Job Title
Junior ServiceNow Developer / Administrator
Clearance Requirement
Ability to obtain and maintain a Public Trust (NIH suitability preferred)
Location
Remote / Hybrid (NIH-supported environment)
Required Certification
ServiceNow Certified System Administrator (CSA) BIG PLUS
Role Overview
The Junior ServiceNow Developer / Administrator will support the configuration, enhancement, and day-to-day operations of ServiceNow solutions in a federal healthcare environment. The individual will work under the direction of senior ServiceNow architects and platform leads to implement standard ITSM capabilities, support workflow automation, and ensure compliance with NIH and HHS governance, security, and operational standards. Prior experience supporting NIH systems is mandatory to ensure familiarity with NIH-specific processes, approvals, and compliance requirements.
Key Responsibilities
Support configuration and administration of ServiceNow ITSM modules including Incident, Request, Problem, Change, Knowledge, and CMDB
Assist in developing and configuring ServiceNow workflows, business rules, client scripts, UI policies, notifications, and catalog items
Perform user and group management, role assignments, and access control in accordance with NIH security policies
Support ServiceNow Service Catalog maintenance, request fulfillment workflows, and standardized intake processes
Participate in requirements analysis sessions with federal stakeholders to translate business needs into ServiceNow configurations
Assist with data imports, updates, and basic integrations using Import Sets and Transform Maps
Support testing activities including unit testing, system testing, and user acceptance testing (UAT)
Document configurations, standard operating procedures (SOPs), and knowledge articles aligned with NIH documentation standards
Support production operations, incident resolution, and platform maintenance activities
Collaborate with cybersecurity, compliance, and governance teams to ensure alignment with NIH, HHS, and federal IT policies
Support platform upgrades, patching activities, and release deployments under senior team guidance
Required Qualifications
ServiceNow Certified System Administrator (CSA) BIG PLUS
1 3 years of hands-on experience supporting ServiceNow in a federal environment
Prior experience supporting NIH ServiceNow implementations BIG PLUS
Working knowledge of ITIL-based ITSM processes
Experience configuring ServiceNow forms, fields, workflows, and service catalog items
Familiarity with CMDB concepts and basic configuration item (CI) management
Understanding of federal IT environments, governance, and compliance requirements
Experience working in Agile or hybrid Agile delivery environments
Strong documentation and communication skills
Preferred Qualifications
Experience supporting NIH CIT, NIAID, NIDDK, NIEHS, or other NIH Institutes and Centers
Exposure to ServiceNow integrations, REST APIs, or MID Server concepts
Familiarity with NIH EPLC, IT governance boards, and change control processes
Experience working with ServiceNow ITOM, HRSD, or CSM modules (exposure level)
Experience using Jira, Confluence, or ServiceNow Agile Development modules
Tools & Technologies
ServiceNow (ITSM, Service Catalog, CMDB)
ServiceNow Studio and UI Builder (basic exposure)
Import Sets and Transform Maps
Agile tools such as Jira or Azure DevOps (as applicable)
Microsoft Teams, SharePoint, and collaboration tools used in NIH environments
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