ServiceNow Engineer

We are seeking a proactive ServiceNow, Multi-Domain System Administrator & PowerBI Engineer to manage, configure, and optimize a large-scale, multi-tenant ServiceNow instance while delivering actionable enterprise business intelligence through Microsoft Power BI.

In this role, you will be responsible for the day-to-day administration and platform engineering of a complex ServiceNow environment featuring Domain Separation, multi-organization tenant structures, and extensive custom configurations. In addition to maintaining platform health, access security, and workflow automation across discrete operational domains, you will architect data pipelines and develop interactive Power BI dashboards to provide enterprise-wide operational visibility.

This role operates in a highly structured, secure environment (supporting federal, defense, or large enterprise clients) and requires strong collaboration with cloud operations, cybersecurity, and data analytics teams.

• Administer and maintain a large, multi-domain ServiceNow enterprise instance, ensuring tenant isolation, proper domain hierarchy, and data segregation.
• Manage domain-specific configurations, overrides, user provisioning, group assignments, and role-based access controls (RBAC) across distinct business units or client organizations.
• Oversee instance health, system clones, sub-production environment synchronizations, and routine patch/family release upgrades in a heavily customized environment.
• Maintain and update Access Control Lists (ACLs), UI Policies, Client Scripts, and Business Rules with strict adherence to domain boundaries.
• Perform ongoing platform tuning, database indexing reviews, table cleanups, and system log monitoring to maintain optimal performance.

• Design, build, and maintain custom ServiceNow applications, catalog items, record producers, and Flow Designer workflows tailored to multi-tenant operational needs.
• Configure and support automated approval matrices, SLA definitions, and custom task routing logic.
• Troubleshoot complex script issues, domain-visibility defects, and workflow execution errors.
• Support integration points connecting ServiceNow with enterprise identity providers, IT asset inventories, and external monitoring platforms.
• Enforce release management procedures, update set validation, and migration governance across Development, Test, and Production instances.

• Connect, extract, and transform operational and transactional data from ServiceNow tables, database views, and external data sources into Microsoft Power BI.
• Design normalized data models and implement complex DAX (Data Analysis Expressions) measures, calculated columns, and metrics.
• Build, deploy, and maintain executive-level dashboards, operational scorecards, and custom reports that accurately reflect multi-domain organizational performance.
• Implement Row-Level Security (RLS) and Power BI workspace governance to mirror ServiceNow domain data access controls.
• Schedule, monitor, and optimize automated dataset refreshes and report performance.

• Coordinate with cybersecurity teams to enforce baseline security configurations, vulnerability remediations, and compliance mandates (e.g., NIST, DISA STIGs).
• Maintain detailed system architecture documentation, standard operating procedures (SOPs), data dictionaries, and domain administration runbooks.
• Participate in Agile ceremonies, backlog grooming, sprint planning, and user story estimations.

Bachelor’s degree and 8+ years of experience (or commensurate)

• 4–7 years of progressive experience in IT systems administration, enterprise platform engineering, and business intelligence reporting.
• ServiceNow Multi-Domain Expertise: Demonstrable hands-on experience administering and configuring ServiceNow instances utilizing Domain Separation and complex tenant architectures.
• ServiceNow Configuration: Strong proficiency with core ServiceNow components, including Flow Designer, Workflow Editor, Service Catalog, Business Rules, Client Scripts, ACLs, and Update Sets.
• Power BI & Data Modeling: Proven experience building multi-source Power BI dashboards, advanced DAX calculations, Power Query/M transformations, and Row-Level Security (RLS).
• Data & Scripting Skills: Working knowledge of SQL, relational data structures, JavaScript, and REST/SOAP APIs.
• Security & Systems Integration: Familiarity with role-based access control (RBAC), identity provisioning, and enterprise IT security baselines.
• Strong analytical and troubleshooting skills with the ability to resolve cross-domain visibility and inheritance issues.
• Excellent interpersonal and technical communication skills for working with cross-functional stakeholders.
• U.S. citizenship is required.
• Must be able to obtain and maintain a U.S. Government Secret clearance.

• Active U.S. Government Secret clearance (or eligibility/transferability).
• ServiceNow Certified System Administrator (CSA) or ServiceNow Certified Application Developer (CAD).
• Microsoft Certified: Power BI Data Analyst Associate (PL-300).
• CompTIA Security+ or equivalent DoD 8570/8140 baseline security certification.
• Experience operating within defense, federal agency, or large managed service provider (MSP) environments.

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