Journeyman ServiceNow and Enterprise Tools Support Specialist #6169

Overview

This role supports mission-critical systems that enhance national security and operational efficiency. The ideal candidate will have extensive experience in managing ServiceNow and enterprise IT tools, offering Tier II/III support, system integration, workflow automation, and service optimization.

Responsibilities

• Provide daily operational support and troubleshooting for ServiceNow and other enterprise-level IT tools (e.g., SolarWinds, Splunk, SCCM, AppDynamics).
• Serve as a subject matter expert (SME) for the ServiceNow platform, including ITSM, ITOM, CMDB, Discovery, and custom app modules.
• Configure and maintain ServiceNow workflows, business rules, UI policies, client scripts, and integrations with third-party tools.
• Collaborate with internal teams and stakeholders to gather requirements and translate them into technical solutions.
• Develop and implement automation and monitoring solutions to improve system reliability and performance.
• Conduct performance tuning, testing, and updates to maintain the security and efficiency of tools.
• Maintain compliance with federal cybersecurity standards, including FISMA, NIST, and DHS directives.
• Document technical solutions, system configurations, and standard operating procedures (SOPs).

Qualifications

Bachelor's with 3 - 5 years (or commensurate experience)

Required Skills and Experience

• 3+ years of hands-on experience with ServiceNow administration and development.
• Proficient in one or more enterprise monitoring or endpoint management tools (e.g., Splunk, SCCM, Tanium, AppDynamics).
• Strong understanding of ITIL frameworks and best practices.
• Experience with scripting languages (JavaScript, PowerShell) and REST/SOAP APIs.
• Demonstrated ability to work in a fast-paced, mission-focused environment with minimal supervision.

Clearance Required: US citizenship is required to acquire a Top Secret Clearance.

Preferred Skills and Experience

• Active ServiceNow Certified System Administrator or Developer Certification.
• Experience supporting IT environments within the Department of Homeland Security (DHS) or other federal agencies.
• Knowledge of federal cybersecurity compliance standards (e.g., NIST 800-53, FISMA).
• Familiarity with Agile development and DevSecOps environments.