ServiceNow AdministratorDeveloper

Koniag Services Inc. a Koniag Government Services company is seeking a skilled and experienced ServiceNow Administrator/Developer to support the configuration administration development and continuous improvement of the ServiceNow platform for our IT Call Center serving government clients in the Nashville Tennessee area. The ideal candidate is a technically proficient and detail-oriented professional with hands-on experience administering and developing within the ServiceNow platform a strong understanding of IT service management principles and a demonstrated ability to translate business and operational requirements into effective ServiceNow solutions. They bring a collaborative work ethic strong problem-solving skills and a commitment to delivering platform solutions that enhance the efficiency and effectiveness of IT Call Center operations. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in Nashville 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/Developer will be responsible for the administration configuration development and ongoing maintenance of the ServiceNow platform supporting IT Call Center operations. This individual will work closely with the Call Center Operations Manager program leadership and end users to gather requirements design and implement platform solutions and ensure the ServiceNow environment is optimized to support efficient and effective call center service delivery. Principal responsibilities will include but are not limited to:Administer and maintain the ServiceNow platform including user and group management role assignments access controls and system configuration to support IT Call Center operations and contractual develop and implement ServiceNow solutions including custom applications workflows forms fields business rules client scripts UI policies and notifications in support of call center operational with the Call Center Operations Manager program leadership and end users to gather analyze and document business and technical requirements translating them into effective and scalable ServiceNow platform configurations and development and maintain ServiceNow workflows flow designer automations and orchestration processes that streamline call center ticketing routing escalation and resolution and maintain ServiceNow modules relevant to IT Call Center operations including Incident Management Request Management Problem Management Knowledge Management and Service and maintain ServiceNow reporting dashboards and performance analytics products that provide program leadership and government stakeholders with real-time visibility into call center performance metrics and SLA regular platform health checks system upgrades patch management and maintenance activities ensuring the ServiceNow environment remains stable secure and and maintain integration solutions between ServiceNow and other enterprise systems tools and platforms used within the IT Call Center program thorough testing of all platform configurations customizations and development solutions prior to deployment including unit testing system testing and user acceptance testing (UAT) and maintain comprehensive technical documentation including system design documents configuration guides development specifications and platform maintenance Tier 2 and Tier 3 platform support to call center staff and end users troubleshooting and resolving ServiceNow platform issues in a timely and effective the onboarding and training of call center staff on ServiceNow platform features updated workflows and new functionality developing training materials and knowledge base content as all ServiceNow platform configurations customizations and development activities comply with applicable federal security requirements agency policies and contractual current on ServiceNow platform updates new features and industry best practices proactively identifying opportunities to leverage new capabilities to enhance call center continuous process improvement initiatives by analyzing platform utilization data identifying configuration inefficiencies and recommending and implementing platform enhancements that improve 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.3 years of hands-on experience administering and developing within the ServiceNow platform in a structured IT service delivery experience configuring and developing ServiceNow modules including Incident Management Request Management Problem Management Knowledge Management and Service developing ServiceNow workflows business rules client scripts UI policies and reporting Certified System Administrator (CSA) :Prior experience supporting ServiceNow administration and development functions within a federal government contracting supporting ServiceNow implementations or enhancements for an IT call center service desk or IT managed services Certified Application Developer (CAD) Skills and Competencies:Strong communication skills in English both written and oral with the ability to gather and document technical requirements from non-technical stakeholders and communicate platform solutions and updates clearly to both technical and operational hands-on proficiency in ServiceNow platform administration including user management access controls system configuration and platform maintenance development skills within the ServiceNow platform including experience with JavaScript Glide API Flow Designer Business Rules Client Scripts UI Policies Script Includes and REST/SOAP API experience configuring and optimizing ServiceNow Incident Management Request Management Problem Management Knowledge Management and Service Catalog modules in support of IT service delivery in developing and maintaining ServiceNow reporting dashboards and Performance Analytics solutions that support SLA monitoring and operational performance understanding of IT service management principles and ITIL frameworks including incident management problem management change management and service request fulfillment conducting platform testing activities including unit testing regression testing and UAT coordination to ensure the quality and stability of all platform configurations and development solutions prior to in developing and maintaining technical documentation including system design documents configuration guides and platform maintenance in Microsoft Office Suite (Word Excel PowerPoint Outlook) and collaboration tools such as Microsoft Teams and ability to manage multiple platform development and maintenance priorities simultaneously meeting deadlines in a fast-paced operational to obtain and maintain a government security clearance as Skills and Competencies:Active government security clearance (Secret or higher).ServiceNow Certified Application Developer (CAD) Certified Implementation Specialist (CIS) in one or more modules such as ITSM ITOM or HR Service Foundation certification or higher (ITIL Intermediate or ITIL 4 Managing Professional).Experience developing ServiceNow integrations with enterprise platforms and third-party tools using REST SOAP and MID Server with ServiceNow IT Operations Management (ITOM) IT Asset Management (ITAM) or Security Operations (SecOps) with ServiceNow Virtual Agent Predictive Intelligence or AI-driven platform with federal IT security frameworks and compliance requirements such as NIST FedRAMP or FISMA as they relate to platform administration and with Agile or DevOps development methodologies as applied to ServiceNow platform development and release with ServiceNow Performance Analytics and advanced reporting capabilities for enterprise-level SLA and operational performance supporting ServiceNow platform upgrades patch management and release management activities in a federal government contracting of HTML CSS and Angular JS as they relate to ServiceNow portal and user interface 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