Sr. IT Service Management Specialist

PlanIT Group•Raleigh, NC

3d•Remote

About The Position

PlanIT Group is seeking a Sr. IT Service Management Specialist to support our Federal customer in the Washington, DC area. The ideal candidate will have demonstrated experience in managing and administering ServiceNow, including platform configuration, upgrades, and technical troubleshooting. Hands-on development experience with custom workflows, scripts, portal design, and system integrations within ServiceNow. Strong knowledge of ITIL frameworks, and ITSM best practices. Proficiency in JavaScript, with working knowledge of SQL, HTML, and CSS.

Requirements

Demonstrated experience in managing and administering ServiceNow, including platform configuration, upgrades, and technical troubleshooting.
Hands-on development experience with custom workflows, scripts, portal design, and system integrations within ServiceNow.
Strong knowledge of ITIL frameworks, and ITSM best practices.
Proficiency in JavaScript, with working knowledge of SQL, HTML, and CSS.
Ability to implement and maintain automated processes and workflows.
Excellent interpersonal skills and the ability to communicate effectively with both technical and non-technical personnel.
Experience providing user training and technical documentation.
Skilled in problem-solving and root cause analysis.
Familiarity with IT security policies, firewalls, and cybersecurity principles in a government context.
Must be able to obtain a Public Trust Clearance
Pass both a client mandated clearance process to include drug screening, criminal history check and credit check.
All candidates must be a US Citizen or US Permanent Resident.
Candidate must have lived in the United States for the past 5 years.
Cannot have more than 6 months travel outside the United States within the last five years.

Nice To Haves

Experience working in an Agile environment with tools such as Microsoft Azure DevOps.
Prior experience supporting government agencies or contracts.
Strong organizational and analytical skills; ability to manage multiple tasks and priorities in a dynamic environment.
ServiceNow Certified System Administrator
ServiceNow Certified Application Developer
ITIL Foundation Certification

Responsibilities

Maintain the health, performance, and reliability of the ServiceNow platform.
Configure and customize ServiceNow applications, including workflows, forms, business rules, and reporting capabilities to meet operational requirements.
Manage user roles, permissions, and access control in alignment with security policies and organizational standards.
Provide technical support and issue resolution, ensuring minimal disruption to IT services.
Monitor system logs and performance, proactively identifying and addressing potential issues.
Coordinate and implement new features, upgrades, and platform enhancements in line with release schedules.
Maintain thorough documentation of configurations, processes, and procedures for compliance and knowledge sharing.
Stay up to date with ServiceNow best practices, emerging features, and relevant federal IT standards.
Offer technical leadership in platform design, integration, and optimization efforts.
Conduct evaluations of new tools or system changes to assess compatibility, performance, and long-term suitability.