Knowledge Management Specialist / ServiceNow Developer

Bowhead-posted 3 months ago
Quantico, VA
Transportation Equipment Manufacturing
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Bowhead is seeking a Knowledge Management Specialist with a ServiceNow background to support a customer in Stafford, VA. Support for the contract will consist of designing, developing, and administering workflows, catalog items, and custom applications to support business needs, with a focus on optimizing service requests, change management, and reporting capabilities. In addition to providing ServiceNow expertise, this person will support the customer's Knowledge Management Team.

  • Configure and maintain ServiceNow modules, including Incident, Problem, Change, and Service Catalog.
  • Develop and customize catalog items, variables, variable sets, and flows to streamline service request processes.
  • Design and implement automated workflows using Flow Designer and business rules to enhance operational efficiency.
  • Administer user roles, groups, and custom permissions to ensure secure access control.
  • Create and maintain dashboards, reports, and performance analytics for stakeholder visibility.
  • Integrate ServiceNow with external systems using REST/SOAP APIs.
  • Troubleshoot and resolve platform issues, ensuring minimal downtime and optimal performance.
  • Collaborate with stakeholders to gather requirements and deliver tailored solutions.
  • Perform platform upgrades, patch management, and cloning activities.
  • Document configurations, processes, and customizations for knowledge transfer.
  • Assist with the development of policies and processes to ensure all knowledge management work is performed in an integrated fashion across the command.
  • Help disseminate information about the knowledge management program to internal and external audiences, including organizing knowledge management events, maintaining communication on knowledge management across the Command, supporting new join orientations, and preparing marketing materials.
  • Bachelor's degree in engineering, physical sciences, mathematics, management information systems, business administration, or equivalent professional experience.
  • 5+ years of hands-on experience as a ServiceNow Administrator/Developer.
  • Proficiency in ServiceNow configuration, including flows, catalog items, and scripting.
  • Strong knowledge of ServiceNow modules (ITSM, ITOM, or HR) and platform architecture.
  • ServiceNow Certified System Administrator and/or Certified Application Developer certification.
  • Experience with ServiceNow IntegrationHub and third-party integrations.
  • Familiarity with Performance Analytics and creating custom dashboards.
  • Knowledge of JavaScript, Glide API, and AngularJS for advanced customizations.
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