ServiceNow Engineer (Clearance Required)

Connsci • Washington, DC

8d • Hybrid

About The Position

Connsci is seeking a ServiceNow Engineer to support the Information Technology Division of one of our federal customers. This role will act as a subject matter expert on ServiceNow platform capabilities, providing guidance and recommendations to stakeholders and project teams. They will also provide remote administration, maintenance, configuration, and enhancement support for a ServiceNow environment, including IT Service Management (ITSM), core Asset Management, Hardware Asset Management Professional (HAM Pro), Software Asset Management Professional (SAM Pro), and Strategic Portfolio Management (SPM).

Requirements

• Ability to assess service requests, identify dependencies, estimate effort, and communicate technical recommendations clearly.
• Strong analytical, troubleshooting, documentation, and customer-service skills.
• Ability to work effectively with technical teams, business stakeholders, administrators, and Power Users in a remote Federal environment.
• Bachelor's degree in information technology, computer science, information systems, or a related field. Relevant experience may be considered in place of a degree.
• At least 5 years of experience administering, configuring, or supporting ServiceNow in an enterprise environment.
• At least 5 years of experience configuring ServiceNow workflows, forms, fields, reports, dashboards, notifications, and related platform components.
• At least 3 years of experience supporting ServiceNow ITSM and at least one additional module or capability, such as Asset Management, HAM Pro, SAM Pro, or SPM.
• At least 3 years of experience supporting configuration testing, quality assurance, user acceptance testing remediation, and production releases.
• At least 3 years of experience documenting configurations, troubleshooting activities, technical decisions, and end-user procedures.
• Current Top Secret, DOE Q, or Public Trust High Risk Tier 4 clearance

Nice To Haves

• ServiceNow Certified System Administrator certification.
• Experience administering multiple ServiceNow capabilities, including ITSM, HAM Pro, SAM Pro, and SPM.
• ServiceNow Certified Implementation Specialist certification in ITSM, HAM, SAM, SPM, or another relevant product area.
• Experience configuring the ServiceNow components of external system integrations.
• Experience developing administrator, Power User, and end-user documentation and conducting knowledge-transfer sessions.
• Familiarity with Federal change-control, security, access-management, and configuration-management processes.
• Experience working within a structured service-request model that includes effort estimation, prioritization, utilization tracking, and monthly reporting.

Responsibilities

• Act as a subject matter expert on ServiceNow platform capabilities, providing guidance and recommendations to stakeholders and project teams.
• Lead ServiceNow Support interactions with Cases, Changes and Requests, and escalations.
• Develop and maintain ServiceNow Service Portal components, widgets, pages, and the Now Mobile interface to enhance user experience and accessibility.
• Conduct Knowledge Transfer sessions with ITD ServiceNow administrators for development and administrative changes made.
• Collaborate with stakeholders to identify workflow requirements and streamline business processes.
• Develop and maintain ServiceNow Performance Analytics dashboards and indicators to provide insights into platform usage and performance.
• Develop and maintain ServiceNow scripts, including Business Rules, Client Scripts, Script Includes, UI Policies, and UI Actions.
• Develop and maintain ServiceNow Service Catalog items, Request Fulfillment workflows, and Service Level Agreements (SLAs).
• Monitor and troubleshoot the performance of the ServiceNow environments (Dev, Test, and Production Instances).
• Conduct routine ServiceNow ITSM and Core platform health assessments, ensuring peak performance and availability.
• Provide assessment report to Platform Owner or Gov Stakeholder.
• Manage user access, roles, and permissions.
• Configure and enhance core applications including, but not limited to, Service Catalog, Employee Center, Knowledge Base, Now Mobile, SPM and Change Management.
• Develop and maintain platform update sets.
• Perform regular platform updates and patches, ensuring system stability and security compliance.
• Administer platform clones and software upgrades, including remediation of Skipped Records.
• Establish a rollback plan for upgrades, ensuring minimal disruption in case of unforeseen issues.
• Implement and maintain ServiceNow security policies, roles, and access controls, ensuring data confidentiality and compliance with regulatory requirements.
• Design, implement, and maintain ServiceNow workflows, forms, reports, and dashboards.
• Conduct testing and debugging workflows to ensure accuracy and reliability.
• Configure and maintain ServiceNow integrations with third-party systems, ensuring data integrity and seamless communication.
• Provide technical expertise and guidance during the planning and execution of ServiceNow platform projects, including upgrades, migrations, and new implementations.
• Collaborate with project managers, business analysts, developers, and other stakeholders to define project requirements, milestones, and deliverables.
• Participate in project scoping, estimation, and resource planning activities, providing technical feasibility and effort estimation input.
• Support project testing activities, including unit testing, integration testing, and user acceptance testing, to ensure the quality and reliability of deliverables.
• Assist in the deployment and post-deployment activities for ServiceNow projects, including configuration management, release planning, and validation testing.
• Document project-related configurations, customizations, and integrations, capturing lessons learned and best practices for future reference.
• Work assigned service tickets and tasks IAW the Acceptable Quality Level (AQL).
• Develop standard operating procedures, knowledge base articles, technical bulletins, and other documents supporting the IT Division.

Benefits

• Collaboration and Innovation: Work in an environment where collaboration and innovation are key. You'll have the opportunity to contribute to projects that make a real difference for our clients.
• Professional Growth: Be part of a team that values professional development. We offer opportunities for growth and advancement, allowing you to enhance your skills and career.
• Impactful Work: Engage in meaningful work that addresses mission-critical issues and supports organizations in achieving their goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior