Service Now Support Specialist Senior- Level It Subject Matter S with Security Clearance

PAC Job ID 2460065 KGS is seeking qualified candidates for our open positions, but we will only extend an offer of employment after a candidate applies through the link in our job posting
If you receive a job offer via email only and have not been interviewed by the KGS hiring manager, feel free to contact to verify its validity
PacArtic, LLC, a Koniag Government Services company, is seeking a ServiceNow Support Specialist Senior-Level IT Subject Matter Specialist with a Secret Clearance to support PAC and our government customer in Arlington, VA
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more
Essential Functions, Responsibilities & Duties may include, but are not limited to:
• Acts as the authoritative source of support and development of all ServiceNow activities for OIG
• Specifically, supports the ServiceNow ITSM Pro SaaS product throughout its entire lifecycle of development, deployment, upgrades, maintenance, etc.
• Supports the lifecycle of Incident, Problem, Change and Knowledge Management implementation in ITSM Pro environment
• Monitors the health, administration, usage, and overall compliance of ServiceNow and its applications
• Configures and enhances core application including, but not limited to, Service Catalog, Service Portal, Knowledge Base, Management, and Reporting
• Supports the Service Catalog implementation and operational updates as appropriate
• Maintains existing workflows and updates them, add new workflows
• Creates reports and dashboards for users as necessary
• Writes JavaScript or other code as necessary to create new components in ServiceNow ITSM environment
• Support and develop integrations with external resources and services such as Microsoft Office 365 and others
• Manages users, groups and roles in ServiceNow platform environments
• Plans, manages and executes major and minor platform version release upgrades and security patches for the ServiceNow platform and for ITSM Pro in a timely manner
• Utilizes best practices for code and configuration management for ServiceNow implementation such as update sets management and promotion between environments, code repositories, DevOps pipelines, etc.
• Supports instance activities such as instance cloning, update set migration, code review, various migration and/or new implementation related testing activities, etc.
• Assists in the development and administration of user acceptance testing for new features released to ServiceNow users.
• Performs root cause analyses in coordination with OIG IT teams to support troubleshooting and resolution of operational issues with ServiceNow applications.
• Assist with troubleshooting and fixing of performance issues by working with OIG IT teams to provide resolution
• Coordinates efforts on site with and reports results to government manager
• Collaborates with team members to design best of breed solutions and resolution of technical issues
• Supports preparation of knowledge articles (i.e., User Guides) and IT related documentation; develops IT standard operating procedures
• Supports OIG IT Team in conducting market research and business analyses for additional ServiceNow modules, plug-ins, and potential integrations of a quarterly basis to support OIG's evolving needs.
• Enforces best practices for IT security, procedures, and compliance management
• Supports triage activities related to ServiceNow applications (e.g., user access issues), while remaining responsive to major events related to ServieNow outages or performance.
• Coordinating with other IT professionals both internally and externally to the Department as required to efficiently support OIG users.
• Participates with IT leadership and other IT staff members in analyzing and making recommendations relating to the configuration of the OIG's information technology systems, equipment requirements, budgeting, software, and hardware specifications
Work Experience, Knowledge, Skills & Abilities: The ServiceNow Support Specialist/Senior-Level IT Subject Matter Specialist has 8-10 years of experience in the following:
• Demonstrated hands-on experience with ServiceNow platform and ServiceNow ITSM Pro application
• Demonstrated hands-on experience with administering ServiceNow platform
• Demonstrated hands-on experience with writing software code for ServiceNow ITSM Pro applications in a Service Operations Workspace environment
• Demonstrated hands-on experience with working with ServiceNow platform version of "Vancouver" or later
• Demonstrated hands-on experience in IT service management and enterprise applications support within a Microsoft environment.
• Experience working in a Windows environment with Windows Server 2012 and 2016
• Experience working with and supporting complete lifecycle for multi-tier COTS and GOTS applications
• Experience working with application server software, IIS and Apache web servers
• Experience working with data analytics, Team auditing, ticketing (service desk) and custom coded applications
• Experience working with Microsoft SQL Server version 2012, 2014, 2016 and higher versions
• Experience with writing and debugging PowerShell code and scripts
• Experience working in an active directory integrated environment
• Demonstrated hands-on-experience with Automated Testing using Automated Test Framework before migrations
• Demonstrated knowledge of client-side scripts, UI policies and business rules for ServiceNow platform
• Secret Security Clearance required
The ServiceNow Support Specialist/Senior-Level IT Subject Matter Specialist must be familiar with following:
• Infrastructure as a service and platform as a service application in the Microsoft Azure environment
• Microsoft Office 365 based applications such as Power BI, SharePoint, Forms, Planner, Teams and Power Automate
• IT Service Management (ITIL)
• SharePoint Designer use with SharePoint Online and SharePoint on-prem installations
• ServiceNow Certified Administrator, ServiceNow Implementation Specialist - ITSM certification and/or ServiceNow Certified Application Developer certifications are desired
Working Environment & Conditions This job operates in a professional office environment and has a noise level of mostly low to moderate
This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines
This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate
The incumbent is required to stand, walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear
The workload may require the incumbent to sit for extended periods of time
The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress
The incumbent must occasionally lift and/or move up to 25 lbs
Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus
Our Equal Employment Opportunity Policy The company is an equal opportunity employer
The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender, or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information, or any other factor protected by law
We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms, and conditions of employment
The company is dedicated to seeking all qualified applicants
If you require accommodation to navigate or to apply for a position on our website, please contact Heaven Wood via e-mail at or by calling to request accommodation
Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies
As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions
KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery
We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities
For more information, please visit www.koniag-gs.com
Equal Opportunity Employer/Veterans/Disabled
Shareholder Preference in accordance with Public Law 88-352