ITSM Administrator

Leidos • Suitland, MD

2d • $73,450 - $132,775 • Onsite

About The Position

Leidos is seeking an ITSM Administrator to join their team in Suitland, MD, supporting a mission-focused environment for their customer. The role is responsible for the administration, configuration, and continuous improvement of the IT Service Management platform, ensuring the systems and processes supporting mission operations remain reliable and effective. The administrator will manage the health and performance of the ITSM environment while supporting critical ITIL processes, including Incident, Problem, Change, Request, and Asset Management. Responsibilities include troubleshooting platform issues, maintaining asset and configuration documentation, developing operational reporting and dashboards, and supporting platform upgrades and improvements with minimal disruption to operations.

Requirements

• Bachelor’s degree in a related field with 4+ years of relevant experience, or a Master’s degree in a related field with 3+ years of relevant experience. Additional training, certifications, or work experience may be considered in lieu of a degree.
• Active DoD Top Secret/SCI (TS/SCI) security clearance.
• Certifications: CompTIA Security+, ITIL V4 Foundation, and ServiceNow Certified Developer/Associate.
• 3+ years of administration experience with Windows Server and/or Linux/CentOS environments.
• 2+ years of experience with ServiceNow reporting and performance metrics or comparable reporting tools.
• Expert level experience with ServiceNow ITSM Suite administration and development.
• 3+ years of hands-on experience with Asset Management, Service Request Management, and Change Management.
• 3+ years of experience supporting ServiceNow 9x or higher, including implementing and administering Asset Management and ServiceNow Discovery.
• In depth knowledge of Helpdesk operations and fundamentals.
• Basic to intermediate scripting skills using JavaScript, PowerShell, Python, or SQL for platform customization.
• Strong problem solving, troubleshooting, and communication skills.
• Proactive approach to identifying and resolving platform bugs, performance bottlenecks, and integration failures.

Responsibilities

• Administer the ITSM platform, including user access, groups, permissions, security controls, and overall platform health.
• Troubleshoot and resolve technical issues within prescribed timelines.
• Track change requests and trouble tickets to ensure they are properly documented and managed.
• Configure and optimize core Information Technology Infrastructure Library (ITIL) modules, including Incident, Problem, Change, Request, and Asset Management.
• Maintain configuration management and lifecycle documentation for Mission IT assets.
• Provide recommendations for software updates and hardware replacements.
• Create custom reports, performance analytics, and dashboards to monitor operational Key Performance Indicators (KPIs).
• Plan, test, and execute platform upgrades, patches, and hotfixes while minimizing disruption to business operations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level