ServiceNow System Administrator

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

📋 Description

• Execute daily configuration and operational duties for the ServiceNow platform and its supporting systems.

• Oversee and enhance system performance, resource utilization, data throughput, and platform stability.

• Carry out system capacity assessments and assist in long-term scalability planning.

• Manage and administer user accounts, roles, permissions, and access controls in compliance with NIH and NIAID security protocols.

• Facilitate configuration updates, scheduled maintenance, patch installations, troubleshooting, and routine health checks of the system.

• Provide Tier 2 support for ServiceNow and associated tools.

• Monitor integrations, jobs, and transactions to ensure reliability and timely execution.

• Collaborate with developers, architects, and business analysts on deployments and operational readiness for releases.

• Maintain documentation for procedures, configurations, operational tasks, change records, and runbooks.

• Conduct log reviews, error analyses, and basic root cause analyses for operational incidents.

• Assist with backup, restoration, and disaster recovery testing to meet continuity-of-operations requirements.

• Engage in both formal and informal review checkpoints throughout the development and release lifecycle.

• Support the NIH/NIAID ServiceNow environment and related platforms across ITSM, ITOM, CMDB, SecOps, VR, and integrated systems.

⛳️ Requirements

• Capability to obtain and sustain NIH Public Trust clearance.

• Bachelor’s Degree (or equivalent experience).

• A minimum of 3 years' experience in system administration within a large computer-based environment.

• Practical experience administering or supporting ServiceNow, encompassing configuration, operational maintenance, user management, workflows, or integrations.

• Basic scripting skills, including JavaScript or comparable scripting proficiency used in ServiceNow or similar enterprise platforms.

• Experience in daily system operations, configuration updates, maintenance, patching, and monitoring.

• Familiarity with ITSM or IT operations workflows.

• Proven experience assisting users with system access, navigation, and troubleshooting.

• Experience in documenting procedures and adhering to structured change management practices.

• Ability to analyze system performance, resource utilization, and capacity trends.

• Strong problem-solving abilities, effective communication skills, and competence in customer support.

• ServiceNow certification such as CSA or related module-specific certification (preferred).

• Experience in supporting ServiceNow ITOM, CMDB, Discovery, Service Mapping, or Integration Hub (preferred).

• Familiarity with configuring and supporting MID Servers (preferred).

• Experience with REST or SOAP API interactions (preferred).

• Knowledge of log analysis tools or platform monitoring dashboards (preferred).

• Experience in compliance-driven federal environments (preferred).

• Experience in creating runbooks, SOPs, and operational checklists (preferred).

• Experience troubleshooting basic JavaScript or platform logic issues (preferred).

• US citizenship is not a requirement.

🏝️ Benefits

• Comprehensive benefits and wellness packages.

• 401K with company matching.

• Competitive compensation.

• Paid time off.

• AI-powered career tool identifying career advancement and learning opportunities.

• Internal mobility team focused on achieving career goals.

• Options for medical plans, some inclusive of Health Savings Accounts.

• Dental plan options.

• Vision plan.

• Flexible work weeks where feasible.

• Various types of leave including vacation, sick, personal time, holidays, paid parental leave, military leave, bereavement, and jury duty leave.

• Typically 15 days of paid leave per calendar year.

• 10 paid holidays each year.

• Up to 160 hours of paid family leave in a rolling 12-month period for eligible employees.

• Short- and long-term disability benefits.

• Life insurance coverage.

• Accidental death and dismemberment insurance.

• Personal accident insurance.

• Critical illness insurance.

• Business travel and accident insurance.