ServiceNow Engineer

Dunhill Government Solutions is hiring a ServiceNow Engineer to deliver operations and maintenance (O&M) for a federal agency's enterprise ServiceNow platform, keeping it performing, reliable, scalable and available. You will administer system configurations, user management, incident tracking and performance monitoring in support of the organization's service delivery objectives and federal security and operational requirements. A technical expert across multiple assignments, you will plan and lead major technology work, evaluate performance results, recommend changes, and may supervise others. This is a fully remote (telework) role in the United States.

Responsibilities:

• Perform routine system health checks and monitoring to keep the ServiceNow platform available (24/7 operations)
• Administer user accounts, roles, security groups and permissions in line with organizational policies and security requirements
• Manage ServiceNow configurations, customizations and integrations that support business processes
• Proactively identify and address system errors, performance issues and capacity constraints
• Maintain incident logs and performance records for transparency and audit compliance
• Develop and maintain system documentation and standard operating procedures
• Support ServiceNow module administration, including ITSM, CMDB, Asset Management and GRC
• Produce monthly performance reports as contract deliverables
• Troubleshoot complex technical issues and coordinate resolutions with ServiceNow support and internal teams
• Train end users on ServiceNow features and maintain the user knowledge base

Required qualifications:

• Bachelor's degree in Computer Science, IT, Engineering or a related field (or equivalent work experience)
• 4+ years of experience supporting ServiceNow environments in production
• ServiceNow Certified System Administrator (CSA) certification or equivalent hands-on experience
• Experience with system administration, user management and access control
• Knowledge of ITSM principles and IT service management best practices
• Ability to document processes and create comprehensive system documentation
• Strong problem-solving, communication and collaboration skills
• Active Secret security clearance
• CompTIA Security+ or another DoD 8140 IAT Level II compliant certification

Preferred: ServiceNow Certified Application Developer (CAD) or Certified Implementation Specialist (CIS); experience with multiple ServiceNow modules (ITSM, CMDB, Asset Management, GRC, Employee Center); familiarity with DoD or other federal agency ServiceNow infrastructures; knowledge of federal compliance requirements and security standards; ServiceNow Performance Analytics and reporting; a background in federal IT contracting and government service delivery; SQL and database administration knowledge; ServiceNow development (advanced configuration), API integration and system customization.

Location: Remote (telework), United States.

Compensation: $94,100 - $152,800 per year

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