ServiceNow Administrator

Job Description
Please Note: This is a Hybrid position. But the selected candidate must be able to work on-site at any of the four locations: Woodlawn, MD, Frederick, MD, Durham, NC, or Lakewood, Colorado.

Job Description:

We are seeking a mid- to Senior-Level ServiceNow Administrator to join our team and support our Federal client.

The ServiceNow Administrator will be responsible for managing the ServiceNow platform, with a focus on collecting software enhancement requirements, implementing and configuring the ServiceNow Enterprise platform, and providing day-to-day monitoring and user support within the Enterprise Service Desk environment. The ideal candidate will have a strong understanding of IT Service Management (ITSM) processes and will be able to collaborate with stakeholders to deliver enhancements that improve platform functionality and efficiency.

The position can be based at any of the four locations: Woodlawn, MD, Frederick, MD, Durham, NC, or Lakewood, CO. The qualified candidate should have strong analytical, problem-solving, and communication skills with sharp attention to detail.

Responsibilities:

Requirement Gathering:

• Work with stakeholders to collect and document software enhancement requirements for the ServiceNow platform.
• Analyze current processes and recommend improvements to optimize ServiceNow functionality and user experience.

Platform Implementation & Configuration:

• Implement and configure ServiceNow Enterprise modules such as Incident, Problem, Change, Service Catalog, and Knowledge Management.
• Customize workflows, forms, and interfaces using ServiceNow's configuration tools (Flow Designer, Workflow Editor).
• Configure dashboards and reports for real-time monitoring and performance tracking.

Monitoring & Support:

• Provide day-to-day monitoring of the ServiceNow platform, ensuring stability and optimal performance within the Enterprise Service Desk environment.
• Troubleshoot and resolve ServiceNow issues and bugs.
• Assist users with platform navigation, functionality, and other support tasks as required.

Automation & Enhancements:

• Identify opportunities for automation within the ServiceNow platform to streamline processes, ticket routing, and assignment.
• Configure automated workflows and scripts to enhance the functionality of the platform.

User Training & Documentation:

• Provide training to end-users and technical staff on new features and enhancements.
• Maintain comprehensive documentation for platform configurations, workflows, and processes.

Requirements

Basic Qualifications:

• Bachelor's degree in computer science, Information Systems, or a related field (or equivalent experience).
• 8+ years of experience in ServiceNow administration, including implementation, configuration, and support.

Technical Skills:

• Proficient in ServiceNow administration and implementation across various ITSM modules.
• Experience with ServiceNow scripting (JavaScript, Glide API, Business Rules, UI Policies, etc.).
• Familiarity with integrations using REST/SOAP APIs within the ServiceNow platform.
• Hands-on experience with platform monitoring, troubleshooting, and system upgrades.
• ServiceNow Certified System Administrator.
• ITIL Foundation certification.

Preferred Skills:

• Additional ServiceNow certifications (e.g., ITSM Implementation Specialist) are a plus.
• Prior federal experience is a plus.
• Knowledge of IT Asset Management (ITAM) and Configuration Management Database (CMDB) modules.
• Familiarity with ServiceNow Discovery and Service Mapping modules.
• Strong analytical, problem-solving, and organizational skills.
• Excellent communication skills with the ability to interact with both technical and non-This detailed job posting focuses on the specific tasks and competencies required for the role, tailored to a candidate who can drive enhancements, assist in configuration, and provide testing and user support.

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