ServiceNow Administrator to support the configuration, administration, and ongoing maintenance of the ServiceNow platform for our IT Call Center serving government clients. The ideal candidate is a technically proficient and detail-oriented professional with solid hands-on experience administering the ServiceNow platform, a strong foundational understanding of IT service management principles, and a demonstrated ability to support and maintain ServiceNow environments that enable efficient and effective IT Call Center operations. They bring strong communication skills, a proactive approach to platform maintenance and issue resolution, and a commitment to delivering reliable and optimized ServiceNow platform services in a remote work environment. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is Remote.
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
Position Description:The ServiceNow Administrator will be responsible for the day-to-day administration, configuration, and maintenance of the ServiceNow platform supporting IT Call Center operations. This individual will work closely with the ServiceNow Administrator/Developer, Call Center Operations Manager, program leadership, and end users to ensure the ServiceNow environment is consistently stable, secure, and optimized to support call center service delivery requirements. Principal responsibilities will include but are not limited to:
- Perform day-to-day administration of the ServiceNow platform, including user and group management, role assignments, access control list (ACL) maintenance, and system configuration in support of IT Call Center operational requirements and security protocols.
- Monitor the health, stability, and performance of the ServiceNow platform on an ongoing basis, proactively identifying and resolving platform issues, configuration errors, and performance degradations to minimize operational impact.
- Support the configuration and maintenance of ServiceNow modules relevant to IT Call Center operations including Incident Management, Request Management, Problem Management, Knowledge Management, and Service Catalog, ensuring all modules are accurately configured and functioning as intended.
- Assist in the development and maintenance of ServiceNow workflows, flow designer automations, and notification rules that support call center ticketing, routing, escalation, and resolution processes under the direction of the ServiceNow Administrator/Developer.
- Manage ServiceNow platform updates, patches, and scheduled maintenance activities, coordinating with program leadership and stakeholders to minimize operational disruption during maintenance windows.
- Maintain and update ServiceNow reporting configurations, dashboards, and performance analytics products that support call center performance monitoring and SLA compliance tracking.
- Provide Tier 2 platform support to call center staff and end users, troubleshooting and resolving ServiceNow access issues, configuration problems, and platform-related incidents in a timely and effective manner.
- Manage and process ServiceNow access requests, ensuring all user provisioning, deprovisioning, and role modification activities are completed accurately and in compliance with applicable security policies and access management procedures.
- Assist in the development and maintenance of ServiceNow knowledge base articles, user guides, and platform training materials, supporting the onboarding of new call center staff on ServiceNow platform features and workflows.
- Maintain accurate and up-to-date platform administration documentation including configuration records, change logs, access management records, and maintenance schedules.
- Coordinate with the ServiceNow Administrator/Developer on platform development, enhancement, and testing activities, providing administrative support and conducting user acceptance testing (UAT) as directed.
- Ensure all ServiceNow platform administration activities comply with applicable federal security requirements, agency policies, and contractual obligations, escalating compliance concerns to program leadership as appropriate.
- Support the import, export, and management of ServiceNow data, including data imports, update set management, and configuration migration activities between development, test, and production environments.
- Participate in platform review meetings, operational briefings, and cross-functional team sessions, providing platform status updates and contributing administrative insights as directed by program leadership.
- Stay current on ServiceNow platform updates, new features, and administrative best practices, proactively identifying opportunities to leverage platform capabilities to enhance call center operational efficiency.
Education and Experience:Required:
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field from an accredited college or university. Relevant experience may be considered in lieu of a degree.
- 2+ years of hands-on experience administering the ServiceNow platform in a structured IT service delivery environment.
- Demonstrated experience performing ServiceNow user management, access control configuration, module administration, and platform maintenance activities.
- ServiceNow Certified System Administrator (CSA) certification or demonstrated progress toward obtaining certification within 6 months of hire.
Preferred:
- Prior experience supporting ServiceNow administration within a federal government contracting environment.
- Experience supporting ServiceNow administration for an IT call center, service desk, or IT managed services program.
- Experience working in a fully remote IT service delivery environment.
Required Skills and Competencies:- Strong communication skills in English - both written and oral - with the ability to communicate platform status updates, technical issues, and administrative procedures clearly and professionally to both technical and non-technical audiences in a remote work environment.
- Demonstrated hands-on proficiency in ServiceNow platform administration, including user and group management, role assignments, access control list (ACL) configuration, and system administration activities.
- Working knowledge of ServiceNow module configuration and maintenance, including Incident Management, Request Management, Problem Management, Knowledge Management, and Service Catalog.
- Familiarity with ServiceNow workflows, flow designer, and notification configuration to support call center ticketing and escalation processes.
- Proficiency in ServiceNow reporting and dashboard configuration for SLA monitoring and call center performance visibility.
- Strong understanding of IT service management principles and ITIL frameworks, including incident management, problem management, change management, and service request fulfillment.
- Demonstrated ability to troubleshoot and resolve ServiceNow platform issues, access problems, and configuration errors independently and in a timely manner.
- Experience managing ServiceNow update sets, data imports, and configuration migrations between platform environments.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and remote collaboration tools such as Microsoft Teams and SharePoint for documentation, communication, and coordination purposes.
- Demonstrated ability to manage multiple administrative priorities simultaneously, maintain accurate documentation, and meet deadlines in a remote, fast-paced operational environment.
- Ability to obtain and maintain a government security clearance as required.
Desired Skills and Competencies:- Active government security clearance (Secret or higher).
- ServiceNow Certified System Administrator (CSA) certification.
- ServiceNow Certified Application Developer (CAD) certification or demonstrated foundational ServiceNow development skills including JavaScript and Glide API.
- ITIL Foundation certification or higher (ITIL Intermediate or ITIL 4 Managing Professional).
- Familiarity with ServiceNow Integration Hub, REST/SOAP API configurations, and MID Server administration for platform integration support.
- Familiarity with ServiceNow IT Operations Management (ITOM) or IT Asset Management (ITAM) modules.
- Experience supporting ServiceNow platform upgrades, patch management, and release management activities in a structured IT service delivery environment.
- Familiarity with federal IT security frameworks and compliance requirements such as NIST, FedRAMP, or FISMA as they relate to platform administration and access management.
- Basic familiarity with HTML, CSS, or JavaScript as they relate to ServiceNow portal configuration and basic platform customization.
- Experience with Agile or DevOps methodologies as applied to ServiceNow platform administration and release coordination activities.
- Experience supporting ServiceNow Virtual Agent configuration or AI-driven platform features in a call center or service desk environment.
- Knowledge of ServiceNow Performance Analytics and advanced reporting capabilities for operational performance monitoring and SLA compliance tracking.
