Applications Administrator

Modern Technology Solutions Inc; Alexandria (VA); On-site; USD 100,000 - 160,000; Full time

Job summary

MTSI is seeking an Applications Administrator to manage the ServiceNow platform, govern knowledge bases, and coordinate testing and QA activities. The role ensures platform reliability, accurate documentation, and smooth release readiness.

Responsibilities include platform upgrades, performance monitoring, governance of knowledge content, and developing configurations and dashboards to improve automation and user experience.

Qualifications

• Experience administering enterprise applications or ITSM platforms.
• Understanding ITSM principles and practices.
• Experience with documentation, reporting, and process improvement.
• Effective communication and collaboration skills.
• Ability to obtain and maintain a U.S. government security clearance.
• ServiceNow CSA certification preferred.

Responsibilities

• Administer and maintain the ServiceNow platform, including users, groups, roles, and permissions.
• Support platform upgrades, patches, maintenance, and environment readiness.
• Monitor platform performance, troubleshoot issues, and support configuration enhancements.
• Maintain technical documentation and operational procedures.
• Develop dashboards and reports to monitor platform performance and KB effectiveness.
• Coordinate testing, UAT, functional, regression, and integration testing.
• Administer Knowledge Bases and governance standards, including publishing and retirement.
• Develop low-to-medium complexity configurations and workflow automation.
• Identify opportunities to improve processes, automation, and user experience.

Skills

ITSM principles

Analytical skills

Documentation & reporting

Communication & collaboration

Problem-solving

Education

ServiceNow CSA

Tools

ServiceNow platform

Job description

Position Summary The Applications Administrator is responsible for administering and maintaining the ServiceNow platform, managing Knowledge Base governance, coordinating testing and quality assurance activities, and supporting platform enhancements. This role ensures platform reliability, documentation accuracy, release readiness, and continuous improvement while delivering a positive end-user experience. T he position may also support the administration, maintenance, and continuous improvement of other enterprise applications and business systems as needed

Essential Duties and Responsibilities

Platform Administration

Administer and maintain the ServiceNow platform, including users, groups, roles, and permissions.

Support platform upgrades, patches, maintenance, and environment readiness.

Monitor platform performance, troubleshoot issues, and support configuration enhancements.

Maintain technical documentation and operational procedures.

Testing & Quality Assurance

Develop and maintain testing standards, procedures, and quality assurance processes.

Coordinate User Acceptance Testing (UAT), functional, regression, and integration testing.

Develop test plans, scripts, and scenarios for platform enhancements and releases.

Track defects, testing results, and remediation efforts.

Coordinate release validation and ensure testing requirements are met before production deployment.

Maintain testing documentation, reports, and quality metrics.

Knowledge Management & Governance

Administer and maintain ServiceNow Knowledge Bases and governance standards.

Manage knowledge article creation, review, approval, publishing, recertification, and retirement.

Audit content for accuracy, completeness, consistency, and compliance.

Coordinate content reviews with service owners and subject matter experts.

Provide guidance and training to knowledge contributors.

Monitor Knowledge Base performance, usage, and self-service effectiveness.

Development & Configuration

Develop and maintain low-to-medium complexity ServiceNow configurations and enhancements.

Support workflow automation, application configuration, and platform improvements.

Troubleshoot defects and assist with testing and deployment activities.

Reporting & Continuous Improvement

Develop dashboards and reports to monitor platform performance, testing results, and Knowledge Base effectiveness.

Track quality metrics, platform adoption, and service performance.

Identify opportunities to improve processes, automation, documentation, and user experience.

Support governance, compliance, and audit activities.

Minimum Qualifications

Experience administering enterprise applications or service management platforms.

Understanding of IT Service Management (ITSM) principles and practices.

Strong analytical, organizational, and problem-solving skills.

Experience with documentation, reporting, and process improvement.

Effective communication and collaboration skills.

Ability to obtain and maintain a U.S. government security clearance.

Preferred Qualifications

ServiceNow Certified System Administrator (CSA).

Experience with ServiceNow administration, configuration, Knowledge Management, or Service Catalog.

Experience coordinating UAT, testing, or quality assurance activities.

Experience developing reports and dashboards.

Knowledge of change management and service management best practices.

Compensation

The pay range for this position is $100,000/year to $160,000/year; however, base pay offered may vary depending on established government contract rates, job-related knowledge, skills, and experience, and other factors.

MTSI also offers a full range of medical, financial, and other benefits, dependent on the position offered.

This information is provided per the Equal Pay Act.

Base pay information is based on market location.