DNS Security Support Specialist (ServiceNow)

ASM Research, An Accenture Federal Services Company; Juneau (AK); On-site; USD 54,000 - 88,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a ServiceNow Administrator to provide first-line support for the Protective DNS security service. You will diagnose configuration and connectivity issues, log and track requests, and ensure resolution within SLA guidelines.

Ideal candidates have 2–5 years in technical support or service desks, hands-on network administration, and strong knowledge of DNS concepts and cloud-based security services.

Qualifications

• 2–5 years in technical support or service desk.
• Experience administering and configuring customer networks.
• Knowledge of DNS, web filtering, and cloud security services.

Responsibilities

• Provide first-line technical support for Protective DNS users.
• Log and track requests via phone, email, and ServiceNow.
• Perform initial troubleshooting of DNS configuration and connectivity.
• Escalate complex issues to higher-level support.
• Monitor and manage tickets in ServiceNow to meet SLAs.
• Review docs and contribute to a knowledgebase.
• Coordinate with operations during service disruptions.
• Help improve support processes and admin procedures.

Skills

DNS and network security

Technical support (2-5 years)

ServiceNow ticketing

Documentation and knowledge base

Communication and collaboration

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, seeks a ServiceNow Administrator to provide first-line support for the Protective DNS security service. You will diagnose configuration and connectivity issues, log and track requests, and ensure resolution within SLA guidelines.

Ideal candidates have 2–5 years in technical support or service desks, hands-on network administration, and strong knowledge of DNS concepts and cloud-based security services.