ServiceNow Admin​/Developer

Position Overview

The Service Now Admin/Developer supports the administration, configuration, enhancement, and ongoing performance of Service Now capabilities within a client enterprise environment. This role combines platform administration with application development to maintain reliable service delivery, implement enhancements, and support secure, scalable workflows aligned to operational requirements.

The position works across stakeholders, technical teams, and end users to configure modules, troubleshoot issues, automate administrative tasks, and maintain platform health. The role also contributes to documentation, change control, and continuous improvement activities that strengthen platform stability, usability, and supportability in a remote delivery model.

• Administer and maintain the Service Now platform, including configuration, upgrades, patching, user support, and day-to-day operational sustainment of platform services.

• Develop, configure, and enhance Service Now applications, workflows, forms, catalogs, business rules, and integrations to meet client and enterprise requirements.

• Troubleshoot platform and application issues, perform root cause analysis, and resolve incidents and service requests in accordance with established escalation and change control procedures.

• Support platform monitoring, system performance analysis, and maintenance activities to ensure availability, reliability, and secure operation of Service Now solutions.

• Create and maintain technical documentation, configuration records, user guidance, and operating procedures to support consistent administration and knowledge transfer.

• Collaborate with cross-functional teams to gather requirements, evaluate enhancement requests, and implement solutions that improve service management processes and user experience.

• Apply scripting and automation techniques to streamline repetitive administrative tasks and improve operational efficiency across the platform environment.

• Coordinate with internal teams and external vendors as needed to implement fixes, support upgrades, and maintain alignment with enterprise standards and client expectations.

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field.

• Five or more years of relevant professional experience in platform administration, application support, systems administration, or related IT roles.

• Service Now Certified System Administrator (CSA) certification is required.

• Service Now Certified Application Developer certification is required.

• Demonstrated experience administering enterprise platform environments, troubleshooting system issues, supporting upgrades and maintenance, and documenting technical configurations and procedures.

• Ability to support a Public Trust environment and work within a U.S. citizen staffing requirement.

• Strong written and verbal communication skills, analytical problem-solving ability, and the capacity to work independently in a remote operating environment.

• Experience developing and configuring Service Now modules, workflows, forms, service catalogs, and platform automations in support of enterprise IT service management operations.

• Experience and familiarity with the VA Enterprise Service Desk.

• Familiarity with incident response, change control, backup or restore support, and operational monitoring within cloud or enterprise application environments.

• Experience working in a federal or similarly regulated client environment with structured documentation, auditability, and security expectations.

• Working knowledge of scripting, workflow automation, and integration patterns used to improve platform efficiency and service delivery.

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary…