ServiceNow Systems Administrator

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

📋 Description

• Oversee, enhance, and ensure the seamless functioning of ServiceNow DEV, TEST, and PROD instances.

• Track system health, performance metrics, uptime, and overall availability.

• Implement ServiceNow patches, updates, and upgrades while minimizing disruption to operations.

• Maintain instance logs and monitor for errors and performance issues.

• Lead the migration of the ServiceNow IL-4 instance from username/password authentication to CAC-authentication.

• Set up authentication configurations and collaborate with cybersecurity teams.

• Configure ServiceNow for CAC authentication with designated identity providers.

• Create user guides and conduct training sessions for the CAC-authentication process.

• Configure and manage ServiceNow modules such as SPM, ITAM, WSD, CMDB, and Service Catalog.

• Develop and maintain business rules, workflows, UI policies, and client scripts.

• Tailor workflows and forms to streamline business processes and enhance user experience.

• Optimize configurations, scripts, queries, and workflows for improved performance.

• Set up Performance Analytics dashboards and reporting tools.

• Produce automated reports related to system health, incident resolution rates, compliance, performance, asset management, and change records.

• Create custom metrics and dashboards for monitoring catalog request lifecycle and fulfillment duration.

• Diagnose platform-related issues and provide root cause analysis.

• Document troubleshooting steps and solutions.

• Serve as the point of contact with ServiceNow technical support and stakeholders.

• Submit and monitor technical support tickets and escalate unresolved issues as necessary.

• Collaborate with platform and process owners.

• Manage all modifications through formal review, approval, documentation, and change management protocols.

⛳️ Requirements

• Minimum of 2 years of experience as a ServiceNow System Administrator, with practical experience in DEV, TEST, and PROD environments.

• Proven experience in transitioning authentication systems from username/password to CAC-authentication.

• Proficient in configuring workflows, customizing forms, and managing ServiceNow modules including ITSM, ITAM, and WSD.

• Experience in system performance monitoring, troubleshooting, and optimization.

• Skilled in ServiceNow scripting languages such as JavaScript and GlideScript.

• Strong understanding of ServiceNow Performance Analytics and reporting tools.

• Practical experience with cloning activities from PROD to DEV/TEST and validating environments.

• Familiarity with data integrity validation and backup procedures.

• ServiceNow System Administrator Certification is required.

• Bachelor’s degree in Information Technology, Cybersecurity, Data Science, Information Systems, or Computer Science, or equivalent military experience.

• Security+ certification and one of GCLD, GSEC, or CSSLP are required.

• IAT Level II Certification is necessary.

• Must possess a current, active Top Secret DoD security clearance and have the ability to maintain it.

• Ability to document processes, create training materials, and conduct user training sessions.

• Experience with software package installations, patching, and upgrades.

• Capacity to thrive in a fast-paced production environment and manage multiple competing priorities simultaneously.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Employer-paid life insurance

• Short-term disability insurance

• Long-term disability insurance

• Retirement plans with employer contributions

• Paid time off

• Holidays

• Opportunity for advancement

• Respectful and collaborative work environment