ServiceNow ITSM Specialist (Hybrid)

A.C. Coy•Rosslyn, VA

2d•Hybrid

About The Position

Tier One Technologies is seeking a Senior ServiceNow ITSM Specialist to support a U.S. Government client. This hybrid contract-to-hire position is located in Rosslyn, Virginia. Candidates must be U.S. citizens. Selected candidates who do not already have the required clearance will be subject to a federal government background investigation to receive it. Candidates must be able to obtain a Position of Public Trust Clearance and meet the stated U.S. residency and travel-history requirements.

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.
At least one 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.
Skill in problem-solving and root cause analysis.
Familiarity with IT security policies, firewalls, and cybersecurity principles in a government context.
Excellent interpersonal skills and ability to communicate effectively with technical and non-technical personnel.
Must be a U.S. citizen.
Must be able to obtain a Position of Public Trust Clearance.
Must have resided in the U.S. for the last 5 years and not have traveled outside the U.S. for a combined total of 6 months or more during that period; 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 while minimizing disruption to IT services.
Monitor system logs and performance, proactively identifying and addressing potential issues.
Coordinate and implement new features, upgrades, and platform enhancements in line with release schedules.
Maintain thorough 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.
Provide user training and technical documentation.