ServiceNow Systems Administrator, Senior

Booz Allen Hamilton•Usa, FL

About The Position

Booz Allen is seeking a senior ServiceNow systems administrator to operate, maintain, and improve technology supporting the DoW. The role implements and supports technical solutions that meet business requirements, with a focus on ServiceNow applications and workflows. It includes administration of the platform and its instances, configuration of ITSM modules, development and deployment of workflow changes and automation, and creation of reports and dashboards for operational insight. The administrator supports ITSM deployments in secure and air-gapped federal environments, including on-premises ServiceNow instances. They provide operations and maintenance support, troubleshoot platform and process issues, collaborate with government stakeholders and process owners, and contribute to continual service improvement. The position also involves Agile ceremonies, technical reviews and testing, training and mentorship, and identifying ways to automate processes and improve services and user experience. Applicants must hold an active TS/SCI clearance and meet the stated education and DoD certification requirements.

Requirements

12+ years of experience working in the Information Technology field.
Experience designing, configuring, and maintaining ServiceNow ITSM applications, including Incident, Problem, Change, Request, Service Catalog, Knowledge, and Service Level Management.
Strong command of ITIL and ServiceNow best practices, with hands-on troubleshooting experience.
Experience building ServiceNow workflows and automation, including Flow Designer, business rules, UI policies and actions, client scripts, notifications, approvals, and assignment rules.
Experience administering platform security and supporting deployments in secure, air-gapped federal environments, including RBAC, secure authentication, user access management, on-premises ServiceNow implementation, and operations and maintenance such as patching, monitoring, and performance optimization.
Ability to integrate ITSM processes with CMDB configuration item relationships, dependency and impact mapping, and service context, while enforcing data integrity across ITSM and CMDB tables.
Ability to collaborate with government stakeholders and process owners to define and document ITSM process designs and workflows, participate in Agile ceremonies and change or configuration governance, and mentor junior administrators.
TS/SCI clearance required.
High school diploma or GED.
DoD 8570 IAT Level II compliant certification.
DoW 8140 Intermediate level compliant certification under work code 451.

Nice To Haves

5+ years of experience with ServiceNow and successful ITSM implementations and process ownership.
Experience with Service Portal, Employee Center, Virtual Agent, and Performance Analytics for ITSM.
Experience with ServiceNow integration tools and APIs, such as Integration Hub, REST, SOAP web services, and MID Server.
Experience with ServiceNow on-premises instance implementation, management, and troubleshooting.
Knowledge of Linux-based operating systems.
Knowledge of ITIL processes and ServiceNow best practices.
ITIL v4 Foundation Certification.
ServiceNow Certified System Administrator (CSA) or ServiceNow Certified Implementation Specialist – ITSM Certification.

Responsibilities

Implement and support technical solutions that deliver business requirements, focusing on ServiceNow-based applications and workflows.
Administer the ServiceNow platform, including patching, upgrades, instance management, and MID Server monitoring and maintenance.
Configure and maintain ServiceNow modules, including Incident, Problem, Change, Knowledge, Request, CMDB, Service Catalog, Service Portal, and project or portfolio management capabilities.
Plan, design, build, test, and deploy configuration changes, including forms, workflows, notifications, UI actions, and integrations.
Develop and maintain scripts, workflows, and automation using ServiceNow scripting and orchestration tools.
Build and evolve reports, dashboards, and performance metrics to support operational visibility and decision-making.
Configure role-based access control, secure authentication, and user access for ITSM applications in accordance with DoD security best practices.
Support ITSM deployments in secure and air-gapped federal environments, including on-premises ServiceNow instances; provide operations and maintenance support through patching, monitoring, performance analysis, and platform optimization.
Troubleshoot and resolve ITSM platform and process issues, supporting end users and process owners.
Collaborate with government stakeholders and process owners to gather requirements, document process designs and workflows, and drive Continual Service Improvement.
Participate in Agile ceremonies, technical reviews, testing, and change or configuration governance.
Train and mentor junior administrators and end users on ITSM functionality and best practices.
Stay current with ServiceNow updates, features, and industry trends.
Identify and evaluate opportunities to improve services, automate processes, and enhance user experience.
Monitor and manage performance, identify problem areas and improvement opportunities, and communicate the meaning of operational metrics.