Demonstrated experience in managing and administering ServiceNow
Strong knowledge of ITIL frameworks and ITSM best practices
Proficiency in JavaScript, with working knowledge of SQL, HTML, and CSS
Bachelor's degree in computer science, information systems, or a related discipline
Requirements:
Maintain the health, performance, and reliability of the ServiceNow platform
Configure and customize ServiceNow applications to meet operational requirements
Provide technical support and issue resolution to ensure minimal disruption to IT services
Monitor system logs and performance, proactively identifying and addressing potential issues
Job description
Sr. IT Service Management Specialist
Citizenship: US citizens only
NOTE: The selected individual will be able to work remotely throughout the U.S.
Position Description
• Maintain the health, performance, and reliability of the ServiceNow platform.
• Configure and customize ServiceNow applications, including workflows, forms, business rules,
and reporting capabilities to meet operational requirements.
• Manage user roles, permissions, and access control in alignment with security policies and
organizational standards.
• Provide technical support and issue resolution, ensuring minimal disruption to IT services.
• Monitor system logs and performance, proactively identifying and addressing potential issues.
• Coordinate and implement new features, upgrades, and platform enhancements in line with
release schedules.
• Maintain thorough documentation of configurations, processes, and procedures for compliance
and knowledge sharing.
• Stay up to date with ServiceNow best practices, emerging features, and relevant federal IT
standards.
• Offer technical leadership in platform design, integration, and optimization efforts.
• Conduct evaluations of new tools or system changes to assess compatibility, performance, and
long-term suitability.
Primary Requirements
• Demonstrated experience in managing and administering ServiceNow, including platform
configuration, upgrades, and technical troubleshooting.
• Hands-on development experience with custom workflows, scripts, portal design, and system
integrations within ServiceNow.
• Strong knowledge of ITIL frameworks, and ITSM best practices.
• Proficiency in JavaScript, with working knowledge of SQL, HTML, and CSS.
• Ability to implement and maintain automated processes and workflows.
• Excellent interpersonal skills and the ability to communicate effectively with both technical and
non-technical personnel.
• Experience providing user training and technical documentation.
• Skilled in problem-solving and root cause analysis.
• Familiarity with IT security policies, firewalls, and cybersecurity principles in a government
context.
Secondary Requirements
• Experience working in an Agile environment with tools such as Microsoft Azure DevOps.
• Prior experience supporting government agencies or contracts.
• Strong organizational and analytical skills; ability to manage multiple tasks and priorities in a
dynamic environment.
Certifications:
• ServiceNow Certified System Administrator
• ServiceNow Certified Application Developer
• ITIL Foundation Certification
Education:
• Bachelor's degree in computer science, information systems, or a related discipline.
• At least 5 years of experience in IT support, system administration, or a related technical field.
• Minimum of 3 years of ServiceNow ITSM experience in a development or consulting role.
Additional Provisions:
• Pass both a client mandated clearance process to include drug screening, criminal history check and credit check.
• All candidates must be a US Citizen
• Candidate must have lived in the US for the past 5 years.
• Cannot have more than 6 months travel outside the United States within the last five years. Military Service excluded. (Exception does not include military family members.)
