ServiceNow System Administrator
About The Position
GDIT is seeking a System Administrator Specialist to support the National Institutes of Health (NIH), National Institute of Allergy and Infectious Diseases (NIAID) under the Business Process and Information Management Branch (BPIMB) ServiceNow Support Services (SNSS) program. In this role, you will perform daily system configuration and operational activities that support NIAID's ServiceNow environment and related platforms. You will optimize system performance, monitor resource utilization, assist users in accessing and using business systems, and support the stability, security, and efficiency of technical operations across ITSM, ITOM, CMDB, SecOps, VR, and integrated systems. This position requires hands-on operational support skills, familiarity with enterprise platforms, and experience delivering reliable system administration services in a large, complex environment.
Requirements
- Bachelor’s degree (or equivalent experience).
- 3 or more years of experience performing system administration in a large computer-based environment.
- Hands-on experience administering or supporting ServiceNow, including configuration, operational maintenance, user management, workflows, or integrations.
- Basic scripting skills, including JavaScript or equivalent scripting ability used within ServiceNow or similar enterprise platforms.
- Experience performing daily system operations, configuration updates, maintenance, patching, and monitoring.
- Familiarity with ITSM or IT operations workflows.
- Experience assisting users with system access, navigation, and troubleshooting.
- Ability to analyze system performance, resource utilization, and capacity trends.
- Experience documenting procedures and following structured change management practices.
- Strong problem-solving skills, communication skills, and customer support competency.
- Ability to obtain and maintain NIH Public Trust.
Nice To Haves
- ServiceNow certification such as CSA or related module-specific certification.
- Experience supporting ServiceNow ITOM, CMDB, Discovery, Service Mapping, or Integration Hub.
- Experience configuring and supporting MID Servers.
- Experience with REST or SOAP API interactions.
- Familiarity with log analysis tools or platform monitoring dashboards.
- Experience supporting compliance-driven federal environments.
- Experience creating runbooks, SOPs, and operational checklists.
- Experience troubleshooting basic JavaScript or platform logic issues.
Responsibilities
- Perform daily configuration and operational tasks for the ServiceNow platform and supporting systems.
- Monitor and optimize system performance, including resource utilization, data throughput, and platform stability.
- Conduct system capacity analysis and assist with long-term planning to ensure platform scalability.
- Maintain and administer user accounts, roles, permissions, and access controls in accordance with NIH and NIAID security standards.
- Support configuration updates, scheduled maintenance, patch application, troubleshooting, and routine system health checks.
- Assist users in accessing and using business systems, providing Tier 2 support for ServiceNow and related tools.
- Monitor integrations, jobs, and transactions for reliability and timely execution.
- Coordinate with developers, architects, and business analysts to support deployments and validate operational readiness for releases.
- Maintain documentation for system procedures, configurations, operational tasks, change records, and runbooks.
- Perform log reviews, error analysis, and basic root cause analysis for operational incidents.
- Support backup, restore, and disaster recovery testing as part of continuity-of-operations requirements.
- Participate in formal and informal review checkpoints throughout the development and release lifecycle.
Benefits
- Comprehensive benefits and wellness packages
- 401K with company match
- Competitive pay
- Paid time off
- Variety of medical plan options
- Health Savings Accounts
- Dental plan options
- Vision plan
- 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
- Full flex work weeks where possible
- Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
- Short and long-term disability benefits
- Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
