Service now Admin

Senior ServiceNow Administrator (ServiceNow Platform)
Herndon VA /Hybrid (3 days Onsite 2 days Remote)

Long Term

Public Trust/Secret Clearance

Locals Only/USC

We are seeking a skilled Sr. Systems Administrator to perform the daytoday administration of the ServiceNow platform manage lifecycle upgrades oversee the integration with new systems and support end users. Continuously evaluate emerging ServiceNow features proposing and implementing enhancements aligned with organizational goals. Work to be performed under this Task Order includes but not limited to:

Responsibilities:

• Monitor and troubleshoot the performance of the ServiceNow environments (Dev Test and Production Instances). Conduct routine health assessments ensuring peak performance and availability.
• Manage user access roles and permissions
• Configure and enhance core applications including but not limited to Service Catalog Employee Center Knowledge Base and Change Management.
• Lead ServiceNow Support interactions with Cases Changes and Requests and escalations.
• Perform regular platform updates and patches ensuring system stability and security compliance.
• Administer platform clones and software upgrades including remediation of Skipped Records.
• Establish a rollback plan for upgrades ensuring minimal disruption in case of unforeseen issues.
• Develop and maintain ServiceNow Service Portal components widgets pages and the Now Mobile interface to enhance user experience and accessibility.
• Conduct Knowledge Transfer sessions with ITD ServiceNow administrators for development and administrative changes made.
• Collaborate with stakeholders to identify workflow requirements and streamline business processes.
• Develop and maintain ServiceNow Performance Analytics dashboards and indicators to provide insights into platform usage and performance.
• Develop and maintain ServiceNow scripts including Business Rules Client Scripts Script Includes UI Policies and UI Actions.
• Develop and maintain ServiceNow Service Catalog items Request Fulfillment workflows and Service Level Agreements (SLAs).
• Act as a subject matter expert on ServiceNow platform capabilities providing guidance and recommendations to stakeholders and project teams.
• Implement and maintain ServiceNow security policies roles and access controls ensuring data confidentiality and compliance with regulatory requirements.
• Design implement and maintain ServiceNow workflows forms reports and dashboards.
• Conduct testing and debugging of workflows to ensure accuracy and reliability.
• Configure and maintain ServiceNow integrations with thirdparty systems ensuring data integrity and seamless communication.
• Provide technical expertise and guidance during the planning and execution of ServiceNow platform projects including upgrades migrations and new implementations.
• Collaborate with project managers business analysts developers and other stakeholders to define project requirements milestones and deliverables.
• Participate in project scoping estimation and resource planning activities providing technical feasibility and effort estimation input.
• Support project testing activities including unit testing integration testing and user acceptance testing to ensure the quality and reliability of deliverables.
• Assist in the deployment and postdeployment activities for ServiceNow projects including configuration management release planning and validation testing.
• Document projectrelated configurations customizations and integrations capturing lessons learned and best practices for future reference.
• Work assigned service tickets and tasks IAW the Acceptable Quality Level (AQL).
• Develop standard operating procedures knowledge base articles technical bulletins and other documents supporting the IT Division.

Qualifications:

• A minimum of 5 years of experience in ServiceNow Platform administration.
• Recommended Certifications (Current): ServiceNow Certified System Administrator; Information Technology Infrastructure Library V4 Certified.
• Education level: Minimum Bachelor of Science degree in Information Technology Computer Science Engineering or a related field from a US Department of Education accredited University is required. Extensive and relevant experience may be considered as a substitute for education.
• Soft skill qualifications: Critical thinking Problemsolving Time management Conflict resolution Teamwork Effective communication Creative thinking and Dependability.

Preferred Skillsets/Knowledge areas:

• Strong problemsolving and analytical skills to identify user requirements and design effective solutions.
• Experience with ServiceNow ITSM HAM SAM and SPM modules.
• Excellent communication and interpersonal skills to collaborate with stakeholders and provide user support.
• Creativity and attention to detail to create visually appealing and userfriendly ServiceNow interfaces.
• Ability to work independently and manage multiple tasks simultaneously.
• Continuous learning mindset to stay updated with frontend development trends and best practices.
• Experience working with Web technologies including JavaScript Ajax HTML and CSS.
• Experience with LDAP integration and Web Service integration such as API Web Services
• Experience with ServiceNow development APIs and Single SignOn configuration and administration.