Senior ServiceNow Admin & Self-Service Lead (Remote)

Computer World Services Corp.; North Chicago (IL); Remote; USD 110,000 - 140,000; Full time

Job summary

Computer World Services, Corp. seeks a Tier 0 ServiceNow Administrator / Self-Service Specialist to manage the USMEPCOM ENLIST self-service experience, catalog, knowledge, routing, and automation.

You will work with the Service Desk, ITSM owners, technical teams, and Government stakeholders to convert recurring incidents into reusable guidance and automated resolutions. The role emphasizes accuracy, accessibility, and security of knowledge content, with dashboards to track adoption and

Qualifications

• Bachelor’s degree in IT, IS, or related field and six years of ServiceNow/system admin experience.
• Hands-on experience configuring ServiceNow portals, catalogs, routing rules, workflows, dashboards and testing changes.
• Ability to translate recurring issues into reusable guidance and automated resolutions with stakeholders.
• Strong writing and communication skills for customer-facing instructions and knowledge articles.
• Experience in translating requirements from technical teams and stakeholders into actionable configurations.

Responsibilities

• Administer and maintain the ServiceNow self-service portal and Tier 0 capabilities.
• Maintain service catalog items, record producers, forms, and fulfillment data.
• Configure ticket-routing, assignment logic, notifications, and escalation workflows.
• Maintain workflows and automations; coordinate with developers for custom work.
• Create knowledge content, publish articles, and manage metadata and approvals.
• Review content for accuracy, accessibility, and security; protect sensitive information.
• Develop troubleshooting guides, FAQs, decision trees, and guided-resolution content.
• Configure dashboards/reports for self-service adoption, deflection, and routing accuracy.
• Analyze misrouted submissions and improve forms and rules; identify automation opportunities.
• Coordinate changes, test cases, UAT, controlled releases, and post-upgrade validation.
• Maintain configuration documentation and train content owners and service-desk staff.

Skills

ServiceNow administration

Self-service optimization

ITSM

Knowledge management

Customer/Stakeholder communication

Education

Bachelor’s degree in Information Technology or Information Systems

Tools

ServiceNow

Job description

Computer World Services, Corp. seeks a Tier 0 ServiceNow Administrator / Self-Service Specialist to manage the USMEPCOM ENLIST self-service experience, catalog, knowledge, routing, and automation.

You will work with the Service Desk, ITSM owners, technical teams, and Government stakeholders to convert recurring incidents into reusable guidance and automated resolutions. The role emphasizes accuracy, accessibility, and security of knowledge content, with dashboards to track adoption and