Sr. IT Service Management Specialist

Citizenship: US citizens only
NOTE: The selected individual will be able to work remotely throughout the U.S.

Responsibilities

• Maintain the health, performance, and reliability of the ServiceNow platform.
• Configure and customize ServiceNow applications, including workflows, forms, and business rules.

Reporting Capabilities To Meet Operational Requirements

• Manage user roles, permissions, and access control in alignment with security policies and organizational standards.
• Provide technical support and issue resolution, ensuring minimal disruption to IT services.
• Monitor system logs and performance, proactively identifying and addressing potential issues.
• Coordinate and implement new features, upgrades, and platform enhancements in line with release schedules.
• Maintain thorough documentation of configurations, processes, and procedures for compliance and knowledge sharing.
• Stay up to date with ServiceNow best practices, emerging features, and relevant federal IT standards.
• Offer technical leadership in platform design, integration, and optimization efforts.
• Conduct evaluations of new tools or system changes to assess compatibility, performance, and long-term suitability.

Primary Requirements

• Demonstrated experience in managing and administering ServiceNow, including platform configuration, upgrades, and technical troubleshooting.
• Hands‑on development experience with custom workflows, scripts, portal design, and system integrations within ServiceNow.
• Strong knowledge of ITIL frameworks and ITSM best practices.
• Proficiency in JavaScript, with working knowledge of SQL, HTML, and CSS.
• Ability to implement and maintain automated processes and workflows.
• Excellent interpersonal skills and the ability to communicate effectively with both technical and non‑technical personnel.
• Experience providing user training and technical documentation.
• Skilled in problem‑solving and root cause analysis.
• Familiarity with IT security policies, firewalls, and cybersecurity principles in a government context.

Secondary Requirements

• Experience working in an Agile environment with tools such as Microsoft Azure DevOps.
• Prior experience supporting government agencies or contracts.
• Strong organizational and analytical skills; ability to manage multiple tasks and priorities in a dynamic environment.

Certifications

• ServiceNow Certified System Administrator
• ServiceNow Certified Application Developer
• ITIL Foundation Certification

Education

• Bachelor's degree in computer science, information systems, or a related discipline.
• At least 5 years of experience in IT support, system administration, or a related technical field.
• Minimum of 3 years of ServiceNow ITSM experience in a development or consulting role.

Additional Provisions

• Pass both a client mandated clearance process to include drug screening, criminal history check, and credit check.
• All candidates must be a US Citizen.
• Candidate must have lived in the US for the past 5 years.
• Cannot have more than 6 months travel outside the United States within the last five years. Military Service excluded. (Exception does not include military family members.)