ServiceNow Systems Administrator

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

📋 Description

• Oversee, enhance, and ensure the smooth operation of ServiceNow DEV, TEST, and PROD instances.

• Monitor system health, performance metrics, uptime, and availability.

• Implement ServiceNow patches, updates, and upgrades while minimizing the impact on operations.

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

• Design and execute 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.

• Provide training materials and user guides for the CAC-authentication process.

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

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

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

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

• Set up Performance Analytics dashboards and reporting tools.

• Generate automated reports on system health, incident resolution rates, compliance, performance, asset management, and change records.

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

• Troubleshoot platform-related issues and conduct root cause analysis.

• Document troubleshooting processes and solutions.

• Serve as a liaison with ServiceNow technical support and stakeholders.

• Submit and monitor technical support tickets and escalate unresolved matters.

• Collaborate with platform and process owners.

• Coordinate all modifications through formal review, approval, documentation, and change management processes.

⛳️ Requirements

• A minimum of 2 years of experience as a ServiceNow System Administrator, with hands-on experience in DEV, TEST, and PROD environments.

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

• Proficiency 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.

• Knowledge of data integrity validation and backup procedures.

• ServiceNow System Administrator Certification.

• 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.

• IAT Level II Certification.

• Current, active Top Secret DoD security clearance with the ability to maintain it.

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

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

• Ability to thrive in a fast-paced production environment and manage multiple competing tasks 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.