ServiceNow System Administrator

General Dynamics Information Technology, Inc.; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

General Dynamics Information Technology, Inc. is seeking a System Administrator Specialist to support NIH/NIAID under the BPIMB SNSS program.

The role focuses on daily ServiceNow configuration and operations across ITSM, ITOM, CMDB, SecOps, VR, and integrated systems to ensure stability, security, and efficiency of enterprise operations. The ideal candidate will have hands-on ServiceNow experience, scripting skills, and a proven ability to work in a large, complex environment while maintaining

Qualifications

• Bachelor’s Degree or equivalent experience.
• 3+ years of system administration in a large computer-based environment.
• Hands-on experience administering or supporting ServiceNow, including configuration, maintenance, user management, workflows, or integrations.
• Basic scripting skills (JavaScript or equivalent) used within ServiceNow or similar platforms.
• Experience with ITSM or IT operations workflows.
• Experience documenting procedures and following change management practices.

Responsibilities

• Perform daily configuration and operational tasks for the ServiceNow platform and supporting systems.
• Monitor and optimize system performance and resource utilization.
• Conduct system capacity analysis and assist with long-term planning for scalability.
• Maintain and administer user accounts, roles, permissions, and access controls.
• Support configuration updates, maintenance, patching, troubleshooting, and routine health checks.
• Provide Tier 2 support for ServiceNow and related tools.
• Monitor integrations and transactions for reliability and timely execution.
• Coordinate deployments with developers, architects, and business analysts.
• Maintain documentation for procedures, configurations, and runbooks.
• Conduct log reviews and basic root cause analysis for incidents.
• Support backup, restore, and disaster recovery testing.

Skills

ServiceNow

ITSM

ITOM

CMDB

SecOps

JavaScript

User management

Change management

Problem solving

Communication

Education

Bachelor's Degree

Tools

ServiceNow platform

MID Servers

REST API

SOAP API

Monitoring dashboards

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:

• Ability to obtain and maintain NIH Public Trust.
• 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.
• Experience documenting procedures and following structured change management practices.
• Ability to analyze system performance, resource utilization, and capacity trends.
• Strong problem-solving skills, communication skills, and customer support competency.

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.

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