ServiceNow Engineer; Clearance Required

Connsci is seeking a Service Now Engineer to support the Information Technology Division of one of our federal customers. This role will act as a subject matter expert on Service Now platform capabilities, providing guidance and recommendations to stakeholders and project teams. They will also provide remote administration, maintenance, configuration, and enhancement support for a Service Now environment, including IT Service Management (ITSM), core Asset Management, Hardware Asset Management Professional (HAM Pro), Software Asset Management Professional (SAM Pro), and Strategic Portfolio Management (SPM).

In this role you can expect to:

• Act as a subject matter expert on Service Now platform capabilities, providing guidance and recommendations to stakeholders and project teams.
• Lead Service Now Support interactions with Cases, Changes and Requests, and escalations.
• Develop and maintain Service Now Service Portal components, widgets, pages, and the Now Mobile interface to enhance user experience and accessibility.
• Conduct Knowledge Transfer sessions with ITD Service Now administrators for development and administrative changes made.
• Collaborate with stakeholders to identify workflow requirements and streamline business processes.
• Develop and maintain Service Now Performance Analytics dashboards and indicators to provide insights into platform usage and performance.
• Develop and maintain Service Now scripts, including Business Rules, Client Scripts, Script Includes, UI Policies, and UI Actions.
• Develop and maintain Service Now Service Catalog items, Request Fulfillment workflows, and Service Level Agreements (SLAs).
• Monitor and troubleshoot the performance of the Service Now environments (Dev, Test, and Production Instances). Conduct routine Service Now ITSM and Core platform health assessments, ensuring peak performance and availability. Provide assessment report to Platform Owner or Gov Stakeholder.
• Manage user access, roles, and permissions.
• Configure and enhance core applications including, but not limited to, Service Catalog, Employee Center, Knowledge Base, Now Mobile, SPM and Change Management.
• Develop and maintain platform update sets.
• Perform regular platform updates and patches, ensuring system stability and security compliance.
• Administer platform clones and software upgrades, including remediation of Skipped Records. Establish a rollback plan for upgrades, ensuring minimal disruption in case of unforeseen issues.
• Implement and maintain Service Now security policies, roles, and access controls, ensuring data confidentiality and compliance with regulatory requirements.
• Design, implement, and maintain Service Now workflows, forms, reports, and dashboards.
• Conduct testing and debugging workflows to ensure accuracy and reliability.
• Configure and maintain Service Now integrations with third-party systems, ensuring data integrity and seamless communication.
• Provide technical expertise and guidance during the planning and execution of Service Now platform projects, including upgrades, migrations, and new implementations.
• Collaborate with project managers, business analysts, developers, and other stakeholders to define project requirements, milestones, and deliverables.
• Participate in project scoping, estimation, and resource planning activities, providing technical feasibility and effort estimation input.
• Support project testing activities, including unit testing, integration testing, and user acceptance testing, to ensure the quality and reliability of deliverables.
• Assist in the deployment and post-deployment activities for Service Now projects, including configuration management, release planning, and validation testing.
• Document project-related configurations, customizations, and integrations, capturing lessons learned and best practices for future reference.
• Work assigned service tickets and tasks IAW the Acceptable Quality Level (AQL).
• Develop standard operating procedures, knowledge base articles, technical bulletins, and other documents supporting the IT Division.

• Ability to assess service requests, identify dependencies, estimate effort, and communicate technical recommendations clearly.
• Strong analytical, troubleshooting, documentation, and customer-service skills.
• Ability to work effectively with technical teams, business stakeholders, administrators, and Power Users in a remote Federal environment.

• Bachelor's degree in information technology, computer science, information…