ServiceNow Administrator

Resource Management Concepts•Charleston, SC

22h•Onsite

About The Position

Resource Management Concepts, Inc. (RMC) is seeking an experienced ServiceNow Administrator to support a US Navy environment. The role involves providing hosting environments and platforms for Navy, DoD, and Homeland Security (HLS) applications using Component Enterprise Data Centers (CEDCs) and Commercial Cloud Service Providers (CSPs). The administrator will be responsible for the administration, configuration, and maintenance of ServiceNow capabilities for managing purchase orders, contracts, catalog items, assets, configuration data, and IT operations processes. The depth of ITOM engineering support will be determined by customer requirements and governed by the core CLOUD CITI ServiceNow engineering team. This is a Full-Time role through September 30, 2026, transitioning to Part-Time support for FY27.

Requirements

Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or a related field; relevant experience may be considered in lieu of a degree.
Three or more years of ServiceNow administration, platform analysis, or implementation experience, with hands-on experience supporting ITAM, ITOM, CMDB, Service Catalog, or Asset Management capabilities.
Working knowledge of ServiceNow data models, roles, access controls, workflows, reporting, imports, update sets, and platform administration practices.
Demonstrated SME-level experience architecting and implementing ServiceNow Hardware Asset Management (HAM) and Software Asset Management (SAM) workflows.
Must be capable of operating autonomously without senior technical ITAM oversight.
Ability to gather requirements, document processes, analyze data, troubleshoot issues, and communicate effectively with technical and nontechnical stakeholders.
ServiceNow Certified System Administrator (CSA) certification is required.
Must hold a DoD 8140 IAT Level II baseline certification (e.g., CompTIA Security+) at the time of hire.
Must hold an active Department of Defense (DoD) Secret Security Clearance.

Nice To Haves

For an engineering-level scope, experience with Discovery, Service Mapping, MID Servers, integrations, scripting, Flow Designer, IntegrationHub, APIs, and CMDB identification and reconciliation is preferred.
ITAM, ITOM, CMDB, Discovery, or Service Mapping implementation certifications are a plus.

Responsibilities

Administer and maintain ServiceNow IT Asset Management (ITAM), IT Operations Management (ITOM), Service Catalog, and related platform capabilities.
Develop comprehensive Standard Operating Procedures (SOPs) for all ITAM and Catalog processes.
Conduct mandatory, recurring cross-training sessions with the core internal ServiceNow team to ensure baseline ITAM administration knowledge is established in-house.
Support purchase order and contract tracking, including record creation, updates, reconciliation, reporting, and data-quality reviews.
Create, configure, test, publish, and maintain catalog items, record producers, variables, approvals, and fulfillment workflows.
Manage hardware and software asset records throughout the asset lifecycle, including receiving, inventory, assignment, transfer, refresh, retirement, and disposal.
Partner with customer stakeholders, process owners, and technical teams to document requirements, prioritize requests, and recommend practical ServiceNow solutions.
Develop and maintain reports, dashboards, procedures, and administrative documentation.
Troubleshoot incidents and requests, resolve platform or data issues, and escalate complex technical problems when appropriate.
Act as the technical bridge between the customer and the core CLOUD CITI ServiceNow team for complex discovery, event management, or integration failures.
Maintain and validate Configuration Management Database (CMDB) and ITOM-related records using established data standards and governance procedures.
Analyze configuration item, relationship, event, alert, service, and asset data to identify gaps, duplicates, ownership issues, and reconciliation problems.
Support service and application owners with data reviews, operational reporting, dashboards, and recurring data-quality metrics.
Assist with ITOM process documentation, user support, backlog refinement, testing, and coordination of changes to existing capabilities.
Review existing workflows and operational processes and recommend improvements that strengthen accuracy, traceability, and customer support.
Configure and support ServiceNow Discovery and Service Mapping specifically for the customer's hosted assets.
Coordinate with the core platform team for any underlying infrastructure needs (e.g., MID Server deployment/troubleshooting or credential management).
Develop platform-compliant automation (using Flow Designer, IntegrationHub spokes, or APIs) to streamline the customer's ITOM processes, minimizing technical debt and avoiding heavy custom scripting where out-of-the-box (OOTB) capabilities exist.
Design and maintain identification and reconciliation rules, data sources, and transform maps strictly tailored to the customer’s ITAM/ITOM data feeds, ensuring no disruption to global CMDB integrity.
Support technical design reviews, release planning, testing, deployment, upgrade validation, performance analysis, and security hardening for ITOM solutions.