Senior ServiceNow Enterprise Tools Support Specialist #6170

Job Summary

The Senior ServiceNow Enterprise Tools Support Specialist will provide daily operational support and troubleshooting for ServiceNow and other enterprise-level IT tools. 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.
• 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

The ideal candidate will have a Bachelor's degree with 8+ years of experience or commensurate experience.

Required Skills and Experience

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

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.
• Familiarity with Agile development and DevSecOps environments.