ServiceNow Systems Administrator, Senior

Booz Allen Hamilton•MacDill AFB,FL,US, FL

2h•$61,900 - $141,000•Onsite

About The Position

Booz Allen is seeking a senior system administrator specializing in ServiceNow administration to operate and maintain customer systems supporting the Department of War. The role focuses on implementing and supporting technical solutions that meet business requirements, with an emphasis on ServiceNow applications and workflows. The administrator will maintain the platform and its modules, develop and deploy configurations and automations, support secure federal ITSM environments, and provide operational support and troubleshooting. The position also involves monitoring and performance management in a mission-critical network, turning operational metrics into actionable information, collaborating with government stakeholders and process owners, and identifying opportunities to improve services and user experience. The employee will participate in Agile ceremonies, technical reviews, and testing; share approaches with teammates; and train and mentor junior administrators and end users. The position is listed as not remote and is located at MacDill AFB, Florida. A TS/SCI clearance is required. The projected annual compensation range is $61,900 to $141,000. Booz Allen describes benefits that include health, life, disability, financial and retirement benefits, paid leave, professional development, tuition assistance, work-life programs, dependent care, and recognition awards.

Requirements

12 or more 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 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

Five or more 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 and capabilities, including Incident, Problem, Change, Knowledge, Request, CMDB, Service Catalog, Service Portal, and project or portfolio management.
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 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; provide operations and maintenance support such as 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, and testing.
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.