ServiceNow ITSM Specialist (Hybrid)

Configure and customize ServiceNow applications, including workflows, forms, business rules, and reporting capabilities to meet operational requirements. Demonstrated experience in managing and administering ServiceNow, including platform configuration, upgrades, and technical troubleshooting.

Overview:

PLEASE NOTE:  No corp-to-corp candidates will be accepted.

• Tier One Technologies is seeking Sr. ServiceNow ITSM Specialist to support our US Government client.
• This hybrid contract-to-hire position will be located in Rosslyn, VA.
• Must be a US citizen.
• SELECTED CANDIDATES WITHOUT REQUIRED CLEARANCE WILL BE SUBJECT TO A FEDERAL GOVERNMENT BACKGROUND INVESTIGATION TO RECEIVE IT.

Responsibilities:

• Maintain the health, performance, and reliability of the ServiceNow platform.
• Configure and customize ServiceNow applications, including workflows, forms, business rules, and reporting capabilities to meet operational requirements.
• Manage user roles, permissions, and access control in alignment with security policies and organizational standards.
• Provide technical support and issue resolution, ensuring minimal disruption to IT services.
• Monitor system logs and performance, proactively identifying and addressing potential issues.
• Coordinate and implement new features, upgrades, and platform enhancements in line with release schedules.
• Maintain thorough documentation of configurations, processes, and procedures for compliance and knowledge sharing.
• Stay up to date with ServiceNow best practices, emerging features, and relevant federal IT standards.
• Offer technical leadership in platform design, integration, and optimization efforts.
• Conduct evaluations of new tools or system changes to assess compatibility, performance, and long-term suitability.

Qualifications:

• Bachelor’s degree in computer science, information systems, or a related discipline.
• 5+ years of experience in IT support, system administration, or a related technical field.
• 3+ years of ServiceNow ITSM experience in a development or consulting role.
• CERTIFICATIONS (One or more required):
  • ServiceNow Certified System Administrator
  • ServiceNow Certified Application Developer
  • ITIL Foundation Certification.
• Demonstrated experience in managing and administering ServiceNow, including platform configuration, upgrades, and technical troubleshooting.
• Hands-on development experience with custom workflows, scripts, portal design, and system integrations within ServiceNow.
• Strong knowledge of ITIL frameworks, and ITSM best practices.
• Proficiency in JavaScript, with working knowledge of SQL, HTML, and CSS.
• Experience working in an Agile environment with tools such as Microsoft Azure DevOps.
• Ability to implement and maintain automated processes and workflows.
• Experience providing user training and technical documentation.
• Skilled in problem-solving and root cause analysis.
• Familiarity with IT security policies, firewalls, and cybersecurity principles in a government context.
• Excellent interpersonal skills and the ability to communicate effectively with both technical and non-technical personnel.
• Must be a US Citizen.
• Must be able to obtain a Position of Public Trust Clearance.
• Must have resided in the US for the last 5 years and have not traveled outside the US for a combined total of 6 months or more in the last 5 years. Military Service excluded.