ServiceNow System Administrator

General Dynamics Information Technology; Rockville (MD); Hybrid; USD 77,000 - 104,000; Full time

Benefits offered by this job

401K with company match

Paid time off

Job summary

General Dynamics Information Technology (GDIT) is seeking a System Administrator Specialist to support NIH/NIAID in a large enterprise ServiceNow environment. You will configure, monitor, and optimize ServiceNow and connected platforms, ensuring security, performance, and reliability across ITSM, ITOM, CMDB, SecOps, VR, and integrated systems.

Role requires hands-on operation, capacity planning, and collaboration with developers, architects, and analysts to validate release readiness.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years of system administration in a large environment.
• Hands-on ServiceNow administration, configuration, maintenance, user management, workflows, or integrations.

Responsibilities

• Perform daily ServiceNow configuration and operational tasks.
• Monitor system performance, resource utilization, and platform stability.
• Conduct capacity analysis and assist with long-term planning for scalability.
• Maintain user accounts, roles, permissions, and access controls per NIH/NIAID security standards.
• Support configuration updates, maintenance, patching, and health checks.
• Provide Tier 2 support for ServiceNow and related tools to users.
• Monitor integrations, jobs, and transactions for reliability and timing.
• Coordinate deployments with developers and analysts for release readiness.
• Maintain runbooks, change records, and system documentation.
• Perform log reviews and basic root cause analysis for incidents.
• Support backup, restore, and disaster recovery testing.

Skills

Business Continuity

IT Systems

IT Operations

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

Job description

Job Qualifications

Business Continuity, Information Technology (IT) Systems, Information Technology Operations

Type of Requisition

Regular

Clearance Level Must Currently Possess

None

Clearance Level Must Be Able To Obtain

None

Public Trust/Other Required

MBI (T2)

Job Family

IT Infrastructure and Operations

Skills

Business Continuity, Information Technology (IT) Systems, Information Technology Operations

Certifications

None

Experience

3 + years of related experience

US Citizenship Required

No

Job Description

GDIT is seeking a System Administrator Specialist to support the National Institutes of Health (NIH), National Institute of Allergy and Infectious Diseases (NIAID) under the Business Process and Information Management Branch (BPIMB) ServiceNow Support Services (SNSS) program.

In this role, you will perform daily system configuration and operational activities that support NIAID's ServiceNow environment and related platforms. You will optimize system performance, monitor resource utilization, assist users in accessing and using business systems, and support the stability, security, and efficiency of technical operations across ITSM, ITOM, CMDB, SecOps, VR, and integrated systems.

This position requires hands‑on operational support skills, familiarity with enterprise platforms, and experience delivering reliable system administration services in a large, complex environment.

Other Responsibilities Will Include

• Perform daily configuration and operational tasks for the ServiceNow platform and supporting systems.
• Monitor and optimize system performance, including resource utilization, data throughput, and platform stability.
• Conduct system capacity analysis and assist with long‑term planning to ensure platform scalability.
• Maintain and administer user accounts, roles, permissions, and access controls in accordance with NIH and NIAID security standards.
• Support configuration updates, scheduled maintenance, patch application, troubleshooting, and routine system health checks.
• Assist users in accessing and using business systems, providing Tier 2 support for ServiceNow and related tools.
• Monitor integrations, jobs, and transactions for reliability and timely execution.
• Coordinate with developers, architects, and business analysts to support deployments and validate operational readiness for releases.
• Maintain documentation for system procedures, configurations, operational tasks, change records, and runbooks.
• Perform log reviews, error analysis, and basic root cause analysis for operational incidents.
• Support backup, restore, and disaster recovery testing as part of continuity‑of‑operations requirements.
• Participate in formal and informal review checkpoints throughout the development and release lifecycle.

Required Qualifications And Skills

• Bachelor’s degree (or equivalent experience).
• 3 or more years of experience performing system administration in a large computer‑based environment.
• Hands‑on experience administering or supporting ServiceNow, including configuration, operational maintenance, user management, workflows, or integrations.
• Basic scripting skills, including JavaScript or equivalent scripting ability used within ServiceNow or similar enterprise platforms.
• Experience performing daily system operations, configuration updates, maintenance, patching, and monitoring.
• Familiarity with ITSM or IT operations workflows.
• Experience assisting users with system access, navigation, and troubleshooting.
• Ability to analyze system performance, resource utilization, and capacity trends.
• Experience documenting procedures and following structured change management practices.
• Strong problem‑solving skills, communication skills, and customer support competency.
• Ability to obtain and maintain NIH Public Trust.

Desired Skills

• ServiceNow certification such as CSA or related module‑specific certification.
• Experience supporting ServiceNow ITOM, CMDB, Discovery, Service Mapping, or Integration Hub.
• Experience configuring and supporting MID Servers.
• Experience with REST or SOAP API interactions.
• Familiarity with log analysis tools or platform monitoring dashboards.
• Experience supporting compliance‑driven federal environments.
• Experience creating runbooks, SOPs, and operational checklists.
• Experience troubleshooting basic JavaScript or platform logic issues.

GDIT IS YOUR PLACE

• Growth: AI‑powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Community: Award‑winning culture of innovation and a military‑friendly workplace

OWN YOUR OPPORTUNITY

Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.

The likely salary range for this position is $76,500 - $103,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours

40

Travel Required

Less than 10%

Telecommuting Options

Hybrid

Work Location

USA MD Rockville

Total Rewards At GDIT

Our benefits package for all US‑based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post‑tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long‑term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About Our Work

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission‑ready capabilities in AI, cloud, cyber and software development.

Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans