Senior ServiceNow Administrator, Self-Service Specialist

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

📋 Description

• Manage and uphold the approved ServiceNow Tier 0 and customer self-service functionalities.

• Set up and maintain the ServiceNow self-service portal or the employee-facing service experience.

• Oversee service catalog items, record producers, request forms, variables, categories, descriptions, and fulfillment details.

• Establish and maintain approved ticket-routing rules, assignment logic, notifications, and escalation processes.

• Ensure that self-service incidents and requests are accurately categorized, prioritized, assigned, and routed.

• Maintain sanctioned workflows and automations for common service requests and recurring technical issues.

• Collaborate with ServiceNow developers or platform engineers on enhancements that need custom development, integration, or advanced scripting.

• Identify recurring incidents that can be addressed through knowledge articles, guided troubleshooting, automation, or improved catalog content.

• Create, update, publish, and retire knowledge articles.

• Manage article ownership, review dates, version histories, approvals, metadata, categories, keywords, and related content.

• Evaluate knowledge articles for accuracy, readability, consistency, security, accessibility, and customer usefulness.

• Monitor knowledge gaps and suggest content based on incident trends, customer searches, unsuccessful searches, repeated requests, and technician feedback.

• Develop troubleshooting guides, FAQs, decision trees, job aids, and guided-resolution content.

• Configure and maintain ServiceNow dashboards and reports for Tier 0 and self-service performance metrics.

• Track self-service adoption, knowledge usage, ticket deflection, search effectiveness, routing accuracy, request completion, abandonment, reassignment, and resolution trends.

• Analyze incorrectly routed or incomplete submissions and enhance forms, instructions, or assignment rules.

• Identify repetitive, high-volume, low-complexity requests amenable to approved automation.

• Document workflow and automation modifications, including requirements, outcomes, dependencies, risks, and acceptance criteria.

• Implement approved changes within authorized ServiceNow environments and access parameters.

• Develop and execute test cases for catalog items, forms, routing rules, workflows, notifications, dashboards, and self-service functionalities.

• Coordinate user acceptance testing with technical teams, service owners, process owners, and government stakeholders.

• Document test results, defects, corrective actions, approvals, release notes, and implementation outcomes.

• Support the controlled release of approved self-service and workflow enhancements.

• Validate functionality after releases, upgrades, patches, configuration changes, and platform maintenance.

• Troubleshoot ServiceNow issues impacting knowledge, catalog items, submissions, workflows, routing, dashboards, and notifications.

• Maintain configuration documentation, administration procedures, workflow diagrams, data definitions, and operating guides.

• Adhere to change-management, release-management, configuration-management, security, and quality-assurance processes.

• Collaborate with the Service Desk Lead and process owners to ensure Tier 0 capabilities align with operational procedures and escalation paths.

• Assist in problem-management activities by transforming approved known errors and workarounds into searchable self-service guidance.

• Collect user and service-desk feedback on self-service content.

• Suggest enhancements to usability, search, navigation, forms, catalog structure, workflows, dashboards, and knowledge presentation.

• Develop metrics for Tier 0 and self-service for operational reports, Monthly Status Reports, and program reviews.

• Provide training, demonstrations, and administrative guidance to content owners, service-desk personnel, and authorized users.

⛳️ Requirements

• Active Secret clearance or higher.

• Bachelor’s degree in information technology, information systems, or a related discipline.

• A minimum of six years of relevant experience in ServiceNow administration, IT service management, service-desk operations, self-service delivery, knowledge management, or a related technical field.

• Current ServiceNow Certified System Administrator certification.

• Practical experience in administering or configuring ServiceNow capabilities.

• Experience in maintaining self-service portals, service catalogs, knowledge articles, ticket-routing rules, approved workflows, or operational dashboards.

• Familiarity with translating recurring technical issues into reusable guidance, standardized service requests, or automated solutions.

• Experience in gathering requirements and coordinating with technical teams, process owners, and operational stakeholders.

• Experience in testing and documenting ServiceNow configurations or workflow modifications.

• Ability to create clear instructions for customers, knowledge articles, technical documentation, and administrative procedures.

• Strong analytical, organizational, communication, and problem-solving abilities.

• Preferred: ITIL v4 Foundation certification.

• Preferred: Additional ServiceNow certifications, such as Certified Application Developer or an implementation-specialist certification.

• Preferred: Experience in supporting federal or Department of Defense ServiceNow environments.

• Preferred: Experience supporting Tier 0 or shift-left service-management initiatives.

• Preferred: Experience in administering ServiceNow Knowledge Management, Service Catalog, Incident Management, Request Management, or Employee Center capabilities.

• Preferred: Experience using ServiceNow Flow Designer, workflow tools, business rules, assignment rules, notifications, reports, and dashboards.

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

• Preferred: Experience in analyzing self-service adoption, ticket deflection, search performance, routing, reassignment, and knowledge-use metrics.

• Preferred: Experience with Knowledge-Centered Service or similar knowledge management practices.

• Preferred: Familiarity with Section 508 accessibility standards and accessible digital content development.

• Preferred: Familiarity with Agile, DevSecOps, change management, testing, and controlled-release methodologies.

• Preferred: Experience in creating training materials and delivering demonstrations to both technical and non-technical users.

🏝️ Benefits

• Remote work.

• Equal Employment Opportunity and Affirmative Action employer.

• Authorization for DecisionPoint Corporation to share submitted resumes and personal information with subsidiaries, affiliates, and teaming partners for position consideration.