ServiceNow System Administrator

Position Title ServiceNow System Administrator
Work Location On-site — Chantilly, VA
Clearance Req. Active Top Secret/SCI (TS/SCI) required prior to start

Position Summary
Blue Sky Innovative Solutions, LLC is seeking a mid-level ServiceNow System Administrator to support a federal customer's enterprise operations ServiceNow instantiation. This developer-administrator hybrid is responsible for configuring and developing capabilities across the federal customer's ServiceNow enterprise product suite — including Service Catalog, Service Portal, SAMP, IRM, Discovery, and Service Mapping — while maintaining the operational integrity of the platform across development, test, and production environments. Working collaboratively with the Senior ServiceNow Architect, Business Process Consultant, and ISSE, the System Administrator delivers configured solutions, maintains custom applications in App Engine, ensures clean, documented production deployments, and upholds the security and access control standards required for a classified, multi-domain government environment. The ideal candidate combines strong ServiceNow development skills with an operations mindset — comfortable both building capabilities and keeping them running reliably.

Key Responsibilities
Module Configuration & Development
Configure and maintain core ServiceNow modules in alignment with Government-approved requirements and business process designs, including Service Catalog, IT Asset Management (ITAM), Software Asset Management Platform (SAMP), Integrated Risk Management (IRM), Discovery, and Service Mapping.
Design, build, and maintain Service Catalog items, variable sets, catalog client scripts, and workflows; configure and maintain Service Portal pages, widgets, and themes to support an enterprise-standard end-user self-service experience.
Develop and support custom scoped applications using the ServiceNow App Engine, maintaining application lifecycle from development through production and supporting modifications as Government requirements evolve.
Apply advanced scripting techniques — JavaScript/GlideScript in Business Rules, Script Includes, Client Scripts, UI Policies, and Scheduled Jobs — to deliver configured workflow behavior that cannot be achieved through OOTB configuration alone.
Design and build automated workflows and process flows using Flow Designer; configure Workspaces and UI Designer components to deliver role-optimized user experiences for defined Government user personas.
Configure and administer Discovery schedules, probes, sensors, and patterns to populate and maintain accurate Configuration Item (CI) data in the CMDB; administer Service Mapping to identify and maintain service-to-CI relationships.
Configure and administer IRM module capabilities, including policy and compliance frameworks, risk assessments, and audit management workflows in alignment with the federal customer's risk management requirements.
Draft and maintain test plans and test scripts for developed and configured capabilities addressing both technical reviewers and business end users; support UAT coordination in collaboration with the Testing and Training Coordinator.

Platform Administration & Environment Management
Administer and maintain the federal customer's ServiceNow platform across all environment tiers — development, test, and production — ensuring each environment is correctly configured, accessible, and maintained in alignment with its designated purpose.
Ensure development and test environments continuously mirror the production environment configuration, without production content data, at all times; enforce and audit this parity proactively.
Perform scheduled and on-demand ServiceNow instance clones to refresh lower environments from production, executing data scrubbing procedures to prevent production data from populating non-production tiers.
Manage user accounts, groups, roles, and access control lists (ACLs) across all ServiceNow instances, implementing and enforcing least-privilege principles consistent with DoD access control requirements.
Monitor platform performance, system health, and scheduled jobs; respond to alerts and anomalies; and maintain a proactive approach to platform availability and reliability during and outside of core business hours.
Maintain and enforce naming conventions, configuration standards, and coding standards across all platform development and configuration activities.

Production Deployments & Change Management
Plan, coordinate, and execute the promotion of approved update sets and application changes from development through test to production, following the Government-approved change management process and Change Control Board (CCB) decisions.
Produce deployment plans and runbooks for each production release, documenting pre-deployment validation steps, deployment sequence, rollback procedures, and post-deployment verification activities.
Manage update set collisions, merge conflicts, and dependency resolution as changes progress through the environment pipeline, escalating complex architectural issues to the Senior ServiceNow Architect.
Execute and document post-deployment validation testing; coordinate with the Testing and Training Coordinator to ensure User Acceptance Testing coverage is aligned to deployed capabilities before Government acceptance.
Maintain a complete audit trail of all platform changes, including update set logs, deployment records, and change documentation.

Performance Analytics, Reporting & Platform Insights
Develop and maintain Performance Analytics indicators, data collectors, breakdowns, and dashboards to provide Government stakeholders with real-time visibility into platform operations, SLA performance, and workflow health.
Build and maintain scheduled and on-demand reports across ServiceNow modules to support program reporting requirements, monthly management reviews, and ad hoc Government data requests.
Produce and maintain the overarching understanding of the ServiceNow Enterprise product suite as deployed for the federal customer — documenting capabilities in use, integrations active, custom applications in production, and known limitations.

Instance Upgrade & Release Management
Plan and execute ServiceNow instance upgrades at a minimum of once per year, maintaining the platform at a version no more than two major releases behind the current ServiceNow release.
Conduct pre-upgrade impact assessments, identify customization conflicts and deprecated functionality, and coordinate remediation with the Senior ServiceNow Architect prior to upgrade execution.
Manage upgrade execution across all environment tiers in sequence — development first, test second, production last — validating at each stage before proceeding.
Produce and deliver upgrade documentation including pre/post-upgrade configuration baselines, test results, and production upgrade reports for Government review.

Security, Compliance & Integration Support
Administer ServiceNow platform security configurations consistent with DoD requirements: role-based access controls, session management, audit logging, and integration authentication.
Support the ISSE in Risk Management Framework (RMF) activities — providing platform configuration documentation, audit log exports, and IRM module configuration evidence as required for accreditation activities.
Administer and maintain ServiceNow integration configurations, REST/SOAP connections, and MID Server deployments; monitor integration health, error queues, and MID Server status.
Maintain a current inventory of active user accounts, service accounts, integration endpoints, and scheduled scripts to support periodic access reviews and security audit activities.

Program Support & Collaboration
Contribute platform health status, development milestone updates, and environment readiness inputs to weekly progress reports and monthly Program Management Reviews.
Collaborate actively with the Senior ServiceNow Architect, Business Process Consultant, and Testing and Training Coordinator as a team member operating across aggressive delivery timelines with multiple concurrent priorities.
Work effectively both as a contributing team member and independently with minimal supervision, delivering results against agreed sprint schedules and deployment milestones.
Support transition-in and transition-out activities including ServiceNow administrative account setup, configuration baseline documentation, and hands-on technical knowledge transfer to Government-identified resources.

Required Qualifications
Security Clearance - Active Top Secret clearance with SCI eligibility adjudicated and in place prior to start; must maintain access throughout the period of performance.

Must be a U.S. Citizen and complete all required DoD security training including Derivative Classification and Mandatory Controlled Unclassified Information (CUI) training prior to access to classified systems.

Education

Bachelor's degree in Business Management, Information Technology, Computer Science, or a closely related discipline from an accredited institution.
An additional 2 years of directly relevant ServiceNow development and administration experience may be substituted in lieu of a degree.

Experience
Minimum 3 years of direct experience as a ServiceNow Developer, with demonstrated hands-on configuration and development responsibility in a production-facing environment.
Experience configuring core ServiceNow modules including Service Catalog, IT Asset Management, Software Asset Management Platform (SAMP), Integrated Risk Management (IRM), Discovery, and Service Mapping.
Hands-on experience developing and maintaining Service Catalog items, catalog workflows, and Service Portal components.
Demonstrated knowledge of the ServiceNow App Engine and the process for developing, deploying, and supporting custom scoped applications through their full lifecycle.
Ability to draft and document test plans addressing both a technical and business user audience; experience coordinating or supporting user acceptance testing for delivered platform capabilities.
Demonstrated understanding of ITIL processes, operations, and procedures as applied to IT service management platform configuration and workflow design.
Overarching understanding of the ServiceNow Enterprise product suite, including the relationships and dependencies across modules.
At least 1 year of experience supporting a U.S. Government or DoD client in a ServiceNow development, administration, or IT operations capacity.

Certifications
ServiceNow Certified System Administrator (CSA) is required; candidates without active CSA certification must obtain it within 90 days of hire.

Technical Skills
Advanced scripting proficiency in JavaScript/GlideScript: Business Rules, Script Includes, Client Scripts, UI Policies, Scheduled Jobs, and REST message scripting.
Hands-on experience with Flow Designer for workflow automation; experience with Workspaces and UI Designer for role-optimized user experience configuration.
Experience with Performance Analytics and Reporting — building indicators, dashboards, and scheduled reports to support operational visibility and stakeholder reporting.
Proficiency with ServiceNow platform administration tools: Update Sets, System Clone, Event Management, and MID Server administration.
Working knowledge of REST API concepts and ServiceNow Integration Hub at an operational and configuration level.
Familiarity with IT security fundamentals applicable to platform administration: least privilege, access logging, session management, and vulnerability remediation.
Proficiency with Microsoft Office suite — Excel, Word, Teams, and related products — for documentation, collaboration, and program reporting.

Professional Competencies
Excellent written and verbal communication skills, with demonstrated ability to convey technical concepts clearly to both technical and non-technical Government stakeholders.
Demonstrated high degree of customer service orientation and collaborative teamwork across a multi-disciplinary delivery team.
Ability to be flexible, adaptable, and learn new concepts quickly as platform capabilities, Government requirements, and technology evolve.
Ability to work effectively in a team environment with aggressive deadlines and multiple concurrent priorities, as well as independently with minimal supervision while consistently delivering results.
Good organizational, multi-tasking, and time-management skills with a demonstrated track record of meeting delivery commitments.

Preferred Qualifications
ServiceNow Certified Implementation Specialist (CIS) in one or more modules — ITSM, ITAM, ITOM, IRM, or HRSD.
ServiceNow Certified Application Developer (CAD) certification.
ITIL Foundation certification or equivalent formal IT service management training.
Experience administering or developing on ServiceNow in a DoD or federal government environment, including supporting RMF / ATO activities.
Experience with ServiceNow Discovery and Service Mapping in a classified or multi-domain network context, including MID Server configuration.
CompTIA Security+ or equivalent DoD 8570/8140 IA baseline certification.
Experience with ServiceNow SAMP or IRM module implementation beyond standard configuration.

Work Environment & Conditions
On-site work required at a Government-authorized classified facility within the National Capital Region, within 10 miles of Chantilly, VA. No fully remote option.
Standard work schedule: Monday–Friday, 0800–1700 Eastern. Some production deployments and upgrade windows may require coordination outside standard hours with prior Government approval.
Must be able to work comfortably in a classified environment across multiple security domains, including TS/SCI-level facilities.
Must adhere to all applicable DoD security requirements, acceptable use policies, and customer physical and information security protocols throughout the period of performance.