ServiceNow Administrator

The Opportunity

CNCI International is seeking a Service Now Administrator to support a highly complex, mission‑critical scoped and global application that serves the Department of Homeland Security (DHS). In this role you will provide high‑level technical planning, execution, and support for software systems and subsystems, ensuring the stability and effectiveness of the Service Now platform.

• Work closely with the Service Now leadership team to support the DHS customer and their needs.
• Support Service Desk operations, create reports and dashboards, and coordinate support as needed from additional resources.
• Perform account management tasks, including the creation and deletion of accounts, adding roles, and managing groups and entitlements within the platform.
• Apply intermediate level ITIL knowledge to guide strategic discussions and direction in evolving the service catalog, self‑service capabilities, CMDB, asset, incident, problem, change, service level, knowledge, and request management design, workflow, implementation, and overall best practice.
• Assist with the overall structure and content of the system, documentation, and creation of knowledge articles, working directly with customers and fulfilling services including Incident and Request tickets.
• Present improvement ideas, analyze requests for change, draft and update system design documentation, implement approved system change requests under change guidance, interface with users, and support testing.

• Ability to obtain DoD Security Clearance.
• Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD) – Active EOD preferred.
• BA/BS + 7 years of relatable experience.
• 2+ years of experience in Service Now administration.
• Strong, up‑to‑date working knowledge of Service Now modules and applications:
  Service Catalog(s), Change, Incident, Problem, Knowledge, User and Asset Management, and dashboards & reporting.
• Successful problem‑solving and debugging skills. Ability to analyze, troubleshoot, and resolve issues quickly in Service Now instances.
• Familiar with SDLC, Agile development methodologies, and ITIL framework.
• Experience working in an iterative and agile development environment.

• Proficiency in JavaScript is a plus.

The proposed salary range for this position is $75,200 – $158,100. CACI offers competitive compensation, benefits, and learning and development opportunities, including comprehensive healthcare, wellness, financial, retirement, family support, continuing education, and time‑off benefits.

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.