About This Role
This role involves supporting one of the country's premier defense research organizations by administering, maintaining, and optimizing the ServiceNow platform. The ideal candidate will collaborate with IT teams and stakeholders to troubleshoot issues, enhance system performance, and ensure secure, reliable operations.
Responsibilities
- Provide day-to-day administration and operational support for the ServiceNow platform
- Troubleshoot and resolve ServiceNow incidents, requests, access issues, and configuration problems
- Maintain users, groups, roles, forms, lists, notifications, reports, dashboards, and other platform configurations
- Support ServiceNow ITSM capabilities, including Incident, Request, Change, Problem, Knowledge, Service Catalog, and CMDB
- Assist with configuration of catalog items, Flow Designer workflows, business rules, client scripts, and other platform components
- Support CMDB and platform data-quality activities
- Participate in testing, platform upgrades, releases, and configuration deployments
- Create and maintain technical documentation and knowledge articles
- Follow established change-management, development, security, and platform governance standards
- Identify opportunities to improve processes, automate repetitive activities, and enhance the user experience
- Escalate complex technical issues to senior administrators, developers, or platform resources as appropriate
Requirements
- ServiceNow Certified System Administrator (CSA) certification or ability to obtain within 6 months of hire
- Bachelor's Degree in Information Technology, Computer Science, Information Systems, Cybersecurity, Engineering, or a related discipline; equivalent education and relevant experience may be considered
- 3 years of experience understanding enterprise IT concepts and troubleshooting
- 3 years of familiarity with web technologies (JavaScript, HTML, JSON, APIs, or relational data concepts)
- 3 years of analytical and decision-making skills
- 3 years of systems administration experience
- 3 years of technical documentation experience
- Foundational understanding of enterprise IT concepts and troubleshooting
- Basic familiarity with web technologies such as JavaScript, HTML, JSON, APIs, or relational data concepts
- Strong analytical, problem-solving, documentation, and communication skills
- Ability to learn new technologies and work effectively with technical and nontechnical stakeholders
- Strong attention to detail and ability to follow established processes and security requirements
Nice to have:
- Enterprise applications experience
