Type of Requisition:
Regular

Clearance Level Must Currently Possess:
None

Clearance Level Must Be Able to Obtain:
None

Public Trust/Other Required:
MBI (T2)

Job Family:
IT Infrastructure and Operations

Job Qualifications:

Skills:
Business Continuity, Information Technology (IT) Systems, Information Technology Operations
Certifications:
None
Experience:
3 + years of related experience
US Citizenship Required:
No

Job Description:

GDIT is seeking a System Administrator Specialist to support the National Institutes of Health (NIH), National Institute of Allergy and Infectious Diseases (NIAID) under the Business Process and Information Management Branch (BPIMB) ServiceNow Support Services (SNSS) program.

In this role, you will perform daily system configuration and operational activities that support NIAID's ServiceNow environment and related platforms. You will optimize system performance, monitor resource utilization, assist users in accessing and using business systems, and support the stability, security, and efficiency of technical operations across ITSM, ITOM, CMDB, SecOps, VR, and integrated systems.

This position requires hands-on operational support skills, familiarity with enterprise platforms, and experience delivering reliable system administration services in a large, complex environment.

Other responsibilities will include:

• Perform daily configuration and operational tasks for the ServiceNow platform and supporting systems.
• Monitor and optimize system performance, including resource utilization, data throughput, and platform stability.
• Conduct system capacity analysis and assist with long-term planning to ensure platform scalability.
• Maintain and administer user accounts, roles, permissions, and access controls in accordance with NIH and NIAID security standards.
• Support configuration updates, scheduled maintenance, patch application, troubleshooting, and routine system health checks.
• Assist users in accessing and using business systems, providing Tier 2 support for ServiceNow and related tools.
• Monitor integrations, jobs, and transactions for reliability and timely execution.
• Coordinate with developers, architects, and business analysts to support deployments and validate operational readiness for releases.
• Maintain documentation for system procedures, configurations, operational tasks, change records, and runbooks.
• Perform log reviews, error analysis, and basic root cause analysis for operational incidents.
• Support backup, restore, and disaster recovery testing as part of continuity-of-operations requirements.
• Participate in formal and informal review checkpoints throughout the development and release lifecycle.

Required Qualifications and Skills:

• Bachelor's degree (or equivalent experience).
• 3 or more years of experience performing system administration in a large computer-based environment.
• Hands-on experience administering or supporting ServiceNow, including configuration, operational maintenance, user management, workflows, or integrations.
• Basic scripting skills, including JavaScript or equivalent scripting ability used within ServiceNow or similar enterprise platforms.
• Experience performing daily system operations, configuration updates, maintenance, patching, and monitoring.
• Familiarity with ITSM or IT operations workflows.
• Experience assisting users with system access, navigation, and troubleshooting.
• Ability to analyze system performance, resource utilization, and capacity trends.
• Experience documenting procedures and following structured change management practices.
• Strong problem-solving skills, communication skills, and customer support competency.
• Ability to obtain and maintain NIH Public Trust.

Desired Skills:

• ServiceNow certification such as CSA or related module-specific certification.
• Experience supporting ServiceNow ITOM, CMDB, Discovery, Service Mapping, or Integration Hub.
• Experience configuring and supporting MID Servers.
• Experience with REST or SOAP API interactions.
• Familiarity with log analysis tools or platform monitoring dashboards.
• Experience supporting compliance-driven federal environments.
• Experience creating runbooks, SOPs, and operational checklists.
• Experience troubleshooting basic JavaScript or platform logic issues.

The likely salary range for this position is $76,500 - $103,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:
40

Travel Required:
Less than 10%

Telecommuting Options:
Hybrid

Work Location:
USA MD Rockville

Additional Work Locations:

Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process:
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.