IT Service Management Specialist
Role details
Job location
Tech stack
Job description
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Maintain the health, performance, and reliability of the ServiceNow platform.
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Configure and customize ServiceNow applications, including workflows, forms, business rules, and reporting capabilities to meet operational requirements.
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Manage user roles, permissions, and access control in alignment with security policies and organizational standards.
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Provide technical support and issue resolution, ensuring minimal disruption to IT services.
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Monitor system logs and performance, proactively identifying and addressing potential issues.
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Coordinate and implement new features, upgrades, and platform enhancements in line with release schedules.
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Maintain thorough documentation of configurations, processes, and procedures for compliance and knowledge sharing.
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Stay up to date with ServiceNow best practices, emerging features, and relevant federal IT standards.
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Offer technical leadership in platform design, integration, and optimization efforts.
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Conduct evaluations of new tools or system changes to assess compatibility, performance, and long-term suitability.
Requirements
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Demonstrated experience in managing and administering ServiceNow, including platform configuration, upgrades, and technical troubleshooting.
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Hands-on development experience with custom workflows, scripts, portal design, and system integrations within ServiceNow.
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Strong knowledge of ITIL frameworks, and ITSM best practices.
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Proficiency in JavaScript, with working knowledge of SQL, HTML, and CSS.
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Ability to implement and maintain automated processes and workflows.
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Excellent interpersonal skills and the ability to communicate effectively with both technical and non-technical personnel.
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Experience providing user training and technical documentation.
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Skilled in problem-solving and root cause analysis.
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Familiarity with IT security policies, firewalls, and cybersecurity principles in a government context.
Secondary Requirements:
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Experience working in an Agile environment with tools such as Microsoft Azure DevOps.
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Prior experience supporting government agencies or contracts.
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Strong organizational and analytical skills; ability to manage multiple tasks and priorities in a dynamic environment.
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Bachelor's degree in computer science, information systems, or a related discipline.
*Relevant certifications highly preferred, including:
o ServiceNow Certified System Administrator
o ServiceNow Certified Application Developer
o ITIL Foundation Certification, This role requires customer approval, suitability to hold a public trust and successful completion of a preemployment background screening.
Benefits & conditions
$160,000.00 - $170,000.00 / yr paid time off, paid holidays, sick time, 401(k) United States, D.C., Washington Apr 12, 2026, Our robust benefits package includes Open Paid Time Off, 11 Federal Paid Holidays & 5 Paid Sick Days, Company-paid Life/AD&D, Company-paid Short Term and Long-Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match, Employee Recognition Program, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more!
