ServiceNow Developer / Administrator

The Junior ServiceNow Developer / Administrator will support the configuration, enhancement, and day-to-day operations of ServiceNow solutions in a federal healthcare environment. The individual will work under the direction of senior ServiceNow architects and platform leads to implement standard ITSM capabilities, support workflow automation, and ensure compliance with NIH and HHS governance, security, and operational standards. Prior experience supporting NIH systems is mandatory to ensure familiarity with NIH-specific processes, approvals, and compliance requirements., Support configuration and administration of ServiceNow ITSM modules including Incident, Request, Problem, Change, Knowledge, and CMDB Assist in developing and configuring ServiceNow workflows, business rules, client scripts, UI policies, notifications, and catalog items Perform user and group management, role assignments, and access control in accordance with NIH security policies Support ServiceNow Service Catalog maintenance, request fulfillment workflows, and standardized intake processes Participate in requirements analysis sessions with federal stakeholders to translate business needs into ServiceNow configurations Assist with data imports, updates, and basic integrations using Import Sets and Transform Maps Support testing activities including unit testing, system testing, and user acceptance testing (UAT) Document configurations, standard operating procedures (SOPs), and knowledge articles aligned with NIH documentation standards Support production operations, incident resolution, and platform maintenance activities Collaborate with cybersecurity, compliance, and governance teams to ensure alignment with NIH, HHS, and federal IT policies Support platform upgrades, patching activities, and release deployments under senior team guidance

Ability to obtain and maintain a Public Trust (NIH suitability preferred), ServiceNow Certified System Administrator (CSA) BIG PLUS 1 3 years of hands-on experience supporting ServiceNow in a federal environment Prior experience supporting NIH ServiceNow implementations BIG PLUS Working knowledge of ITIL-based ITSM processes Experience configuring ServiceNow forms, fields, workflows, and service catalog items Familiarity with CMDB concepts and basic configuration item (CI) management Understanding of federal IT environments, governance, and compliance requirements Experience working in Agile or hybrid Agile delivery environments Strong documentation and communication skills, Experience supporting NIH CIT, NIAID, NIDDK, NIEHS, or other NIH Institutes and Centers Exposure to ServiceNow integrations, REST APIs, or MID Server concepts Familiarity with NIH EPLC, IT governance boards, and change control processes Experience working with ServiceNow ITOM, HRSD, or CSM modules (exposure level) Experience using Jira, Confluence, or ServiceNow Agile Development modules

Tools & Technologies

ServiceNow (ITSM, Service Catalog, CMDB) ServiceNow Studio and UI Builder (basic exposure) Import Sets and Transform Maps Agile tools such as Jira or Azure DevOps (as applicable) Microsoft Teams, SharePoint, and collaboration tools used in NIH environments