ServiceNow System Administrator (397)

iTech AG•Arlington, VA

About The Position

iTech AG is seeking a ServiceNow System Administrator to support the U.S. Department of Justice, Office of Justice Programs (OJP). The administrator keeps OJP's ServiceNow platform healthy, current, and secure across IT Service Management, Customer Service Management, HR Service Delivery, and Strategic Portfolio Management. The role applies upgrades and patches, administers users, roles, and licenses, manages data, builds reports and dashboards, and provides day-to-day platform support as part of a nine-person Agile team.

Requirements

3+ years of hands-on ServiceNow system administration experience.
Experience applying ServiceNow updates and patches and performing regular platform maintenance.
Experience managing data imports and exports and ensuring data integrity.
Experience creating reports and dashboards to analyze platform usage and performance.
Experience troubleshooting and resolving technical issues on the ServiceNow platform.
Experience with license administration and user and group administration.
U.S. citizenship, required for DOJ IT contracts.
Ability to obtain and maintain a DOJ Public Trust (moderate risk background investigation).
Must be able to pass a company background check.
ServiceNow Certified System Administrator (CSA) certification required.
ServiceNow Certified Application Developer (CAD) certification required, or must be obtained within 6 months of start.

Nice To Haves

Federal ServiceNow experience, ideally at the Department of Justice.
Current or recent DOJ Public Trust.
ServiceNow Certified Implementation Specialist (CIS) in HAM, SAM, CSM, or HRSD.
Experience with Hardware and Software Asset Management.
Experience managing ServiceNow subscriptions and reconciling license counts.
Experience with Performance Analytics and the Automated Test Framework.
Bachelor's degree in information technology or a related field.

Responsibilities

Apply ServiceNow upgrades, patches, and routine maintenance, and stay current with new platform releases.
Administer users, groups, roles, and access in line with OJP's identity management and security standards.
Manage ServiceNow license and subscription usage and prepare the monthly subscription utilization report.
Manage data imports and exports and maintain data integrity, including CMDB and asset data.
Build reports and dashboards on platform usage and performance, and in response to user requests.
Troubleshoot and resolve platform issues and provide day-to-day platform support.
Research known issues and work ServiceNow Support cases through resolution.
Support regression testing for upgrades and releases with the QA tester.
Support the Hardware and Software Asset Management build-out.
Document configurations and procedures, and follow OJP's configuration management and change control processes.
Perform other duties as assigned.