ServiceNow Administrator

Join now to apply for the Service Now Administrator role at ECS
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Please Note: This position is contingent upon contract award.

ECS is seeking a Service Now Administrator to support highly complex, mission‑critical scopes and global applications. In this role, you’ll provide high‑level technical planning, execution, and support for software systems and subsystems. You will be responsible for supporting Service Now change requests, dashboards, reports, improvements, fixes, and overall structure and operations.

The position requires on‑site presence 3 days per week in our Arlington, VA office.

• Works closely with Service Now leadership team to support the DHS customer and their needs.
• Support Service Desk operations, create reports and dashboards, and coordinate support as needed from additional resources.
• Perform account management tasks including creation and deletion of accounts, adding roles, managing groups and other entitlements within the platform.
• Maintain intermediate level knowledge in ITIL practice areas to support strategic discussions and direction in evolving the service catalog, self‑service capabilities, CMDB, asset, incident, problem, change, service level, knowledge, and request management design, workflow, implementation, and overall best practice.
• Assist with overall structure and content of the system, documentation, creation of knowledge articles, working direction with customers and fulfilling services including Incident and Request tickets.
• Present improvement ideas, analyze requests for change, draft and update system design documentation, understand and implement approved system change requests under change guidance, interface with users, and support testing.

• Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD) – Active EOD preferred.
• Bachelor’s Degree + 7 years of experience.
• 2+ years of experience in Service Now administration.
• Strong, up‑to‑date working knowledge of Service Now modules and applications:
  Service Catalog, Change, Incident, Problem, Knowledge, User and Asset Management, dashboards and reporting.
• Successful problem‑solving and debugging skills. Ability to analyze, troubleshoot and resolve issues quickly in the Service Now instances.
• Familiar with SDLC, Agile development methodologies, ITIL framework.
• Experience working in an iterative and agile development environment.

• Proficiency in JavaScript is a plus.

• Seniority level – Mid‑Senior level
• Employment type
  
  – Full‑time
• Job function – Information Technology
• Industries – IT System Data Services

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ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.