Senior ServiceNow Administrator

Servicenow; Arizona; On-site; USD 110,000 - 150,000; Full time

Job summary

ServiceNow is seeking a skilled ServiceNow Administrator to support the DHS account in Arizona. You will work with the leadership team to optimize service delivery, manage the Service Desk, create dashboards, and coordinate resources for incident and request tickets.

Your role includes account management within the platform, ongoing system design documentation, knowledge articles, testing, and implementing approved changes in an iterative, ITIL-aligned environment.

Qualifications

• DoD security clearance eligibility required.
• DHS Entry On Duty (EOD) eligibility; active EOD preferred.
• BA/BS or equivalent with 7 years of experience, or 13 total years.
• 2+ years ServiceNow administration experience.
• Strong knowledge of ServiceNow modules: Service Catalog, Change, Incident, Problem, Knowledge, User and Asset Management.
• Familiar with SDLC, Agile methodologies, and ITIL framework.
• Experience working in iterative and agile environments.

Responsibilities

• Work closely with the ServiceNow leadership team to support the DHS customer and their needs.
• Support Service Desk operations, create reports and dashboards, and coordinate support as needed from additional resources.
• Perform account management tasks including creation/deletion of accounts, roles, groups, and entitlements.
• Provide system design guidance, maintain documentation, and assist with knowledge articles and testing.
• Propose improvements, draft change requests, and implement approved changes under guidance.

Skills

ServiceNow administration

ITIL knowledge

SDLC/Agile

Problem solving

Stakeholder communication

Education

BA/BS or equivalent

Job description

About the Role

• Works closely with the ServiceNow leadership team to support the DHS customer and their needs.
• Supports Service Desk operations, creates reports and dashboards, and coordinates support as needed from additional resources.
• Performs account management tasks including the creation and deletion of accounts, adding roles, creating and managing groups, and other entitlements within the platform.
• Possesses intermediate level knowledge in ITIL practice areas to support strategic discussion and direction in evolving the service catalog, self‑service capabilities, CMDB, asset, incident, problem, change, service level, knowledge, and request management design, workflow, implementation, and overall best practice.
• Handles day‑to‑day responsibilities such as assistance with the overall system structure and content, documentation, creation of knowledge articles, working with customers, and fulfillment of services including Incident and Request tickets.
• Presents improvement ideas, analyzes requests for change, drafts and updates system design documentation, implements approved system change requests under guidance, interfaces with users, and supports testing.

Required Qualifications

• Ability to obtain DoD Security Clearance.
• Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD) – Active EOD preferred.
• BA/BS or equivalent and seven years of relevant experience, or a total of 13 years of experience.
• 2+ years of experience in ServiceNow administration.
• Strong, up‑to‑date, working knowledge of ServiceNow modules and applications: Service Catalog(s), Change, Incident, Problem, Knowledge, User and Asset Management.
• Successful problem‑solving and debugging skills; ability to analyze, troubleshoot, and resolve issues quickly in the ServiceNow instances.
• Familiar with SDLC, Agile development methodologies, and ITIL framework.
• Experience working in an iterative and agile development environment.

Preferred Qualifications

• Proficiency in JavaScript is a plus.

What We Can Offer You

• A competitive benefits package and learning and development opportunities.