ServiceNow Developer/Administrator

Role Overview

We are seeking a versatile ServiceNow Developer/Administrator to manage the daily operations, maintenance, and continuous improvement of an enterprise ServiceNow platform. This role is a critical part of a high-impact team supporting a major public sector digital transformation. The primary focus of this position is the technical stewardship of the platform—ensuring 99.9% availability, executing seamless version upgrades, and handling the "run" side of the house while contributing to ongoing development sprints.

Key Responsibilities

• Platform Maintenance: Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, and key processes (e.g., MID Servers, Import Sets, Scheduled Jobs).
• Upgrade Leadership: Plan, coordinate, and execute ServiceNow platform upgrades and patch cycles. This includes conducting impact analyses, managing clone-back procedures, and performing post-upgrade validation and regression testing.
• Daily Administration: Manage user access, group memberships, and roles. Oversee the health of the CMDB and manage Service Catalog items, including workflows, variables, and fulfillment tasks.
• Configuration & Development: Develop and maintain Business Rules, Client Scripts, UI Policies, and UI Actions. Troubleshoot and resolve incidents related to ServiceNow functionality and performance.
• Security & Compliance: Maintain Access Control Lists (ACLs) and security settings. While not required, familiarity with FedRAMP security standards and government compliance protocols is highly preferred.
• Reporting & Dashboards: Create and maintain complex reports and Performance Analytics dashboards to provide real-time visibility into service metrics for leadership.
• Documentation: Maintain accurate system documentation, including configuration logs, upgrade playbooks, and knowledge articles for end-users.

Required Qualifications

• Experience: 4+ years of hands-on experience in ServiceNow administration and development.
• Core Technical Skills: Proficiency in JavaScript, Glide API, and web technologies (HTML/CSS). Experience with IntegrationHub and Flow Designer is a plus.
• Proven Track Record: Demonstrated experience successfully leading at least two major ServiceNow platform upgrades (e.g., Washington to Xanadu).
• Onsite Commitment: Ability to work onsite at our Columbus, OH facility 5 days a week.

Preferred Qualifications

• Security Awareness: Experience working in a FedRAMP-authorized or similarly secured government cloud environment.
• Framework Knowledge: Familiarity with ITIL v4 frameworks and public sector service delivery models (CSM/ITSM).
• Certifications: ServiceNow Certified System Administrator (CSA) is required; Certified Application Developer (CAD) or Micro-Certifications in Upgrade Management are preferred.