ServiceNow ITSM Specialist (Hybrid)

A.C. Coy•Arlington, VA

3d•Hybrid

About The Position

Tier One Technologies is seeking a Senior ServiceNow ITSM Specialist to support a US Government client. This hybrid contract-to-hire position is located in Rosslyn, Virginia. The candidate must be a US citizen and able to obtain a Position of Public Trust clearance. Selected candidates without the required clearance will be subject to a federal government background investigation to receive it. No corp-to-corp candidates will be accepted.

Requirements

Bachelor’s degree in computer science, information systems, or a related discipline.
At least 5 years of experience in IT support, system administration, or a related technical field.
At least 3 years of ServiceNow ITSM experience in a development or consulting role.
One or more of the following certifications: ServiceNow Certified System Administrator, ServiceNow Certified Application Developer, or ITIL Foundation Certification.
Demonstrated experience managing and administering ServiceNow, including platform configuration, upgrades, and technical troubleshooting.
Hands-on ServiceNow development experience with custom workflows, scripts, portal design, and system integrations.
Strong knowledge of ITIL frameworks and ITSM best practices.
Proficiency in JavaScript and working knowledge of SQL, HTML, and CSS.
Experience working in an Agile environment with tools such as Microsoft Azure DevOps.
Ability to implement and maintain automated processes and workflows.
Experience providing user training and technical documentation.
Problem-solving and root cause analysis skills.
Familiarity with IT security policies, firewalls, and cybersecurity principles in a government context.
Excellent interpersonal skills and the ability to communicate effectively with technical and non-technical personnel.
Must be a US citizen.
Must be able to obtain a Position of Public Trust clearance.
Must have resided in the US for the last 5 years and must not have traveled outside the US for a combined total of 6 months or more during the last 5 years; military service is excluded.

Responsibilities

Maintain the health, performance, and reliability of the ServiceNow platform.
Configure and customize ServiceNow applications, including workflows, forms, business rules, and reporting capabilities, to meet operational requirements.
Manage user roles, permissions, and access controls in alignment with security policies and organizational standards.
Provide technical support and resolve issues to minimize disruption to IT services.
Monitor system logs and performance, proactively identifying and addressing potential issues.
Coordinate and implement new features, upgrades, and platform enhancements according to release schedules.
Maintain documentation of configurations, processes, and procedures for compliance and knowledge sharing.
Stay current with ServiceNow best practices, emerging features, and relevant federal IT standards.
Provide technical leadership in platform design, integration, and optimization efforts.
Evaluate new tools or system changes for compatibility, performance, and long-term suitability.