ServiceNow & DNS Support Specialist

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks a ServiceNow Administrator I to provide first-line support for the Protective DNS service. You will diagnose basic configuration and connectivity issues, log requests, and ensure timely resolution within SLAs.

You will escalate complex cases, document solutions, and help maintain system health and knowledgebase materials for ongoing service continuity.

Qualifications

• 2–5 years in a technical support, sysadmin, or service desk role.
• Experience configuring customer networks and DNS-related issues.
• Strong documentation and ticketing skills; able to track issues to resolution.

Responsibilities

• Administer first-line technical support for Protective DNS service users.
• Log, categorize, and track requests via phone, email, and ServiceNow.
• Perform initial troubleshooting of Protective DNS configuration and connectivity.
• Escalate complex issues to higher-level support as needed.
• Monitor and manage tickets in ServiceNow to meet SLAs.
• Review docs on Protective DNS features and contribute to the knowledgebase.
• Coordinate with operations during disruptions and monitor system health.
• Assist in improving support processes and admin procedures.

Skills

DNS concepts

Network security

Technical documentation

Communication skills

Troubleshooting

Willingness to learn

Education

CompTIA Network+ or Security+

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, seeks a ServiceNow Administrator I to provide first-line support for the Protective DNS service. You will diagnose basic configuration and connectivity issues, log requests, and ensure timely resolution within SLAs.

You will escalate complex cases, document solutions, and help maintain system health and knowledgebase materials for ongoing service continuity.