ServiceNow DNS Security Support Specialist

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

Job summary

ASM Research, an Accenture Federal Services company, seeks a ServiceNow Administrator to support the Protective DNS security service. The role handles initial troubleshooting, triages issues, logs requests, and ensures timely resolution within SLA guidelines.

The IT Administrator I uses DNS and network security knowledge to triage, escalate complex cases, monitor health, and contribute to knowledgebase and process improvements to sustain service continuity.

Qualifications

• 2–5 years of experience in a technical support or service desk role.
• Hands-on experience with customer networks and DNS concepts.
• Strong documentation skills and incident tracking.
• Experience with ticketing/remote support tools and SLA adherence.

Responsibilities

• Administer first-line technical support for Protective DNS users.
• Log, categorize, and track support requests via phone, email, and ServiceNow.
• Perform initial troubleshooting on DNS configuration and connectivity issues.
• Escalate complex issues to higher-level staff as needed.
• Monitor tickets in ServiceNow and ensure SLA compliance.
• Review docs and contribute to a knowledgebase.
• Coordinate with ops teams during service disruptions.

Skills

Technical support

DNS concepts

ServiceNow

Ticketing tools

Documentation

Tools

ServiceNow

Job description

ASM Research, an Accenture Federal Services company, seeks a ServiceNow Administrator to support the Protective DNS security service. The role handles initial troubleshooting, triages issues, logs requests, and ensures timely resolution within SLA guidelines.

The IT Administrator I uses DNS and network security knowledge to triage, escalate complex cases, monitor health, and contribute to knowledgebase and process improvements to sustain service continuity.