ServiceNow Platform Administrator

CACI International

4d•Onsite

About The Position

We are looking for a senior ServiceNow Platform Administrator to take on key platform ownership and administration responsibilities. The ideal candidate will have deep expertise in managing, sustaining, and governing a large, multi-instance ServiceNow environment for a DoD customer. This role is focused on platform health, operational excellence, and process governance, serving as a key partner to the Platform Architect and an escalation point for the core administration team. On this program, we deliver capabilities and services to implement and operate an Enterprise IT Service Management (EITSM) solution, enterprise service desk and advanced analytics/reporting. The ideal candidate will be capable of managing the ServiceNow platform and be passionate about continuous improvement within the IT service delivery environment.

Requirements

12+ Years of relevant experience (Bachelor’s Degree in relevant field may be substituted for 5 years of relevant experience).
Must meet 8570/8140 DoD Cyber Workforce Compliance requirement – Will be required to get IAT Level II certification within 60 days of hire if not already obtained.
An active DoD Secret clearance or ability to obtain.
Advanced experience in ServiceNow platform administration and ownership with a minimum 5 years of hands-on experience implementing and configuring ServiceNow solutions in a complex enterprise environment.
Proven experience managing platform upgrades, including handling skip lists and resolving post-upgrade findings.
Demonstrable experience managing instance cloning and data preservation in a complex SDLC pipeline with data obfuscation and data scrambling.
Experience in a process governance role (e.g., Change Manager, CAB Reviewer) within an ITIL framework.
Experience with development and implementation of ServiceNow ITSM and ITOM modules - Incident Management, Problem Management, Configuration Management, Asset Management.
Deep understanding of ServiceNow architecture, data model, and best practices.
Proficient in ServiceNow scripting (Business Rules, Glide API, Transform Maps) for both development and administrative purposes.
A fundamental understanding of ITSM, ITIL and CMDB.
Ideal candidate must be self-motivated with a proven track record in ITSM technologies and comfortable in the dynamic.
Candidate must be organized and analytical, adept at working in a team environment, able to handle multiple priorities in a fast-moving environment.
System integration experience using web services and other web-based technologies such as XML, HTML, AJAX, CSS, HTTP, REST/SOAP.
Excellent analytical and problem-solving skills with the ability to anticipate issues, troubleshoot complex platform problems, and influence stakeholders through strong written and verbal communication.
Understands technical and functional design requirements related to ServiceNow.
Experience in creating and maintaining internal technical documentation, manuals, policies, and processes as it relates to operating and running the ServiceNow platform.
Excellent technical, diagnostic, and troubleshooting skills to identifying data discrepancies, and resolving issues.
Ability to collaborate with Developers, Program Managers, Testers, and Production Support Engineers to implement innovative technical solutions via iterative approach reducing time to delivery.
Experience managing and maintaining cloud ServiceNow instances in a DoD IL4/IL5 environment.

Nice To Haves

ServiceNow Certified Implementation Specialist (CIS) in ITSM and/or Discovery.
ServiceNow Certified System Administrator (CSA).
Prior experience supporting the Department of the Air Force (DAF), specifically with Enterprise Service Desk (ESD) operations.
Experience implementing and managing automated system monitoring, performance analytics, and Instance Scan.
Advanced knowledge of DoD continuous monitoring (ConMon) and System Security Plan (SSP) artifact validation under Rv5.
Proven experience stepping into acting-management roles, running Change Advisory Boards (CAB), and communicating technical risks directly to government customers.
Ability to contribute to the program architecture and standards.
Experience in Continuous integration, Continuous Deployment (CI/CD) and SecDevOps processes and tools.

Responsibilities

Own and manage the full lifecycle of our 16+ ServiceNow instances, including scheduling and executing semi-annual platform family upgrades.
Manage all instance cloning activities, including the creation and maintenance of clone scripts, data preservers, and exclusions.
Serve as a key member of the Change Advisory Board (CAB), reviewing and promoting platform-level changes to ensure stability and adherence to standards.
Act as the primary technical escalation point for the core ServiceNow administration team, providing expert-level troubleshooting for platform-level issues.
Perform continuous monitoring and validation of security artifacts for the System Security Plan (SSP) to ensure compliance.
Work directly with ServiceNow support (HI5) to report, track, and resolve platform issues.
Assist in the operational launch and sustainment of new platform capabilities, including Discovery, CMDB, new ITSM features, and service portals.
Oversee and contribute to the technical specification and implementation of integrations, ensuring data integrity across multiple source systems.
Provide expertise on technical components related to development and integrations on ServiceNow.
Develop the technical solutions, implement them, and perform the component integration tests.
Understand the business needs and the needs to standardize processes and build this into the design.
Understand the large-scale thinking and approach needed for success of the project.
Maintain and utilize server-side and client-side scripts (Business Rules, Client Scripts, UI Policies, etc.), workflows, and integrations using JavaScript, Glide API, and other ServiceNow development tools.
Review integrations between ServiceNow and other enterprise systems that use REST APIs, SOAP, JDBC, and other integration methods.
Design and develop custom reports and dashboards using Performance Analytics, metrics, and indicators to track key performance indicators (KPIs) and provide actionable insights.
Address problems of systems integration, compatibility, and multiple platforms.
Collaborate with business stakeholders, process owners, and other IT teams.
Assist in the evaluation and recommendation of application software packages, application integration and testing tools.
Create and maintain comprehensive technical documentation, including design specifications, configuration guides, and operational procedures.