Remote ServiceNow Administrator for IT Call Center

Koniag Services, Inc.; Nashville, Northern (TN, KY); Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Paid parental leave

Life and disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Koniag Services Inc. seeks a skilled ServiceNow Administrator to support the configuration, administration, and ongoing maintenance of the ServiceNow platform for our IT Call Center serving government clients.

The role is remote and requires strong ITIL foundations, with a focus on Incident/Request/Problem/Knowledge Management and Service Catalog. Responsibilities include day-to-day platform administration, updates, reporting, and Tier 2 support, along with ensuring security policy compliance

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field; relevant experience may count.
• 2+ years of hands-on ServiceNow administration in a structured IT service delivery environment.
• CSA certification or progress toward certification within 6 months of hire.

Responsibilities

• Perform day-to-day administration of the ServiceNow platform including user/group management, role assignments, ACL maintenance, and system configuration for IT Call Center operations.
• Monitor health, stability, and performance of the ServiceNow platform; identify and resolve issues and configuration errors.
• Support configuration and maintenance of Incident Management, Request Management, Problem Management, Knowledge Management, and Service Catalog modules.
• Assist in developing and maintaining ServiceNow workflows, flow designer automations, and notification rules.
• Manage platform updates, patches, and maintenance activities to minimize disruption.
• Maintain reporting configurations, dashboards, and analytics for SLA monitoring.
• Provide Tier 2 support to call center staff and end users for ServiceNow issues.
• Manage access requests ensuring compliance with security policies and procedures.
• Assist in developing knowledge base articles and training materials for onboarding staff.
• Maintain administration documentation including change logs and maintenance schedules.
• Coordinate with development on platform enhancements and conduct UAT as directed.
• Ensure compliance with federal security requirements and agency policies.

Skills

ServiceNow Administration

User & Group Management

ACL Configuration

Incident Management

Request Management

Problem Management

Knowledge Management

Service Catalog

ITIL Knowledge

Communication Skills

Education

Bachelor's degree in IT/CS/IS

Tools

ServiceNow

Flow Designer

Update Sets

Data Imports

Job description

Koniag Services Inc. seeks a skilled ServiceNow Administrator to support the configuration, administration, and ongoing maintenance of the ServiceNow platform for our IT Call Center serving government clients.

The role is remote and requires strong ITIL foundations, with a focus on Incident/Request/Problem/Knowledge Management and Service Catalog. Responsibilities include day-to-day platform administration, updates, reporting, and Tier 2 support, along with ensuring security policy compliance