ServiceNow Platform Administrator

The Opportunity

We are looking for a highly skilled Service Now Platform Administrator with expertise in Enterprise implementations with agile methodology experience to support our DoD customer to implement an enterprise IT service delivery model that provides consistent, secure, high-quality, and cost-effective services to enable mission success and improve end-user experience across the customer environment.

On this program, we deliver capabilities and services to implement and operate an Enterprise IT Service Management (EITSM) solution, enterprise service desk and advanced analytics/reporting.

The ideal candidate will be capable of managing the Service Now platform and be passionate about continuous improvement within the IT service delivery environment.

• Primarily contribute to the IT Storefront development team, participating in daily stand-ups and related tasks, while also handling general Service Now platform administration duties.
• As a platform administrator, you are responsible for all aspects of the platform which include monitoring health, usage, operations, and performance.
• Maintain a sound understanding of enterprise and platform-level architecture as it relates to managing the Service Now instances, including the data model, integration points, and dependencies that impact performance.
• Manage the patch and upgrade cycle of the platform, coordinating with various teams to ensure minimal impact.
• Oversee the development pipeline and assist with update set promotions such that there is a consistent and reliable process for moving work into production, ensuring configurations and customizations are properly migrated and tested.
• Assist with production troubleshooting and providing logs, data, artifacts in support of the environment, including identifying performance bottlenecks, and resolving issues.
• Operate existing applications and features in the platform and provide production support for those areas, with an emphasis on the IT Storefront procurements portal.
• Assist with clone down of production over lower instances as appropriate, working with teams to identify preservation and exclusion rules to maximize clone benefits with minimal disruption to teams.
• Keep up to date with industry trends and developments for the administration and maintenance of the platform.
• Performs architecture design and reviews as required, ensuring initiatives are aligned with future state.
• Identifies risks, opportunities, compliance issues, or other architectural concerns with the platform, with a strong focus on data security, privacy, and compliance regulations.
• Active participation in Agile sprint planning, artifact creation, sprint testing, regression testing, demonstrations, and retrospectives and solution releases as requested.
• Develop and maintain Service Now reports and dashboards to track key performance indicators (KPIs) and provide actionable insights.
• Integrate data from various sources into Service Now for comprehensive reporting.
• Work with stakeholders to understand their reporting needs and translate them into effective solutions.
• Implement data governance policies and procedures to ensure data quality and accuracy.
• Perform data analysis to identify trends, patterns, and anomalies in the data.

• Must be able to obtain and maintain a DoD Secret clearance.
• 10+ Years of relevant experience (Bachelor’s Degree in applicable field may be substituted for 5 years of experience) with at least 3 years of experience specifically focused on Service Now administration.
• Experience operating within cross-functional teams and groups.
• Must meet 8570 IAT Level II and/or 8140 DoD Cyber Workforce Compliance.
• Certified Service Now Administrator.
• A strong interest in agile software development practices and experience delivering deployable software in short sprints.

• Experience managing and maintaining e-commerce platforms within Service Now, including configuration, customization, and support of catalog items, order workflows, and payment gateway integrations.
• Ability to contribute to the development of program architecture and standards.
• Experience in Continuous integration, Continuous…