ServiceNow Administrator

ECS is seeking a ServiceNow Administrator to work in our Arlington, VA office. Please Note: This position is contingent upon contract award.

ECS is seeking a ServiceNow Administrator to support highly complex, mission-critical scoped and global application. In this role, you'll provide high level technical planning, execution, and support for software systems and subsystems. In this role you will be responsible for supporting the ServiceNow change requests, dashboards, reports, improvements, fixes, and overall structure and operations.

Responsibilities:

• Works closely with ServiceNow leadership team to support the DHS customer and their needs
• Support Service Desk operations, create reports and dashboards, and coordinate support as needed from additional resources
• Perform account management tasks including the creation and deletion of accounts, adding roles, creation (and management) of groups and other entitlements within the platform
• Intermediate level knowledge in ITIL practice areas to support strategic discussion and direction in evolving the service catalog, self-service capabilities, CMDB, asset, incident, problem, change, service level, knowledge, and request management design, workflow, implementation, and overall best practice
• Additional day-to-day responsibilities include assistance with the overall structure and content of the system, documentation, creation of knowledge articles, working direction with customers and fulfillment of services including Incident and Request tickets
• Present improvement ideas, analyze requests for change, draft, and update system design documentation, understand and implement approved system change requests under change guidance, interface with users, and support testing.
• Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD) - Active EOD preferred
• Bachelor's Degree + 7 years of experience
• 2+ years of experience in ServiceNow administration
• Strong, up to date, working knowledge of ServiceNow modules and applications: Service Catalog(s), Change, Incident, Problem, Knowledge, User and Asset Management, create dashboards and reporting
• Successful problem solving and debugging skills. Ability to analyze, trouble shoot and resolve issues quickly in the ServiceNow instances
• Familiar with SDLC, Agile development methodologies, ITIL framework
• Experience working in an iterative and agile development environment