhancement requires custom development, integration, or advanced scripting.

• Work with technical support teams to identify recurring incidents that can be addressed through knowledge articles, guided troubleshooting, automation, or improved service-catalog content.

• Convert technical procedures and subject-matter expert input into clear, reusable customer guidance.

• Create, revise, publish, and retire knowledge articles in accordance with approved knowledge-management processes.

• Maintain article ownership, review dates, version history, approvals, metadata, categories, keywords, and related content.

• Review knowledge articles for accuracy, readability, consistency, security, accessibility, and customer usefulness.

• Ensure self-service content does not expose sensitive system, security, operational, or personally identifiable information.

• Monitor knowledge gaps and recommend new content based on incident trends, customer searches, unsuccessful searches, repeated requests, and technician feedback.

• Link relevant knowledge articles and self-service guidance to incidents, requests, catalog items, and automated responses.

• Develop reusable troubleshooting guides, frequently asked questions, decision trees, job aids, and guided-resolution content.

• Configure and maintain Service Now dashboards and reports supporting Tier 0 and self-service performance.

• Track self-service adoption, knowledge use, ticket deflection, search effectiveness, routing accuracy, request completion, abandonment, reassignment, and resolution trends.

• Analyze tickets that were incorrectly routed or submitted with incomplete information and improve the associated forms, instructions, or assignment rules.

• Identify high-volume, repetitive, and low-complexity requests that may be suitable for approved automation.

• Document proposed workflow and automation changes, including business requirements, expected outcomes, dependencies, risks, and acceptance criteria.

• Configure approved changes within authorized Service Now environments and established access boundaries.

• Develop and execute test cases for catalog items, forms, routing rules, workflows, notifications, dashboards, and self-service functionality.

• Coordinate user…