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.
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