ServiceNow Administrator (Remote Eligible)

Position Description

Mathematica applies expertise at the intersection of data, methods, policy, and practice to improve well-being around the world. We collaborate closely with public- and private-sector partners to translate big questions into deep insights that improve programs, refine strategies, and enhance understanding. Our work yields actionable information to guide decisions in wide-ranging policy areas, from health, education, early childhood, and family support to nutrition, employment, disability, and international development. Mathematica offers our employees competitive salaries, and a comprehensive benefits package, as well as the advantages of being 100 percent employee owned. As an employee stock owner, you will experience financial benefits of ESOP holdings that have increased in tandem with the company’s growth and financial strength. You will also be part of an independent, employee-owned firm that is able to define and further our mission, enhance our quality and accountability, and steadily grow our financial strength. Learn more about our benefits here: https://www.mathematica.org/career-opportunities/benefits-at-a-glance

We are seeking a ServiceNow Administrator who will be responsible for overseeing the company’s ServiceNow platform, triage and monitoring of various ticket queues, as well as day-to-day administration activities within ServiceNow, such as workflow and UI troubleshooting, report building, user and role management. They will also be responsible in the planning and implementation of new features and workflows and will have regular interactions with the internal business unit stakeholders for requirements gathering and feedback when implementing updates or changes to the platform.

Mathematica ITS seeks people with a broad set of technical skills and a history of delivering innovative and cost-effective IT solutions, who at their core are passionate about technology and confident in their ability to tackle any challenge which is presented to them.

Responsibilities

• Serve as the primary ServiceNow administrator, responsible for overall platform ownership, performance, and growth; act as the central point of contact for ServiceNow strategy, configuration, and governance across the organization.
• Triage and monitor various tickets and request queues to ensure that required data is present and ensure timely action is being taken.
• Identify recurring issues with processes and suggest data-supported areas of improvement.
• Work with team-leads to understand the process requirements related to support tickets and requests; propose system improvements under the direction of the Automation manager.
• Understanding ServiceNow compliance and security best practices as well as supporting audits and compliance initiatives.
• Maintain system documentation and user guides. Process mapping experience a plus

Position Requirements

Qualifications and Technical skills:

• Bachelor’s degree in computer science, Information Technology, Information Systems, Engineering, or a related field. Equivalent professional experience and relevant certifications may be considered in lieu of formal education.
• ServiceNow certification or micro-certifications in Flow Designer, Integration Hub, ITIL Foundation, web development, or related areas are preferred but not required.
• At least 5 years of experience with ServiceNow ITSM core modules (Incident, problem, change, and service catalog).
• Experience with testing and remediation of defects during ServiceNow platform upgrades is a must.
• Knowledge of ITIL framework.
• User and Role Management, including knowledge of ServiceNow Security ACLs and ability to troubleshoot user access issues.
• Experience with or interest in AI/ML technologies, particularly within the ServiceNow ecosystem (e.g., Now Assist, Virtual Agent, Predictive Intelligence, or integrating third-party AI tools).
• Experience building various reports (including those containing Service Catalog variables).
• Strong JavaScript skills required; experience with PowerShell coding and REST API integrations required.
• Experience with ServiceNow LDAP integration and Single Sign-on configuration.
• Experience developing and customizing Service Portal/Employee Center.
• Experience with ServiceNow Asset Management and discovery a plus.

Professional Attributes

• A highly self-motivated individual with the ability to work autonomously and take initiative
• Proven record of exceptional problem-solving abilities.
• Committed to delivering outstanding customer service.
• Excellent written and verbal communication skills in English.
• Strong interpersonal skills coupled with solid organizational capabilities.
• Willing and able to work flexible hours, including overtime and off hours as needed.

As a federal government contractor, all staff working in our central ITS group with access to corporate computer systems are required to successfully undergo a background investigation and may require security clearance as a condition of employment.

This position offers an anticipated annual base salary range of $100,000 - $135,000. This position is eligible for a discretionary bonus based on company and individual performance.

To apply, please submit a cover letter (optional), resume, and salary expectations.

STAFFING AGENCIES AND THIRD-PARTY RECRUITERS: Mathematica is not accepting candidates for this role or any technical role from staffing agencies or third-party recruiters. Please do not contact technical or senior staff at Mathematica or share unsolicited resumes. All agency inquiries go through the talent acquisition team and will be routed accordingly.

Available Locations: Washington, DC; Princeton, NJ; Chicago, IL; Cambridge, MA; Ann Arbor, MI; Remote

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

At Mathematica, we understand the importance of building relationships with colleagues. If you’re not located near one of our offices but would like opportunities to meet up with co-workers, we offer coworking spaces where available. Ask your Talent Acquisition partner for more information about this opportunity and whether it’s an option in your area.

Any offer of employment will be contingent upon passing a background check. Various federal agencies with whom we contract require that staff successfully undergo security clearance as a condition of working on the project. If you are assigned to such a project, you will be required to obtain the requisite security clearance. Additionally, if you participate in/complete the application process and are denied, Mathematica may choose to terminate your employment.

Although Mathematica does not require vaccination from COVID-19 as a condition of employment, various projects or agencies may require documentation of vaccination (or an approved exception/accommodation).

We take pride in our employees and in their commitment to excellence. We encourage staff to collaborate in developing creative solutions to difficult problems and to share the responsibility and enjoyment of carrying out complex projects. This collegial spirit has helped us earn our reputation for innovative and high quality work.