IT Service Management Specialist
About The Position
ECS is seeking an IT Service Management Specialist to work in a hybrid capacity supporting the U.S. Postal Service Office of the Inspector General (OIG) in Arlington, Virginia. The role focuses on maintaining the health, performance, and reliability of the ServiceNow platform and ensuring it meets operational requirements. The specialist configures and customizes ServiceNow applications, manages access controls, provides technical support, monitors performance, and coordinates platform enhancements. The role also provides technical leadership in platform design, integration, and optimization, while maintaining documentation and evaluating new tools and system changes. Candidates must be able to pass a USPIS Moderate Background Investigation (MBI) and obtain a USPS Public Trust (elevated) clearance. U.S. citizenship and the ability to pass an in-depth background check are required. The listed salary range is $125,000–$156,000. The posting includes the heading “General Description of Benefits” but does not specify benefits.
Requirements
- 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.
- At least 3 years of ServiceNow ITSM experience in a development or consulting role.
- Demonstrated experience managing and administering ServiceNow, including platform configuration, upgrades, and technical troubleshooting.
- Hands-on ServiceNow development experience with custom workflows, scripts, portal design, and system integrations.
- Strong knowledge of ITIL frameworks and ITSM best practices.
- Proficiency in JavaScript and working knowledge of SQL, HTML, and CSS.
- Ability to implement and maintain automated processes and workflows.
- Strong organizational and analytical skills, including the ability to manage multiple tasks and priorities in a dynamic environment.
- Excellent interpersonal skills and the ability to communicate effectively with technical and non-technical personnel.
- Problem-solving and root cause analysis skills.
- Familiarity with IT security policies, firewalls, and cybersecurity principles in a government context.
- U.S. citizenship and ability to pass an in-depth background check, USPIS Moderate Background Investigation (MBI), and obtain USPS Public Trust (elevated) clearance.
Nice To Haves
- ServiceNow Certified System Administrator certification.
- ServiceNow Certified Application Developer certification.
- ITIL Foundation certification.
- Experience working in an Agile environment with tools such as Microsoft Azure DevOps.
- Prior experience supporting government agencies or contracts.
Responsibilities
- Maintain the health, performance, and reliability of the ServiceNow platform.
- Configure and customize ServiceNow applications, including workflows, forms, business rules, and 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 resolve issues while minimizing 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 documentation of configurations, processes, and procedures for compliance and knowledge sharing.
- Stay current with ServiceNow best practices, emerging features, and relevant federal IT standards.
- Provide technical leadership in platform design, integration, and optimization efforts.
- Evaluate new tools and system changes for compatibility, performance, and long-term suitability.
- Provide user training and technical documentation.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
