ServiceNow Administrator

About the role

Resource Management Concepts, Inc. (RMC) is hiring for an experienced ServiceNow Administrator to support a US Navy environment. The selected applicant will provide hosting environments and platforms for Navy applications, as well as other DoD and Homeland Security (HLS) applications.

Responsibilities

• Administer and maintain ServiceNow IT Asset Management (ITAM), IT Operations Management (ITOM), Service Catalog, and related platform capabilities.
• Develop comprehensive Standard Operating Procedures (SOPs) for all ITAM and Catalog processes.
• Conduct mandatory, recurring cross-training sessions with the core internal ServiceNow team to ensure baseline ITAM administration knowledge is established in-house.
• Support purchase order and contract tracking, including record creation, updates, reconciliation, reporting, and data-quality reviews.
• Create, configure, test, publish, and maintain catalog items, record producers, variables, approvals, and fulfillment workflows.
• Manage hardware and software asset records throughout the asset lifecycle, including receiving, inventory, assignment, transfer, refresh, retirement, and disposal.
• Partner with customer stakeholders, process owners, and technical teams to document requirements, prioritize requests, and recommend practical ServiceNow solutions.
• Develop and maintain reports, dashboards, procedures, and administrative documentation.
• Troubleshoot incidents and requests, resolve platform or data issues, and escalate complex technical problems when appropriate.
• Act as the technical bridge between the customer and the core CLOUD CITI ServiceNow team for complex discovery, event management, or integration failures.

ITOM Analyst/Administration Responsibilities

• Maintain and validate Configuration Management Database (CMDB) and ITOM-related records using established data standards and governance procedures.
• Analyze configuration item, relationship, event, alert, service, and asset data to identify gaps, duplicates, ownership issues, and reconciliation problems.
• Support service and application owners with data reviews, operational reporting, dashboards, and recurring data-quality metrics.
• Aid in ITOM process documentation, user support, backlog refinement, testing, and coordination of changes to existing capabilities.
• Review existing workflows and operational processes and recommend improvements that strengthen accuracy, traceability, and customer support.

ITOM Engineering Responsibilities

The following responsibilities may be included depending on customer requirements and subject to formal CLOUD CITI platform governance. These responsibilities may involve configuring and supporting ServiceNow Discovery and Service Mapping, coordinating with the core platform team for underlying infrastructure needs, developing platform-compliant automation, designing and maintaining identification and reconciliation rules, and supporting technical design reviews, release planning, testing, deployment, upgrade validation, performance analysis, and security hardening for ITOM solutions.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or a related field; relevant experience may be considered in lieu of a degree.
• Three or more years of ServiceNow administration, platform analysis, or implementation experience, with hands-on experience supporting ITAM, ITOM, CMDB, Service Catalog, or Asset Management capabilities.
• Working knowledge of ServiceNow data models, roles, access controls, workflows, reporting, imports, update sets, and platform administration practices.
• Demonstrated SME-level experience architecting and implementing ServiceNow Hardware Asset Management (HAM) and Software Asset Management (SAM) workflows.
• Must be capable of operating autonomously without senior technical ITAM oversight.
• Ability to gather requirements, document processes, analyze data, troubleshoot issues, and communicate effectively with technical and nontechnical stakeholders.
• For an engineering-level scope, experience with Discovery, Service Mapping, MID Servers, integrations, scripting, Flow Designer, IntegrationHub, APIs, and CMDB identification and reconciliation is preferred.
• ServiceNow Certified System Administrator (CSA) certification is required.
• ITAM, ITOM, CMDB, Discovery, or Service Mapping implementation certifications are a plus.
• Must hold a DoD 8140 IAT Level II baseline certification (e.g., CompTIA Security+) at the time of hire.
• Must hold an active Department of Defense (DoD) Secret Security Clearance.

Benefits

• RMC offers a competitive paid vacation package with 11 paid federal holidays.
• We provide high-quality, low-deductible healthcare plans.
• We offer pet insurance.
• We have a competitive 401K package.

Pay

The current salary range for this position is $65,000 to $76,000 (annually).

Schedule

This role requires Full-Time support through September 30, 2026, transitioning to Part-Time support for FY27.