ServiceNow DNS Security Administrator

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

Job summary

ASM Research, An Accenture Federal Services Company in Nashville is seeking a ServiceNow Administrator to deliver first-line technical support for the Protective DNS service. You will diagnose basic configuration and connectivity issues, log requests, and ensure resolution within SLA guidelines.

The role emphasizes triaging issues, escalating complex cases, maintaining tickets in ServiceNow, and contributing to knowledge base while staying adaptable to changing priorities.

Qualifications

• 2–5 years in technical support or service desk roles.
• Hands-on network administration experience.
• Strong knowledge of network security concepts.
• Familiarity with DNS, web filtering, and cloud security.
• Experience with ticketing systems like ServiceNow.
• Excellent documentation and troubleshooting skills.
• Clear communication with users and teams.
• Willingness to learn and adapt to priorities.
• Able to work in a dynamic environment.

Responsibilities

• Administer first-line support for Protective DNS users.
• Log, categorize, and track support requests via phone, email, and ServiceNow.
• Perform initial troubleshooting on DNS configuration and connectivity.
• Escalate complex issues to higher-level support.
• Monitor and manage tickets in ServiceNow ensuring SLAs.
• Review docs and contribute to a knowledgebase.
• Monitor system health and coordinate with operations on disruptions.
• Contribute to process improvements and documentation.

Skills

Tech Support

System Admin

Network Security

DNS & Cloud Security

Documentation

Ticketing Tools

Communication

Learning Agility

Adaptability

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company in Nashville is seeking a ServiceNow Administrator to deliver first-line technical support for the Protective DNS service. You will diagnose basic configuration and connectivity issues, log requests, and ensure resolution within SLA guidelines.

The role emphasizes triaging issues, escalating complex cases, maintaining tickets in ServiceNow, and contributing to knowledge base while staying adaptable to changing priorities.