ServiceNow Administrator

Overview

SERVICENOW ADMINISTRATOR (BDOS)

We are seeking a ServiceNow Administrator to support our Department of State contract in Washington, DC. The ServiceNow Administrator will be responsible for managing and maintaining the ServiceNow platform to ensure smooth IT operations, security and workflow.

Responsibilities

• Experience with the configuration, implementation, and maintenance of a ServiceNow system including the management of workflows, user roles and access, integrations, and will implement and drive automation in the system.
• The ServiceNow Administrator will need to have a strong ability to multi-task between upcoming platform growth and maintenance projects, current open items, and planning for future customer additions to the platform.
• Responsible for integrating our platform with external service providers to drive operational automation and efficiency.
• Experience working within the ServiceNow platform completing administration tasks, including user provisioning, ticket research and response, reporting, and maintenance activities.
• Proven, demonstrable abilities as a System Administrator, Network Administrator, or similar role.
• Familiarity with various operating systems and platforms.
• Resourcefulness, problem-solving aptitude, and self-motivation.
• Ability to create ad-hoc reports and dashboards.
• Provide high-level overview/training to potential GTM Next groups.

Serve as a Queue Manager to include:

Facilitate individual team and program level queue management meetings to discuss ticket status and trend to establish performance accountability.

Coach and advise team queue managers on standard policies and procedures for ticket queue management.

Identify corrective actions needed to improve team queue management.

Provided requirements for dashboard and reporting to reporting team.

Performed trend analysis of ticket volumes and performance at both the team and program levels.

Advised senior leadership (Bowhead & Government) on trend analysis and performance of ticket management.

Worked in a cross-team organization to support all operational teams. Establish MS team channels to provide ticket assignment assistance to operational groups.

Facilitate aged ticket meetings with government teams

Qualifications

• High school Diploma or BA/BS degree prefered
• Excellent communication skills and professionalism dealing with both internal and external entities.
• ITIL and agile experience preferred.
• Five (5) years of experience supporting the implementation, administration, configuration and/or development of the ServiceNow tool or equivalent hands-on experience in the IT industry involved in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite.
• Experience in Administration of a ServiceNow instance including the management of users, groups, and roles, CMS Development, ACLs, business rules, workflows, UI actions, UI policies, dictionary, and catalog items.
• Experience with front-end technology and frameworks such as HTML, Vue.js, Knockout, ag-Grid, CSS, JavaScript, AngularJS, ReactJS, .net, and JQuery.
• At the request of the government client or management, participate in scheduled onsite training.
• Must be well versed in SLA Management.

Preferred/Desired Skills:

• ServiceNow Certified System Administrator Certification (CSA)
• Certified Implementation Specialist Certification (CIS)

Physical Demands:

• Must be able to lift up to 5-15 pounds
• Must be able to stand and walk for prolonged amounts of time
• Must be able to twist, bend and squat periodically

SECURITY CLEARANCE REQUIRED: Must be able to obtain and maintain a security clearance at the Secret level. US Citizenship is a requirement for Secret clearance at this location.

#LI-JR1