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ServiceNow Administrator

2 months ago

Herndon, United States Navitas Full time
Job DescriptionJob DescriptionServiceNow Administrator
(Public Trust - HRPT)Who We Are:
Since our inception back in 2006, Navitas has grown to be an industry leader in the digital transformation space, and we’ve served as trusted advisors supporting our client base within the commercial, federal, and state and local markets.

What We Do:
At our very core, we’re a group of problem solvers providing our award-winning technology solutions to drive digital acceleration for our customers With proven solutions, award-winning technologies, and a team of expert problem solvers, Navitas has consistently empowered customers to use technology as a competitive advantage and deliver cutting-edge transformative solutions.

What You’ll Do:
Perform the day-to-day administration of the ServiceNow platform, manage lifecycle upgrades, oversee the integration with new systems, and support end users.  Continuously evaluate emerging ServiceNow features, proposing and implementing enhancements aligned with organizational goals.

Responsibilities will include but are not limited to:
  • Monitor and troubleshoot the performance of the ServiceNow environments (Dev, Test, and Production Instances). Conduct routine ServiceNow 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.
  • Lead ServiceNow Support interactions with Cases, Changes and Requests, and escalations.
  • 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.
  • Develop and maintain ServiceNow Service Portal components, widgets, pages, and the Now Mobile interface to enhance user experience and accessibility.
  • Conduct Knowledge Transfer sessions with ITD ServiceNow administrators for development and administrative changes made.
  • Collaborate with stakeholders to identify workflow requirements and streamline business processes.
  • Develop and maintain ServiceNow Performance Analytics dashboards and indicators to provide insights into platform usage and performance.
  • Develop and maintain ServiceNow scripts, including Business Rules, Client Scripts, Script Includes, UI Policies, and UI Actions.
  • Develop and maintain ServiceNow Service Catalog items, Request Fulfillment workflows, and Service Level Agreements (SLAs).
  • Act as a subject matter expert on ServiceNow platform capabilities, providing guidance and recommendations to stakeholders and project teams.
  • Implement and maintain ServiceNow security policies, roles, and access controls, ensuring data confidentiality and compliance with regulatory requirements.
  • Design, implement, and maintain ServiceNow workflows, forms, reports, and dashboards.
  • Conduct testing and debugging of workflows to ensure accuracy and reliability.
  • Configure and maintain ServiceNow integrations with third-party systems, ensuring data integrity and seamless communication.
  • Provide technical expertise and guidance during the planning and execution of ServiceNow 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 ServiceNow 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.
What You’ll Need:
  • A minimum of 5 years of experience in ServiceNow Platform administration.
  • Specific tools/experience areas:  
  • Recommended Certifications (Current):
    • ServiceNow Certified System Administrator.
    • Information Technology Infrastructure Library V4 Certified.   
  • Education level:
    • Minimum Bachelor of Science degree in Information Technology, Computer Science, Engineering, or a related.
    • Extensive and relevant experience may be considered as a substitute for education.
  • Soft skill qualifications:
    • Critical thinking, Problem-solving, Time management, Conflict resolution, Teamwork, Effective communication, Creative thinking, and Dependability.
  • Preferred Skillsets/Knowledge areas:
    • Strong problem-solving and analytical skills to identify user requirements and design effective solutions.
    • Experience with ServiceNow ITSM, HAM, SAM, and SPM modules.
    • Excellent communication and interpersonal skills to collaborate with stakeholders and provide user support.
    • Creativity and attention to detail to create visually appealing and user-friendly ServiceNow interfaces.
    • Ability to work independently and manage multiple tasks simultaneously.
    • Continuous learning mindset to stay updated with front-end development trends and best practices.
    • Experience working with Web technologies, including JavaScript, Ajax, HTML, and CSS.
    • Experience with LDAP integration and Web Service integration, such as API Web Services
    • Experience with ServiceNow development APIs and Single Sign-On configuration and administration
Location:
  • Herndon, VA: Hybrid or Remote will be considered.

Navitas Business Consulting Inc. is an Equal Opportunity Employer with a commitment to diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law.
 

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