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Job Description & How to Apply Below
Citizenship: US citizens only
NOTE:
The selected individual will be able to work remotely throughout the U.S.
- Maintain the health, performance, and reliability of the Service Now platform.
- Configure and customize Service Now applications, including workflows, forms, and business rules.
- 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.
- 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.
- 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.
- Service Now Certified System Administrator
- Service Now Certified Application Developer
- ITIL Foundation Certification
- 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.
- 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.)
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