ServiceNow Systems Administrator, Senior

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Service Now Systems Administrator, Senior

Your combination of people skills and systems administrator knowledge makes you the team hero, solving one problem after another. What if you could use those skills to improve the technology supporting the DoW? We’re looking for a system administrator who specializes in Service Now administration to help us operate and maintain customer systems.

• Implement and support technical solutions to deliver business requirements, with a focus on Service Now-based applications and workflows.

• Administer the Service Now platform, including patching, upgrades, instance management, and MID server monitoring and maintenance.

• Configure and maintain core Service Now modules, including Incident, Problem, Change, Knowledge, Request, Configuration Management (CMDB), Service Catalog, Service Portal, and project or portfolio management capabilities.

• Plan, design, build, test, and deploy configuration changes such as forms, workflows, notifications, UI actions, and integrations.

• Develop and maintain scripts, workflows, and automation using Service Now scripting and orchestration tools.

• Build and evolve reports, dashboards, and performance metrics to support operational visibility and decision-making.

• Configure RBAC, secure authentication, and user access for ITSM applications in accordance with DoD security best practices.

• Support ITSM deployments within secure and air-gapped federal environments, including on-prem Service Now instances, and provide Operations & Maintenance (O&M) support patching, monitoring, performance analysis, and platform optimization.

• Troubleshoot and resolve ITSM platform and process issues, providing timely support to end users and process owners.

• Collaborate and partner with government stakeholders and process owners to gather requirements, document process designs and workflows, and drive Continual Service Improvement (CSI).

• Participate in Agile ceremonies, technical reviews, and testing.
• Provide training and mentorship to junior administrators and end users on ITSM functionality and best practices, and stay current with Service Now updates, features, and industry trends.
• Identify and evaluate opportunities to improve services, automate processes, and enhance user experience

You’ll help clients overcome tough challenges through monitoring and performance management. Your knowledge will be vital as you identify problem areas and opportunities for improvement in a mission-critical network. Your communication skills will come in handy as you turn metrics into information and articulate their meaning.

We focus on growing as a team, so we’ll share techniques, work through challenges, and develop new methodologies together. Work with us and resolve daily challenges.

Join us. The world can’t wait.

• 12+ years of experience working in the Information Technology field
• Experience designing, configuring, and maintaining Service Now ITSM applications Incident, Problem, Change, Request, Service Catalog, Knowledge, and Service Level Management with a strong command of ITIL and Service Now best practices and hands-on troubleshooting
• Experience building Service Now workflows and automation, including Flow Designer, business rules, UI policies and actions, client scripts, notifications, approvals, and assignment rules, to support end-to-end ITSM processes
• Experience administering platform security and supporting deployments in secure, air-gapped federal environments including RBAC, secure…