ITSM Platform Administrator

Koniag Government Services•Washington, DC

1d•Hybrid

About The Position

Koniag IT Systems, LLC, a Koniag Government Services company, is seeking an ITSM Platform Administrator to support KITS and our government customer in Washington, DC. This position requires the candidate to be able to obtain a Public Trust. The position is hybrid, requires 2 days onsite. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more. Koniag IT Solutions (KITS) is seeking an experienced ITSM Platform Administrator with a minimum of 5 years of experience to administer and continuously improve the customer's enterprise IT service management platform (ServiceNow or equivalent). The ideal candidate has strong hands-on ServiceNow administration experience, understands ITIL 4-aligned service management processes, and is comfortable supporting an expanding set of automation and AI-enabled platform capabilities within a federal security and change management framework.

Requirements

Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent professional experience
Minimum of 5 years of experience administering an enterprise ITSM platform, with strong preference for ServiceNow
Working knowledge of ITIL 4 service management practices (incident, problem, change, configuration, knowledge management)
Experience with ITSM platform configuration, workflow/flow design, and reporting/dashboard development
Familiarity with integrating ITSM platforms with monitoring, CMDB discovery, and security tooling
Strong troubleshooting, documentation, and stakeholder communication skills
Ability to obtain Public Trust clearance

Nice To Haves

Experience working in a federal government IT environment
ServiceNow Certified System Administrator (CSA) certification
ITIL 4 Foundation certification
Experience with ServiceNow Performance Analytics, IntegrationHub, or agentic/AI workflow capabilities
Experience supporting federal government ITSM implementation

Responsibilities

Administer the enterprise ITSM platform (ServiceNow or equivalent), including instance configuration, user/group and access management, workflow design, and catalog administration.
Support incident, problem, change, configuration (CMDB), and knowledge management modules, ensuring data quality and process alignment with ITIL 4 practices.
Configure and maintain integrations between the ITSM platform and infrastructure, monitoring, and security tooling to support end-to-end visibility.
Build and maintain operational and management reports/dashboards (e.g., ServiceNow Performance Analytics) reflecting SLA/OLA performance and platform health.
Support platform upgrades, patch releases, and testing cycles, coordinating with vendor and internal stakeholders.
Administer and govern emerging automation and AI-assisted platform features (e.g., agentic workflows, automated ticket routing/triage) within established guardrails and change control.
Maintain platform documentation, configuration standards, and administrator runbooks.
Support audit, security assessment, and continuous monitoring (ConMon) activities related to the ITSM platform in accordance with NIST SP 800-53.
Provide Tier 2/3 support for platform-related incidents and service requests.