Sr. IT Service Management Specialist

Sr. IT Service Management Specialist
Citizenship: US citizens only

NOTE:

The selected individual will be able to work remotely throughout the U.S.

Position Description

• Maintain the health, performance, and reliability of the Service Now platform.

• Configure and customize Service Now applications, including workflows, forms, business rules,
and reporting capabilities to meet operational requirements.

• Manage user roles, permissions, and access control in alignment with security policies and
organizational standards.

• Provide technical support and issue resolution, ensuring minimal disruption to IT services.

• Monitor system logs and performance, proactively identifying and addressing potential issues.

• Coordinate and implement new features, upgrades, and platform enhancements in line with
release schedules.

• Maintain thorough documentation of configurations, processes, and procedures for compliance
and knowledge sharing.

• Stay up to date with Service Now best practices, emerging features, and relevant federal IT
standards.

• Offer technical leadership in platform design, integration, and optimization efforts.

• Conduct evaluations of new tools or system changes to assess compatibility, performance, and
long-term suitability.

Primary Requirements

• Demonstrated experience in managing and administering Service Now, including platform
configuration, upgrades, and technical troubleshooting.

• Hands-on development experience with custom workflows, scripts, portal design, and system
integrations within Service Now.

• Strong knowledge of ITIL frameworks, and ITSM best practices.

• Proficiency in JavaScript, with working knowledge of SQL, HTML, and CSS.

• Ability to implement and maintain automated processes and workflows.

• Excellent interpersonal skills and the ability to communicate effectively with both technical and
non-technical personnel.

• Experience providing user training and technical documentation.

• Skilled in problem-solving and root cause analysis.

• Familiarity with IT security policies, firewalls, and cybersecurity principles in a government
context.

Secondary Requirements

• Experience working in an Agile environment with tools such as Microsoft Azure Dev Ops.

• Prior experience supporting government agencies or contracts.

• Strong organizational and analytical skills; ability to manage multiple tasks and priorities in a
dynamic environment.

Certifications:

• Service Now Certified System Administrator

• Service Now Certified Application Developer

• ITIL Foundation Certification

Education:

• Bachelor's degree in computer science, information systems, or a related discipline.

• At least 5 years of experience in IT support, system administration, or a related technical field.

• Minimum of 3 years of Service Now ITSM experience in a development or consulting role.

Additional Provisions:

• Pass both a client mandated clearance process to include drug screening, criminal history check and credit check.

• All candidates must be a US Citizen

• Candidate must have lived in the US for the past 5 years.

• Cannot have more than 6 months travel outside the United States within the last five years. Military Service excluded. (Exception does not include military family members.)