Systems Administrator

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
• IT Service Management (ITSM) experience
• Software Development experience
• Familiarity with ServiceNow ITSM, CMDB, Service Catalog, Flow Designer, reporting, or scripting
• Familiarity with ITIL 4 and IT service management practices
• Experience with technical support, systems administration, software development, or enterprise applications

Benefits

• 15 days of PTO (vacation/sick)
• 10 paid holidays (6 standard: New Year’s, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas; 4 floating holidays prorated based on hire date)
• 1.5 paid days, or 12 hours, for approved volunteer work
• 1 week of paid maternity/paternity LOA after 1 year of full-time employment
• Tuition & Training Reimbursement: up to $5,000 annually for pre-approved, job-related courses from an accredited college or university (must achieve a grade of “B” or better; eligible after 6 months of employment)
• 401K with Principal: eligible to participate day 1 of employment, company match on employee contributions (100% of first 3% and 50% of next 2%), 100% vesting
• Cell Phone & Internet Reimbursement: up to $150 monthly to cover cell phone, data, and home internet expenses for remote team members working 2 days a week or more
• Buy Your Own Device (BYOD) Reimbursement: up to $1,500 every three years for electronic equipment used to access corporate services (eligible after 6 months of employment, requires signing Device Minimum Configuration Form)

Important Details

• Clearance: Must be eligible to obtain an Active Secret Clearance
• Nationality: Must be US Citizen
• Work format: Remote, with up to 4 trips per calendar year to Lexington if required by program/project

Application Process

• 1st round interview: Zoom with the hiring manager
• 2nd round interview: Zoom with additional team members as needed

About the Company

Aquila Technology builds robust, policy-compliant IT systems and stress-tests systems to identify gaps and security vulnerabilities. They focus on deploying smart, purposeful solutions and ensuring their team delivers results correctly the first time.