ServiceNow Administrator/Developer

The ServiceNow Administrator/Developer will be responsible for the administration, configuration, development, and ongoing maintenance of the ServiceNow platform supporting IT Call Center operations. This individual will work closely with the Call Center Operations Manager, program leadership, and end users to gather requirements, design and implement platform solutions, and ensure the ServiceNow environment is optimized to support efficient and effective call center service delivery. Principal responsibilities will include but are not limited to:

• Administer and maintain the ServiceNow platform, including user and group management, role assignments, access controls, and system configuration to support IT Call Center operations and contractual requirements.
• Design, develop, and implement ServiceNow solutions including custom applications, workflows, forms, fields, business rules, client scripts, UI policies, and notifications in support of call center operational requirements.
• Collaborate with the Call Center Operations Manager, program leadership, and end users to gather, analyze, and document business and technical requirements, translating them into effective and scalable ServiceNow platform configurations and development solutions.
• Develop and maintain ServiceNow workflows, flow designer automations, and orchestration processes that streamline call center ticketing, routing, escalation, and resolution workflows.
• Configure and maintain ServiceNow modules relevant to IT Call Center operations including Incident Management, Request Management, Problem Management, Knowledge Management, and Service Catalog.
• Develop and maintain ServiceNow reporting, dashboards, and performance analytics products that provide program leadership and government stakeholders with real-time visibility into call center performance metrics and SLA compliance.
• Perform regular platform health checks, system upgrades, patch management, and maintenance activities, ensuring the ServiceNow environment remains stable, secure, and current.
• Develop and maintain integration solutions between ServiceNow and other enterprise systems, tools, and platforms used within the IT Call Center program environment.
• Conduct thorough testing of all platform configurations, customizations, and development solutions prior to deployment, including unit testing, system testing, and user acceptance testing (UAT) coordination.
• Develop and maintain comprehensive technical documentation including system design documents, configuration guides, development specifications, and platform maintenance procedures.
• Provide Tier 2 and Tier 3 platform support to call center staff and end users, troubleshooting and resolving ServiceNow platform issues in a timely and effective manner.
• Support the onboarding and training of call center staff on ServiceNow platform features, updated workflows, and new functionality, developing training materials and knowledge base content as needed.
• Ensure all ServiceNow platform configurations, customizations, and development activities comply with applicable federal security requirements, agency policies, and contractual obligations.
• Stay current on ServiceNow platform updates, new features, and industry best practices, proactively identifying opportunities to leverage new capabilities to enhance call center operations.
• Support continuous process improvement initiatives by analyzing platform utilization data, identifying configuration inefficiencies, and recommending and implementing platform enhancements that improve operational outcomes.

Required:

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field from an accredited college or university. Relevant experience may be considered in lieu of a degree.
• 3+ years of hands-on experience administering and developing within the ServiceNow platform in a structured IT service delivery environment.
• Demonstrated experience configuring and developing ServiceNow modules including Incident Management, Request Management, Problem Management, Knowledge Management, and Service Catalog.
• Experience developing ServiceNow workflows, business rules, client scripts, UI policies, and reporting solutions.
• ServiceNow Certified System Administrator (CSA) certification.

Preferred :

• Prior experience supporting ServiceNow administration and development functions within a federal government contracting environment.
• Experience supporting ServiceNow implementations or enhancements for an IT call center, service desk, or IT managed services program.
• ServiceNow Certified Application Developer (CAD) certification.

Required Skills and Competencies:

• Strong communication skills in English - both written and oral - with the ability to gather and document technical requirements from non-technical stakeholders and communicate platform solutions and updates clearly to both technical and operational audiences.
• Demonstrated hands-on proficiency in ServiceNow platform administration, including user management, access controls, system configuration, and platform maintenance activities.
• Solid development skills within the ServiceNow platform, including experience with JavaScript, Glide API, Flow Designer, Business Rules, Client Scripts, UI Policies, Script Includes, and REST/SOAP API integrations.
• Demonstrated experience configuring and optimizing ServiceNow Incident Management, Request Management, Problem Management, Knowledge Management, and Service Catalog modules in support of IT service delivery operations.
• Proficiency in developing and maintaining ServiceNow reporting, dashboards, and Performance Analytics solutions that support SLA monitoring and operational performance visibility.
• Strong understanding of IT service management principles and ITIL frameworks, including incident management, problem management, change management, and service request fulfillment processes.
• Experience conducting platform testing activities including unit testing, regression testing, and UAT coordination to ensure the quality and stability of all platform configurations and development solutions prior to deployment.
• Proficiency in developing and maintaining technical documentation including system design documents, configuration guides, and platform maintenance procedures.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and collaboration tools such as Microsoft Teams and SharePoint.
• Demonstrated ability to manage multiple platform development and maintenance priorities simultaneously, meeting deadlines in a fast-paced operational environment.
• Ability to obtain and maintain a government security clearance as required.

Desired Skills and Competencies:

• Active government security clearance (Secret or higher).
• ServiceNow Certified Application Developer (CAD) certification.
• ServiceNow Certified Implementation Specialist (CIS) in one or more modules such as ITSM, ITOM, or HR Service Delivery.
• ITIL Foundation certification or higher (ITIL Intermediate or ITIL 4 Managing Professional).
• Experience developing ServiceNow integrations with enterprise platforms and third-party tools using REST, SOAP, and MID Server configurations.
• Familiarity with ServiceNow IT Operations Management (ITOM), IT Asset Management (ITAM), or Security Operations (SecOps) modules.
• Experience with ServiceNow Virtual Agent, Predictive Intelligence, or AI-driven platform capabilities.
• Familiarity with federal IT security frameworks and compliance requirements such as NIST, FedRAMP, or FISMA as they relate to platform administration and development.
• Experience with Agile or DevOps development methodologies as applied to ServiceNow platform development and release management.
• Familiarity with ServiceNow Performance Analytics and advanced reporting capabilities for enterprise-level SLA and operational performance monitoring.
• Experience supporting ServiceNow platform upgrades, patch management, and release management activities in a federal government contracting environment.
• Knowledge of HTML, CSS, and Angular JS as they relate to ServiceNow portal and user interface development.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Koniag Services Inc., a Koniag Government Services company, is seeking a skilled and experienced ServiceNow Administrator/Developer to support the configuration, administration, development, and continuous improvement of the ServiceNow platform for our IT Call Center serving government clients in the Nashville, Tennessee area. The ideal candidate is a technically proficient and detail-oriented professional with hands-on experience administering and developing within the ServiceNow platform, a strong understanding of IT service management principles, and a demonstrated ability to translate business and operational requirements into effective ServiceNow solutions. They bring a collaborative work ethic, strong problem-solving skills, and a commitment to delivering platform solutions that enhance the efficiency and effectiveness of IT Call Center operations. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in Nashville, Tennessee., Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com .

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352