ServiceNow Administrator

Koniag Services Inc. a Koniag Government Services company is seeking a skilled and experienced ServiceNow Administrator to support the configuration administration and ongoing maintenance of the ServiceNow platform for our IT Call Center serving government clients. The ideal candidate is a technically proficient and detail-oriented professional with solid hands-on experience administering the ServiceNow platform a strong foundational understanding of IT service management principles and a demonstrated ability to support and maintain ServiceNow environments that enable efficient and effective IT Call Center operations. They bring strong communication skills a proactive approach to platform maintenance and issue resolution and a commitment to delivering reliable and optimized ServiceNow platform services in a remote work environment. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is offer competitive compensation and an extraordinary benefits package including health dental and vision insurance 401K with company matching flexible spending accounts paid holidays three weeks paid time off and Description:The ServiceNow Administrator will be responsible for the day-to-day administration configuration and maintenance of the ServiceNow platform supporting IT Call Center operations. This individual will work closely with the ServiceNow Administrator/Developer Call Center Operations Manager program leadership and end users to ensure the ServiceNow environment is consistently stable secure and optimized to support call center service delivery requirements. Principal responsibilities will include but are not limited to:Perform day-to-day administration of the ServiceNow platform including user and group management role assignments access control list (ACL) maintenance and system configuration in support of IT Call Center operational requirements and security the health stability and performance of the ServiceNow platform on an ongoing basis proactively identifying and resolving platform issues configuration errors and performance degradations to minimize operational the configuration and maintenance of ServiceNow modules relevant to IT Call Center operations including Incident Management Request Management Problem Management Knowledge Management and Service Catalog ensuring all modules are accurately configured and functioning as in the development and maintenance of ServiceNow workflows flow designer automations and notification rules that support call center ticketing routing escalation and resolution processes under the direction of the ServiceNow Administrator/ ServiceNow platform updates patches and scheduled maintenance activities coordinating with program leadership and stakeholders to minimize operational disruption during maintenance and update ServiceNow reporting configurations dashboards and performance analytics products that support call center performance monitoring and SLA compliance Tier 2 platform support to call center staff and end users troubleshooting and resolving ServiceNow access issues configuration problems and platform-related incidents in a timely and effective and process ServiceNow access requests ensuring all user provisioning deprovisioning and role modification activities are completed accurately and in compliance with applicable security policies and access management in the development and maintenance of ServiceNow knowledge base articles user guides and platform training materials supporting the onboarding of new call center staff on ServiceNow platform features and accurate and up-to-date platform administration documentation including configuration records change logs access management records and maintenance with the ServiceNow Administrator/Developer on platform development enhancement and testing activities providing administrative support and conducting user acceptance testing (UAT) as all ServiceNow platform administration activities comply with applicable federal security requirements agency policies and contractual obligations escalating compliance concerns to program leadership as the import export and management of ServiceNow data including data imports update set management and configuration migration activities between development test and production in platform review meetings operational briefings and cross-functional team sessions providing platform status updates and contributing administrative insights as directed by program current on ServiceNow platform updates new features and administrative best practices proactively identifying opportunities to leverage platform capabilities to enhance call center operational and Experience:Required:Bachelors degree in Information Technology Computer Science Information Systems or a related field from an accredited college or university. Relevant experience may be considered in lieu of a degree.2 years of hands-on experience administering the ServiceNow platform in a structured IT service delivery experience performing ServiceNow user management access control configuration module administration and platform maintenance Certified System Administrator (CSA) certification or demonstrated progress toward obtaining certification within 6 months of :Prior experience supporting ServiceNow administration within a federal government contracting supporting ServiceNow administration for an IT call center service desk or IT managed services working in a fully remote IT service delivery Skills and Competencies:Strong communication skills in English both written and oral with the ability to communicate platform status updates technical issues and administrative procedures clearly and professionally to both technical and non-technical audiences in a remote work hands-on proficiency in ServiceNow platform administration including user and group management role assignments access control list (ACL) configuration and system administration knowledge of ServiceNow module configuration and maintenance including Incident Management Request Management Problem Management Knowledge Management and Service with ServiceNow workflows flow designer and notification configuration to support call center ticketing and escalation in ServiceNow reporting and dashboard configuration for SLA monitoring and call center performance understanding of IT service management principles and ITIL frameworks including incident management problem management change management and service request ability to troubleshoot and resolve ServiceNow platform issues access problems and configuration errors independently and in a timely managing ServiceNow update sets data imports and configuration migrations between platform in Microsoft Office Suite (Word Excel PowerPoint Outlook) and remote collaboration tools such as Microsoft Teams and SharePoint for documentation communication and coordination ability to manage multiple administrative priorities simultaneously maintain accurate documentation and meet deadlines in a remote fast-paced operational to obtain and maintain a government security clearance as Skills and Competencies:Active government security clearance (Secret or higher).ServiceNow Certified System Administrator (CSA) Certified Application Developer (CAD) certification or demonstrated foundational ServiceNow development skills including JavaScript and Glide Foundation certification or higher (ITIL Intermediate or ITIL 4 Managing Professional).Familiarity with ServiceNow Integration Hub REST/SOAP API configurations and MID Server administration for platform integration with ServiceNow IT Operations Management (ITOM) or IT Asset Management (ITAM) supporting ServiceNow platform upgrades patch management and release management activities in a structured IT service delivery with federal IT security frameworks and compliance requirements such as NIST FedRAMP or FISMA as they relate to platform administration and access familiarity with HTML CSS or JavaScript as they relate to ServiceNow portal configuration and basic platform with Agile or DevOps methodologies as applied to ServiceNow platform administration and release coordination supporting ServiceNow Virtual Agent configuration or AI-driven platform features in a call center or service desk of ServiceNow Performance Analytics and advanced reporting capabilities for operational performance monitoring and SLA compliance Equal Employment Opportunity Policy:The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race color religion creed ethnicity sex sexual orientation gender or gender identity (except where gender is a bona fide occupational qualification) national origin or ancestry age disability citizenship military/veteran status marital status genetic information or any other characteristic protected by applicable federal state or local law. We are committed to equal employment opportunity in all decisions related to employment promotion wages benefits and all other privileges terms and conditions of company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website please contact Heaven Wood via e-mail at or by calling to request accommodations. Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical professional and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers employees and native communities. For more information please visit Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352