Place of Performance: Contractor may be required to travel CONUS and within the NCR during the performance of this contract to attend meetings, conferences, and training. The Contractor may be required to travel to off- site training locations and to ship training aids to these locations.
Citizenship: U.S. Citizenship required
Security Clearance: Must be eligible to obtain and maintain an IRS Moderate Background Investigation (MBI)/Public Trust.
Position Summary:
- Experience: 3+ years ServiceNow/ESM Platform; 2+ years Federal.
- Administering ITSM modules, including Incident, Problem, Change, Request, Knowledge, and Service Catalog.
- Strong knowledge of users, groups, roles, ACLs, and role-based access controls.
- Experience managing Service Catalog items, Record Producers, workflows, approvals, and Flow Designer.
- Experience with notifications, events, SLAs, assignment rules, and scheduled jobs.
- Working knowledge of CMDB, CI classes, relationships, data quality, and CSDM concepts.
- Experience with Import Sets, Transform Maps, data loads, and data maintenance.
- Experience managing update sets and deployments across Development, Test/UAT, and Production instances.
- Experience with instance cloning, upgrades, patches, and release management.
- Ability to perform system monitoring, troubleshooting, debugging, and performance analysis.
Scope & Complexity:
- Must demonstrate a minimum of 3 years of experience with focus on the complex administration of users, groups, and role-based access controls across dozens of business units, while sustaining instance health.
- Highlight experience managing Service Catalog items, workflows, ACLs, automated test frameworks (ATF), instance cloning, and patching without disrupting critical enterprise operations.
Skillsets:
- ServiceNow Platform Administration, ITSM Modules, User Administration, Security and Access Controls, Flow designer and Workflow, Platform Configurations, Data Management, Reporting and Dashboards, SLAs and APIs Integrations deployment management and ATF (Automated Test Framework).
Certifications (or equivalent): Certified System Administrator (CSA) Required, Certified Implementation Specialist (CIS) required for applicable domains (ITSM, ITOM, HRSD, HAM/SAM)
