Senior ServiceNow Administrator

Title: Senior ServiceNow Administrator

Work location: Remote

Agency: Bureau of Economic Analysis (BEA), Dept. of Commerce

Duration of contract: September 22, 2025 to September 21, 2028 (3 years)

Job Responsibilities:

Maintaining BEA’s ServiceNow Platform

• Provide ongoing production administrative ServiceNow support, including advanced support via troubleshooting, answer “how to” technical and application configuration questions, implementing bug fixes and root cause analysis.
• Support and maintain ServiceNow platform, including, but not limited to, Workflows and Integrations, User Experience and Feedback, Security and Compliance, and Administration and Configuration.
• Coordinate platform upgrades for, but not limited to, Workflows and Integrations, User Experience and Feedback, Security and Compliance, and Administration and Configuration.
• Create, maintain, and enhance future connections between ServiceNow and other systems and platforms, such as GitHub, Azure DevOps Server, and Active Directory and other IT services.
• Act as a point of contact for ServiceNow operations, application(s), and database backup and recovery.
• Troubleshoot and remediate availability, access controls and other operational issues in coordination with the Office of Information Security, Office of Telecommunications, and the Office of Customer Support.
• Document content for ServiceNow customizations, workflows, and usage.
• Maintain platform interface for Service Portal, Employee Center, Web Services (API), Notifications, and upcoming platform interface upgrades.
• Collaborate effectively with other ServiceNow administrators to develop solutions and handle general updates and configuration changes/requests
• Identify system deficiencies and recommend solutions.
• Recommends and creates new policy. Creates and utilizes internal and industry best practices.

Maintaining existing ServiceNow modules

• Coordinate module upgrades for IT Service Management, HR Service Delivery, and Creator Workflows, and upcoming ServiceNow module integrations.
• Design, create and configure Business Rules, UI Policies, UI Actions, Client Scripts and ACLs.
• Maintain existing ServiceNow modules to support the business and IT Service Management practices (IT Service Management, HR Service Delivery, and Creator Workflows, and upcoming ServiceNow module integrations).

Installing and Configuring New ServiceNow Modules

• Contribute to the entire implementation process for new applications and enhancements to existing applications.
• Investigate new features and modules available in the ServiceNow platform and demonstrates new innovations to OCIO team, and other BEA stakeholders.
• Integrate monitoring tools by installing connectors from the ServiceNow store for, but not limited to, IT Service Management, HR Service Delivery, and Creator Workflows.
• Update and maintain a comprehensive testing protocol for ServiceNow module upgrades with the purpose of certifying all applications for use after the upgrade completes.
• Develop ServiceNow Reports and Dashboards needed to provide metrics to stakeholders for, but not limited to, IT Service Management, HR Service Delivery, and Creator Workflows.

Requirements:

• Bachelor's degree in Information Technology, Computer Science, or related field
• 5+ years of experience as a ServiceNow Administrator or Developer
• ServiceNow Certified Technical Architect or ServiceNow Master Architect (CTA/CMA) certifications preferred
• Must be eligible for and maintain a Public Trust background clearance; must qualify for a government-issued ID badge (PIV card)

Benefits:

• Base salary based on job, experience and skill level.
• Health benefits include medical, dental, and vision plans.
• 401(k) with 4% company match.
• 10 days Paid time off (PTO) and eleven (11) paid federal holidays.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off

Application Question(s):

• What is your work status: US Citizen, Permanent resident, H1B, OPT?
• What is your expected annual salary?
• What is your current security clearance Status?

Education:

• Bachelor's (Required)

Experience:

• ServiceNow: 5 years (Required)

License/Certification:

• ServiceNow Certified Technical Architect (Preferred)
• ServiceNow Master Architect (Preferred)

Ability to Commute:

• Remote (Required)

Ability to Relocate:

• Remote: Relocate before starting work (Required)

Work Location: Remote