Senior ServiceNow Administrator

Job Details

Job Category:
Information Technology
Time Type:
Full time
Minimum Clearance Required to Start:
None
Employee Type:
Regular
Percentage of

Travel Required:

Up to 10%
Type of Travel:
Local

CACI are seeking a Senior Service Now Administrator to provide advanced operations and maintenance (O&M) support for a large-scale federal Service Now environment. This senior role oversees the stability, performance, and optimization of both standard and custom Service Now applications, ensuring the platform meets evolving mission and business needs. The ideal candidate will combine technical depth with operational discipline to lead environment management, troubleshoot complex issues, and guide configuration best practices.

• Lead administration, configuration, and lifecycle management of the Service Now platform, including ITSM, ITOM, and custom applications.
• Perform O&M activities, including upgrades, patching, cloning, and performance tuning across multiple environments.
• Manage user access controls, roles, and permissions consistent with federal security and governance requirements.
• Troubleshoot complex incidents, service requests, and performance issues, coordinating with developers and infrastructure teams.
• Oversee data integrity and CMDB accuracy, ensuring alignment with ITIL and agency asset management standards.
• Develop and maintain custom workflows, business rules, and automation scripts to enhance platform functionality.
• Collaborate with functional teams to implement new modules and features aligned with mission objectives.
• Maintain comprehensive system documentation, SOPs, and configuration baselines.
• Ensure platform compliance with Section 508, FedRAMP, and federal cybersecurity policies.
• Provide mentorship, technical guidance, and best practice recommendations for junior administrators and support staff.

Required:

• Bachelor’s degree in Computer Science, Information Systems, or a related field.
• 15+ years of progressive IT experience, including 7+ years administering Service Now in an enterprise or federal environment.
• Demonstrated mastery of Service Now ITSM, CMDB, and Service Catalog configuration and management.
• Deep understanding of Service Now platform architecture, security, and API/integration capabilities.
• Proven success performing instance upgrades, patch management, and system optimization.
• Strong scripting skills in JavaScript, Glide API, and Flow Designer.
• Excellent analytical, documentation, and problem‑solving skills supporting mission‑critical environments.

• Service Now Certified System Administrator (CSA) — required or must be obtained within 90 days of hire.
• Service Now Certified Implementation Specialist (CIS) certification in ITSM, HRSD, or ITOM.
• Familiarity with Agile methodologies, ITIL v4 frameworks, and federal O&M processes.
• Experience supporting FedRAMP Moderate or High systems in compliance with FISMA and NIST 800-53 controls.

• A culture of integrity. At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high‑performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.
• An environment of trust. CACI values the unique contributions that every employee brings to our company and our customers – every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
• A focus on continuous growth. Together, we will advance our nation’s most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground – in your career and in our legacy.
• Your potential is limitless. So is ours.

Learn more about CACI here.

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows…