Sr/ ServiceNow Administrator

Join the HJF Team!

Under the supervision of the CIO-CSD Federal Lead, the Sr. ServiceNow Administrator will be in support of the Customer Service Department for the Uniformed Services University in Bethesda, MD...

The 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.

HJF is seeking a Sr. ServiceNow Administrator to work under the guidance of the CIO Federal Lead and be responsible for working within the Agile methodology to support the design, delivery, and maintenance of digital workflow modules in USU’s Enterprise ServiceNow 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 ServiceNow system, managing user roles, accounts, access permissions, implementing approved changes to forms, tables, reports, and workflows to meet requirements .

Responsibilities

• Perform ServiceNow system configuration, integration, administration and maintenance of the cloud based ServiceNow 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 ServiceNow platform with a focus on designing and delivering technical solutions that are developed on the ServiceNow 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 ServiceNow system, including workflows in the production, test and development instances keeping the environments in sync.
• Perform ServiceNow new version release updates, installation, patches, tests, and cloning prod, development and test environments to ensure replication and normal functionality post upgrade activities.
• Serves as the lead ServiceNow technical architect and solutions specialist working with developers, business analysts, platform manager, and related technical staff to address and resolve support issues, monitor ServiceNow system health, usage, and overall compliance of ServiceNow 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 ServiceNow platform to utilize automation and integration capabilities of ServiceNow with 3rd party platforms such as Microsoft Intune, Azure, Google, etc. with a focus on leveraging business services with out of the box capabilities.
• Responsible for the ServiceNow architecture and management of the ServiceNow roadmap for business module solutions and integrations to include the integration of third party applications, often SaaS or PaaS solutions; and integration of USU Corporate data to and from the ServiceNow platform.
• Accountable for ServiceNow project architecture across the USU enterprise involving custom development across multiple ServiceNow applications and/or significant third party assessments, integrations, and implementations.
• Perform ServiceNow architecture review, health assessments, and evaluate enhancements within the platform; and within the ServiceNow platform standards.
• Develop solutions across the ServiceNow platform to utilize automation and integration capabilities of ServiceNow with 3rd party platforms such as Microsoft Intune, Azure, Google, etc. with a focus on leveraging business services
• Architect the development, release and maintenance of workflows and software solutions for ServiceNow web, backend, and mobile capabilities.
• Evaluate ServiceNow modules within the Government Community Cloud (GCC) for enterprise use and r esponsible for ServiceNow platform governance and DoD security compliance.
• May perform other duties and responsibilities as assigned or directed by the supervisor. This may include attendance of and participation in required training for role.

Work Environment

• This position will take place primarily in an Office setting.

Required Knowledge, Skills and Abilities

• Strong knowledge of ITIL and ITSM concepts such as Change Management, Configuration Management, Asset Management and Release Management.
• Strong understanding of Agile methodology, ServiceNow Scripting; able to provide technical guidance and lead Agile teams.
• Ability to obtain/maintain T3 security clearance.

Education and Experience

• Bachelor’s degree required: Fields: Computer Science, Computer Technology, or Engineering
• Minimum of 9 - 10 years’ experience required.

Preferred Certifications

• Security+
• ServiceNow Architect certification
• ServiceNow Certified Systems Administrator

Physical Capabilities

• Lifting: Requires lifting materials up to 10 to 20lbs.
• Ability to stand or sit at a computer for prolonged periods.

Some HJF employees are required to be fully vaccinated against COVID-19. Proof of vaccination or an approved religious or medical accommodation will be required.

Employment with HJF is contingent upon successful completion of a background check, which may include, but is not limited to, contacting your professional references, verification of previous employment, education and credentials, a criminal background check, and a department of motor vehicle (DMV) check if applicable. Any qualifications to be considered as equivalents, in lieu of stated minimums, require the prior approval of the Chief Human Resources Officer.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Any qualifications to be considered as equivalents, in lieu of stated minimums, require the prior approval of the Chief Human Resources Officer.

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