ServiceNow Administrator

CACI International•Norfolk, VA

2d•Onsite

About The Position

The ServiceNow Administrator will manage, configure, and maintain the enterprise ServiceNow platform in support of the NMMES mission. This role emphasizes secure configuration, workflow automation, catalog maintenance, reporting/analytics, and instance upgrades. The Administrator partners closely with Quality Assurance to ensure Delivery+ compliance, audit readiness, and proper documentation/record retention per CACI QMS.

Requirements

2–4+ years of hands on ServiceNow administration.
Secret Clearance
Certified ServiceNow System Administrator (CSA).
Experience with core ITSM modules (Incident, Problem, Change).
Demonstrated ability to implement secure ACLs, SSO, and role-based access.
Experience producing dashboards/reports with clear KPIs.
Strong troubleshooting, documentation, and stakeholder communication skills.

Nice To Haves

ITIL v4 Foundation or higher.
Experience supporting U.S. Navy, DoD, or federal programs (NMMES highly desired).
Familiarity with DoD cybersecurity requirements (STIGs/NIST 800 53/RMF context for enterprise applications).
Experience with Performance Analytics, IntegrationHub, or HRSD/ITOM/CSM modules.

Responsibilities

Configure forms, fields, tables, UI policies; prioritize low code configuration over custom scripting.
Manage platform upgrades/patches, instance cloning, update sets; conduct routine health checks.
Administer users, groups, roles; implement and maintain ACLs, SSO, authentication rules.
Build/update Service Catalog items; configure request workflows, approvals, notifications; support Incident/Problem/Change modules (ITSM).
Design dashboards and reports; develop KPIs and performance analytics for stakeholders.
Troubleshoot system errors, resolve defects, and coordinate with developers/integrators when needed.
Align with Quality Assurance: plan and perform QA evaluations of processes/work products, ensure contractual and Delivery+ compliance, support audits, capture non conformances and corrective actions, and maintain objective evidence.