Senior ServiceNow Administrator, Self-Service Specialist

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Oversee and manage the ServiceNow self-service portal or employee-facing interface along with Tier 0 functionalities.

• Administer service catalog items, record producers, forms, variables, categories, and fulfillment details.

• Establish ticket-routing rules, assignment logic, notifications, and escalation workflows.

• Sustain approved workflows and automations for frequent requests, collaborating with ServiceNow developers when custom development or integration is necessary.

• Develop, publish, and retire knowledge articles while ensuring ownership, review dates, metadata, and approvals are maintained.

• Assess content for precision, accessibility, and security.

• Track knowledge gaps and search patterns; create troubleshooting guides, FAQs, decision trees, and guided-resolution content.

• Set up dashboards and reports to monitor self-service adoption, knowledge utilization, deflection, routing accuracy, reassignment, and abandonment.

• Evaluate misrouted or incomplete submissions and enhance related forms and rules.

• Identify requests appropriate for automation and document requirements and acceptance criteria.

• Configure approved changes, create and execute test cases, facilitate user acceptance testing, support controlled releases, and validate functionality post-upgrades and patches.

• Collaborate with the Service Desk Lead, ITSM process owners, technical teams, and Government stakeholders.

• Transform approved known errors into searchable self-service guidance.

• Maintain configuration documentation and procedures.

• Report Tier 0 metrics for Monthly Status Reports.

• Train content owners and service desk personnel.

⛳️ Requirements

• Bachelor’s degree in Information Technology, Information Systems, or a related discipline.

• At least six (6) years of pertinent experience in ServiceNow administration, IT service management, service desk operations, self-service delivery, or knowledge management.

• Practical experience in configuring ServiceNow portals, catalogs, knowledge management, routing rules, workflows, or dashboards, along with testing and documenting configuration changes.

• Experience in translating recurring issues into reusable guidance or automated solutions and in gathering requirements from technical teams and stakeholders.

• Ability to compose clear customer-facing instructions and knowledge articles.

• Strong analytical and communication skills.

• Current ServiceNow Certified System Administrator (CSA) certification.

• Active Secret clearance or higher.

• Preference for candidates located in the Chicago, IL area.

• Preferred: Experience supporting federal or DoD ServiceNow environments and Tier 0 or shift-left initiatives.

• Preferred: Experience with ServiceNow Knowledge Management, Service Catalog, Employee Center, Flow Designer, business rules, and assignment rules.

• Preferred: Experience in developing virtual-agent content, decision trees, or automated fulfillment workflows.

• Preferred: Experience with Knowledge-Centered Service, Section 508 accessibility, and Agile or controlled-release practices.

• Preferred: Experience in creating training materials and delivering demonstrations.

• Preferred: ITIL 4 Foundation; ServiceNow Certified Application Developer or implementation-specialist certification.

🏝️ Benefits

• Affirmative action and equal employment opportunity employer.

• Reasonable accommodations for individuals with disabilities.

• Remote position.