Systems Administrator III/ Senior ServiceNow Administrator

Senior ServiceNow Administrator Resource must be in Raleigh, NC for a hybrid work arrangement.

We are looking for a Certified ServiceNow Administrator experienced with policy and procedural tasking as applies to ServiceNow Administration.

The candidate will be responsible for the daily administration, maintenance, and Change Management/Change Control.

ServiceNow Administration certification preferred

List of tasks to be performed: General admin/operations support functions:

• Incident Management
• Problem Management
• Change Management
• Service Catalog
• Service Level Management
• Asset Management
• Based on functional specifications and application reviews, recommend/create application configurations, standards, and administrative evaluations
• Confirm that the configurations conform to US Government Client Standards
• Perform application support activities as specified
• Provide new development requirements as needed
• Document and verify the work being done meets US Government Client Standards
• Unit Test the systems and provide SIT/CAT plans/assistance
• Act as an escalation point for US Government Client ServiceNow Support for end user related inquiries or consultation of the ServiceNow Application system.
• Perform application and end user support as required; perform SME ServiceNow customer support
• Monitor US Government Client and IT ServiceNow emails and Incident tickets requesting technical assistance
• Submit updates to common data elements: categorizations, application data, location data, user data, knowledgebase articles, support group roles, report design, and CMDB
• Implement assigned Change Requests
• Perform monthly ServiceNow audit activities as defined by US Government Client
• Change Management operations support for ServiceNow
• Administrative and operations support for ServiceNow suite of services

Planning and design of new applications and configurations implemented, including:

• Design and implementation of Organization group roles pertaining to each defined Organization
• Design and Implementation of Change Coordinator groups (if needed)
• Performance evaluation and monitoring
• New application integration
• Change Management oversight
• ServiceNow education/training
• Risk Management oversight
• Operations, maintenance, and management of ServiceNow platform
• System interfaces, eBonding & internal services (i.e., eAccess)
• ServiceNow Performance monitoring
• ServiceNow foundation data updates
• Monthly ServiceNow SOX audits
• CAT/Functionality tests prior to production implementations
• New application integration

o A minimum of eight (8) to twelve (12) years' relevant experience. o A degree from an accredited College/University in the applicable field of services is required. If the individual's degree is not in the applicable field then four additional years of related experience is required. o Typically performs all functional duties independently. o Note: Special credentials (licenses and/or certifications) may be required at the Task Order level on a case-specific basis.