NetImpact has an opportunity for a ServiceNow System Administrator to join our talented IT Services team. This is a 100% remote position. We are seeking candidates who can demonstrate their ability to perform with agility and act with an understanding of the importance of the customer’s mission--delivering value by managing dynamic environments, objectives, and priorities. They will work with key stakeholders to design and develop enterprise business solutions for the customer and serve as a technical resource leading the configuration, development, support, and maintenance of a large, custom ServiceNow application suite of capabilities. The candidate will effectively leverage the ServiceNow platform and their own expertise to implement enterprise business solutions for our customer. They will be a member of a cross-functional team responsible for enhancing the ServiceNow platform, implementing new products, and developing custom ServiceNow solutions. The successful candidate can effectively provide strategic and tactical support to clients, support multiple projects simultaneously, and adapt to changing priorities. This position requires a full-time commitment.

Responsibilities:

• Provide user support
• Provide support for ServiceNow by troubleshooting a variety of difficult software problems, implementing bug fixes, and performing root cause analysis
• Collaborate with project team members to design and deliver creative, scalable, and maintainable solutions to complex problems.
• Ensure ongoing operations function as expected
• Design and develop solutions within the ServiceNow environment to include new or modifications to applications, forms, workflow, policies, actions, access control, interfaces, and any other configurations required to support client processes
• Create and maintain API and data integration processes between ServiceNow and other systems.
• Investigate application behavior
• Generate operational reports and KPI analysis as needed
• Prepare client facing and internal deliverables that are technology related
• Maintain production system reliability utilizing change management process
• Monitor health, usage and overall compliance of the application
• Assist with version upgrades and install patches

Required

• Bachelor’s degree in computer science, MIS or Business-related discipline
• 4+ years of hands-on experience as ServiceNow Administrator
• Experience supporting and troubleshooting custom ServiceNow applications in a production environment, including incident resolution and root cause analysis.
• Experience working with business rules, client scripts, UI policies, flows, workflows, and other application configurations.
• Experience troubleshooting integrations, REST APIs, scheduled jobs, and data-related issues.
• Understanding of ServiceNow security, including roles, ACLs, and user access.
• Experience with update sets, release deployments, testing, and post-deployment validation.
• Ability to manage assigned incidents and service requests in accordance with established SLAs, including prioritization, timely resolution, escalation, and communication.
• Experience preparing and delivering monthly operational reports, including ticket volumes, SLA performance, outstanding issues, trends, and other relevant performance metrics.
• Ability to work directly with customers to investigate issues, understand requirements, and communicate technical findings and resolutions.
• Strong communication skills (oral and written)
• Demonstrated experience developing solutions consistent with architectural standards and ServiceNow best practices
• ServiceNow Certified System Administrator
• Certified in Scaled Agile Framework (SAFe) – or able to complete within 60 days of hire

Preferred

• Experience with ITIL Service Management processes. ITIL Foundations certification
• Must be eligible to meet government eligibility requirements including public trust clearance

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