ServiceNow Systems Engineer

Service Now Systems Engineer

Full Time Tampa, FL, US

The Service Now Systems Engineer supports the development, test, and production Service Now environments for the USCENTCOM Information Technology Services (CITS) Program, directly supporting the USCENTCOM J6. This position is based in Tampa, FL and is responsible for sustaining and enhancing Service Now capabilities within a classified environment, ensuring system stability, integration, and alignment with enterprise IT service management objectives. The role supports ongoing operations, maintenance activities, and projects while collaborating closely with technical teams, stakeholders, and end users.

• Maintain and support Service Now development, test, and production environments.
• Perform system maintenance, workflow development, bug fixes, enhancements, and platform upgrades.
• Configure and customize core Service Now applications, including Incident, Problem, Change, Request, and Service Catalog, in accordance with best practices.
• Configure application fields, forms, views, email notifications, access controls, and acceptance roles.
• Collaborate with the CITS Cloud team to implement Service Now solutions and integrations with other enterprise systems in a classified Impact Level 6 (IL6) environment.
• Support technical implementation activities to ensure interoperability and system reliability.
• Assist with the implementation and support of IT Operations Management (ITOM) and IT Asset Management (ITAM) capabilities, including discovery, asset management, service mapping patterns, and event management.
• Configure and maintain Service Now Strategic Portfolio Management (SPM) modules, supporting Agile Development, Demand Management, Project Management, Portfolio Management, and Resource Management.
• Develop dashboards, KPIs, and reports to provide visibility into portfolio performance, risks, and opportunities.
• Work with database administrators to support MariaDB, including installation, optimization, indexing, and coding.
• Monitor system stability to prevent service degradation or interruption.
• Conduct risk assessments to identify potential gaps and recommend mitigation strategies.
• Support the CSI Lead by evaluating recommended initiatives and driving delivery of advanced ITSM processes and tooling solutions aligned to customer use cases.
• Assist in delivering enterprise best practices aligned with ITIL, Agile, and PMBOK frameworks.
• Maintain customer relationships in support of lifecycle replacement of IT hardware across the enterprise.
• Work directly with end users to resolve Service Now-related support issues and provide guidance on SPM functionality and best practicess.
• Ensure consistent and regular attendance and perform other related duties as assigned.

• Bachelor’s degree in computer science, information systems, or a related field, plus at least 8 years of relevant experience.
• 3–5 years of hands‑on experience administering and maintaining the Service Now platform.
• Service Now Certified System Administrator (CSA) certification.
• Strong hands‑on experience with MariaDB, including installation, database optimization, and indexing.
• Applicable DoD 8140 or DoD 8570 certification.
• Active TS/SCI security clearance.

• Service Now ITSM Implementer certification.
• Experience applying best‑practice engineering methodologies.
• Demonstrated knowledge of Incident, Problem, Change, Knowledge Management, and Request Fulfillment processes.
• Hands‑on experience with Service Now development technologies, including HTML, CSS, AngularJS, Jelly scripts, and RESTful API web services.
• Willingness to travel up to 10% annually, including OCONUS travel, to support USCENTCOM exercises.