IT Service Management Specialist (ServiceNow)

Seeking an experienced IT Service Management Specialist with strong ServiceNow administration and development experience to join our growing team.

The successful candidate will be responsible for maintaining and enhancing the ServiceNow platform, ensuring its performance, reliability, and alignment with organizational requirements. This role involves configuring ServiceNow applications, developing workflows and integrations, troubleshooting technical issues, and implementing platform enhancements while following ITIL best practices, security policies, and applicable federal IT standards. This is a hybrid position where the consultant need to work onsite once per week from office

Job Responsibilities

• Maintain the health, performance, availability, and reliability of the ServiceNow platform.

• Configure and customize ServiceNow applications, including workflows, forms, business rules, scripts, portals, and reporting capabilities, to support operational requirements.

• Administer user roles, permissions, and access controls in accordance with organizational security policies and standards.

• Provide technical support, troubleshoot platform issues, and coordinate timely resolution to minimize disruption to IT services.

• Monitor system logs and platform performance, identify potential issues, and implement appropriate corrective or preventive actions.

• Coordinate and implement platform features, upgrades, enhancements, and releases in accordance with established schedules and change procedures.

• Develop and maintain automated workflows and processes to improve service delivery and operational efficiency.

• Support ServiceNow integrations with other enterprise systems and applications.

• Maintain accurate documentation of platform configurations, workflows, integrations, processes, and operating procedures.

• Provide technical guidance on platform design, integration, and optimization.

• Evaluate new tools, platform capabilities, and proposed system changes to assess compatibility, performance, security, and long-term suitability.

• Provide user guidance and training, and communicate technical information effectively to technical and non-technical stakeholders.

• Stay current with ServiceNow capabilities, industry best practices, ITIL guidance, and applicable federal IT standards.

Required Skills & Experience

• 5+ years of experience in IT support, systems administration, or a related technical field.

• 3 years of hands-on ServiceNow ITSM experience in a development, administration, or consulting role.

• Demonstrated experience administering and maintaining ServiceNow, including platform configuration, upgrades, and technical troubleshooting.

• Hands-on ServiceNow development experience, including custom workflows, scripting, portal design, business rules, and system integrations.

• Strong knowledge of ITIL frameworks, IT Service Management (ITSM) processes, and related best practices.

• Proficiency in JavaScript, with working knowledge of SQL, HTML, and CSS.

• Experience implementing and maintaining automated processes and workflows within ServiceNow.

• Knowledge of IT security policies, access controls, firewalls, and cybersecurity principles, preferably in a government environment.

• Strong problem-solving, troubleshooting, and root cause analysis skills.

• Excellent verbal and written communication skills, with the ability to work effectively with technical teams, business users, and other stakeholders.

• Experience preparing technical documentation and providing user training.

Preferred Skills & Experience

• Experience working in an Agile development or service delivery environment.

• Familiarity with Microsoft Azure DevOps or similar tools for work tracking, backlog management, and delivery coordination.

• Previous experience supporting government agencies or government IT contracts.

• Strong organizational and analytical skills, with the ability to manage multiple assignments and competing priorities in a dynamic environment.

Education Required

- Bachelor’s degree in Computer Science, Information Systems, or a related discipline.

Preferred Certifications

• ServiceNow Certified System Administrator (CSA).

• ServiceNow Certified Application Developer (CAD).

• ITIL Foundation Certification.