ServiceNow Systems Administrator, Senior

Booz Allen Hamilton • Tampa, FL

1d • $61,900 - $141,000

About The Position

Booz Allen is seeking a senior ServiceNow systems administrator to operate, maintain, and improve customer systems supporting the DoW. The role focuses on ServiceNow applications and workflows, platform administration, ITSM process support, and monitoring and performance management in mission-critical environments. The administrator will support secure and air-gapped federal deployments, including on-premises ServiceNow instances, and partner with government stakeholders and process owners to improve services and user experience.

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, including hands-on troubleshooting.
• Experience building ServiceNow workflows and automation using 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, patching, monitoring, and performance optimization in accordance with DoD best practices.
• Ability to integrate ITSM processes with CMDB CI relationships, dependencies, 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.
• 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 meet business requirements, with a focus on ServiceNow applications and workflows.
• Administer ServiceNow, 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 maintain reports, dashboards, and performance metrics for 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, and provide operations and maintenance support through patching, monitoring, performance analysis, and platform optimization.
• Troubleshoot and resolve ITSM platform and process issues, providing timely support to 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 opportunities for improvement, and communicate the meaning of operational metrics.

Benefits

• Health, life, disability, financial, and retirement benefits.
• Paid leave.
• Professional development.
• Tuition assistance.
• Work-life programs.
• Dependent care.
• Recognition awards for exceptional performance and demonstration of company values.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED