Senior ServiceNow Administrator (Hybrid Work Schedule)

Arapahoe County•Littleton, CO

10d•$102,323 - $163,451•Hybrid

About The Position

Ensures the stability, performance, and security of the ServiceNow platform by managing system administration, configuration, upgrades, integrations, and ongoing technical support for critical enterprise workflows. Oversees platform health, implements best‑practice solutions, maintains data integrity, and collaborates with stakeholders to optimize and expand ServiceNow capabilities that support key business operations.

Requirements

Proficiency in ServiceNow core modules (ITSM, Incident, Change, Problem, Service Catalog).
Advanced knowledge of ServiceNow scripting and customization: JavaScript, GlideScript, REST/SOAP APIs, Flow Designer, and workflow automation
Experience with ServiceNow upgrade processes and instance management.
Strong analytical and troubleshooting skills with attention to detail.
Excellent written and verbal communication skills; ability to translate technical concepts for non-technical audiences.
Accountability
Accessibility
Inclusivity
Integrity
Bachelor’s degree in computer science or a related field
At least 3+ years of hands-on ServiceNow administration experience in an enterprise environment.
Any equivalent combination of education and work experience that satisfy the requirements of the job will be considered.
Must successfully pass pre-employment testing which includes an acceptable motor vehicle record (MVR) and background check.
Successful completion of Colorado Justice Information System (CJIS) training.
Position is deemed essential and incumbents must be available for winter storm and other emergency events and available to work on-call on a rotational basis including evenings, holidays and weekends.
Work locations and facilities are subject to change based on business need.

Nice To Haves

ServiceNow Certified System Administrator (CSA) certification.
Additional certifications: CIS (ITSM, HRSD, CSM) or ServiceNow Certified Application Developer (CAD).
Advanced expertise in IT Asset Management (HAM, SAM, Discovery) or IT Operations Management (ITOM)
Experience with ServiceNow Workflow Optimization, Service Health Analytics, or Advanced Analytics
Knowledge of FedRAMP, ITIL v4 framework and public-sector IT governance standards.
Experience with ServiceNow AI/Automation products including Now Assist or Predictive Intelligence.

Responsibilities

Administer and maintain the ServiceNow platform, including upgrades, patches, and system health monitoring.
Manage user accounts, roles, groups, and access controls in alignment with County security policies.
Configure and maintain ServiceNow modules including ITSM, CMDB, SPM, or other deployed workflows.
Develop and maintain reports, dashboards, and performance analytics for department leadership.
Design, build, and maintain workflows, forms, business rules, UI policies, and client scripts.
Lead design and implementation of enterprise ServiceNow solutions for IT Asset Management (SAM Pro, HAM Pro, Discovery) and IT Operations Management (ITOM), establishing architecture patterns and technical standards.
Configure integrations with third-party County systems using APIs, SPOKES and integration hubs.
Support low-code/no-code solutions using Flow Designer and App Engine Studio.
Maintain configuration documentation and adhere to change management best practices.
Serve as a primary point of contact for platform-related incidents, service requests, and enhancements.
Collaborate with department stakeholders to gather requirements and translate business needs into technical solutions.
Provide training and onboarding support for new ServiceNow users and departmental administrators.
Partner with the ServiceNow account team and implementation partners on projects and roadmap planning.
Mentor junior ServiceNow administrators and technical staff; conduct code reviews, knowledge-sharing sessions, and provide technical coaching to team members.
Provide L3 support for complex incidents and root cause analysis (RCA); drive problem management and long-term fixes.
Participate in an on-call schedule, ensuring 24×7 availability for critical production issues and maintenance windows.