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

📋 Description

• Configure and sustain ServiceNow ITSM features that facilitate incident management, service requests, and daily service operations.

• Manage incident and request routing, assignment protocols, and SLA definitions, which include pause handling and service-level monitoring.

• Develop and oversee service catalog items, provisioning workflows, and documentation of operational dependencies.

• Execute authorized platform modifications, liaise with release-management stakeholders for technical transitions, and maintain related records and documentation.

• Examine configuration problems, troubleshoot workflow functionalities, and work alongside technical teams to enhance platform reliability and operational efficiency.

• Assist with occasional site go-lives and exercises, providing onsite support for designated ServiceNow field-service or mobile configurations as necessary.

• Compile monthly SLA evidence extracts along with supporting technical documentation for operational reporting and assurance evaluations.

• Collaborate with engineering and service-management teams to facilitate federal healthcare technology operations.

⛳️ Requirements

• ServiceNow Certified System Administrator (CSA) certification is required.

• A minimum of 3 years of practical experience in ServiceNow IT Service Management (ITSM) administration, encompassing the configuration and maintenance of operational service-management capabilities.

• Eligibility for a Tier 3 federal background investigation is necessary.

• Must be willing and able to travel occasionally for site go-lives and exercise support.

• ServiceNow Certified Implementation Specialist — IT Service Management (CIS-ITSM) certification is preferred.

• Experience with ServiceNow Field Service Management is preferred.

• Experience supporting a Defense Health Agency (DHA) ServiceNow environment is preferred.