Senior ServiceNow Self-Service Administrator — Remote

DecisionPoint | Cortek

United States

Remote

USD 90,000 - 130,000

Full time

3 days ago

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Job summary

DecisionPoint seeks a Tier 0 ServiceNow Administrator / Self-Service Specialist to improve self-service capabilities supporting the USMEPCOM ENLIST program. The role focuses on administering the ServiceNow self-service experience, service catalog, knowledge content, ticket routing rules, approved workflows, dashboards, and automation to help customers resolve common issues or submit accurate requests.

The successful candidate will collaborate with the Service Desk, ITSM process owners, technical

Responsibilities

Administer and maintain approved ServiceNow Tier 0 and customer self-service capabilities.
Configure and maintain the ServiceNow self-service portal or employee-facing service experience.
Maintain service-catalog items, record producers, request forms, variables, categories, descriptions, and fulfillment information.
Configure and maintain approved ticket-routing rules, assignment logic, notifications, and escalation workflows.
Ensure incidents and requests submitted through self-service channels are correctly categorized, prioritized, assigned, and routed.
Maintain approved workflows and automations supporting common service requests and recurring technical issues.
Coordinate with ServiceNow developers or platform engineers for enhancements requiring custom development.