Sr. ServiceNow Administrator - PESMOA

Join the HJF Team!

HJF is seeking a Sr. Service Now Administrator to support research applications, programming, and High-Performance Computing (HPC) systems in support of multiple military medical programs. This role provides software programming and database support, works with IT staff, project leaders and business users on a variety of business process improvements and process automation to manage and help.

U.S. citizenship required.

The Sr. Service Now Administrator is responsible for working within the Agile methodology to support the design, delivery, and maintenance of digital workflow modules in USU's Enterprise Service Now platform in AWS Cloud. This position is responsible for the execution of engineering activities, requirements analysis, implementation planning, integration and test, troubleshoot problems, implement bug fixes and perform root cause analysis documentation, deployment, and system assessment and health checks.

The duties include responsibility for the administration of the Service Now system, managing user roles, accounts, access permissions, implementing approved changes to forms, tables, reports, and workflows to meet requirements.

The position is located in the Office of the Vice President for Information and Educational Technology (CIO), Customer Service Department (CSD) at USUHS in Bethesda, MD.

Henry M. Jackson Foundation for the Advancement of Military Medicine (HJF) is a nonprofit organization dedicated to advancing military medicine. We serve military, medical, academic and government clients by administering, managing and supporting preeminent scientific programs that benefit members of the armed forces and civilians alike. Since its founding in 1983, HJF has served as a vital link between the military medical community and its federal and private partners.

HJF's support and administrative capabilities allow military medical researchers and clinicians to maintain their scientific focus and accomplish their research goals.

• Perform Service Now system configuration, integration, administration and maintenance of the cloud based Service Now ITSM Suite including Incident Management, Problem Management, Service Request Management, Change Management, Service Catalogs; responsible for platform components including Knowledge Management, Self-Service Portals, Single Sign on (SSO) capability, LDAP and Active Directory Profile synchronization.
• Perform in the areas of administration, documentation, and technical support of the Service Now platform with a focus on designing and delivering technical solutions that are developed on the Service Now platform to include the delegation of groups, modification of CMS, workflows, business rules, UI pages, UI actions, UI policies, ACLs, catalog items. Design, build Configuration Management Database (CMDB) including importing customer data, configure, customize Service Now system, including workflows in production, test and development instances keeping the environments in sync.
• Perform Service Now new version release updates, installation, patches, tests, and cloning prod, development and test environments to ensure replication and normal functionality post upgrade activities. Develop clear and concise technical and process documentation for system modules and platform architecture.
• Serve as the lead Service Now technical architect and solutions specialist working with developers, business analysts, platform manager, and related technical staff to address and resolve support issues, monitor Service Now system health, usage, and overall compliance of Service Now modules, develop systems, integrations and process automation.
• Collecting metrics for tracking and reporting process workflows, usage, and status throughout the development lifecycle of the implementation.
• Develop solutions across the Service Now platform to utilize automation and integration capabilities of Service Now with 3rd party platforms such as Microsoft Intune, Azure, Google, etc. with a focus on leveraging business services with out of the box capabilities.
• Develop and maintain the current state and target state of the Service Now architecture to ensure…