Sr. IT Service Management Specialist

Reston, VA Contract On-Site Flexibility/Remote: 100%

Citizenship: US citizens only

NOTE:

The selected individual will be able to work remotely throughout the U.S.

• Maintain the health, performance, and reliability of the Service Now platform.
• Configure and customize Service Now 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 Service Now 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.

• Demonstrated experience in managing and administering Service Now, including platform configuration, upgrades, and technical troubleshooting.
• Hands‑on development experience with custom workflows, scripts, portal design, and system integrations within Service Now.
• 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.

• Experience working in an Agile environment with tools such as Microsoft Azure Dev Ops.
• Prior experience supporting government agencies or contracts.
• Strong organizational and analytical skills; ability to manage multiple tasks and priorities in a dynamic environment.

• Service Now Certified System Administrator
• Service Now Certified Application Developer
• ITIL Foundation Certification

• Bachelor's degree in computer science, information systems, or a related discipline.
• At least 5 years of experience in IT support, system administration, or a related technical field.
• Minimum of 3 years of Service Now ITSM experience in a development or consulting role.

• Pass both a client mandated clearance process to include drug screening, criminal history check and credit check.
• All candidates must be a US Citizen
• Candidate must have lived in the US for the past 5 years.
• Cannot have more than 6 months travel outside the United States within the last five years. Military Service excluded. (Exception does not include military family members.)