ServiceNow Operations System Administator

About the Role

NetImpact Strategies is seeking a Senior Operations System Administrator to provide infrastructure-oriented ServiceNow platform operations for a Federal Agency. This role anchors early and late-window operations, offering deep troubleshooting across MID Servers, supporting VMs/operating systems, queues, connectivity, maintenance, security controls, recovery, and service restoration. The position works closely with the ServiceNow System Administrator and implementation team.

Responsibilities

• Provide early or late-window operational ownership for ServiceNow platform-support infrastructure, focusing on MID Servers, VMs/operating systems, connectivity, queues, maintenance, and continuity.
• Perform deep troubleshooting, preventative/corrective maintenance, performance monitoring, configuration management, and restoration across ServiceNow operational dependencies.
• Investigate MID Server availability, ECC queue conditions, authentication/connectivity failures, certificate/credential issues, resource capacity, and infrastructure anomalies; coordinate with platform, network, cloud, identity, and security teams.
• Execute and document planned maintenance, patching, restart/recovery, backup/restore, continuity, and disaster-recovery activities in accordance with approved change and security processes.
• Provide Tier 2/Tier 3 support for incidents, problems, catalog tasks, and platform requests; maintain accurate ServiceNow records, SLA evidence, restoration notes, and handoffs.
• Implement and monitor infrastructure and platform security controls, log/audit requirements, privileged/service-account dependencies, and operational evidence; escalate suspicious activity immediately.
• Support new integrations and platform changes by validating runtime prerequisites, certificates, network paths, service accounts, MID selection/capacity, and production readiness.
• Coordinate ServiceNow and infrastructure vendor support cases and preserve diagnostic evidence needed for root cause and problem management.
• Maintain operations procedures, queue-management instructions, recovery steps, environment baselines, asset/dependency information, and transition documentation.
• Provide structured handoff to/from the early operations team to ensure unresolved incidents, changes, security actions, and integration conditions retain clear ownership across the service window.

Qualifications

• Five or more years providing operational support to enterprise ServiceNow implementations, including complex troubleshooting and production support.
• Strong experience with ServiceNow MID Servers, Windows/Linux system administration, VM operations, networking/connectivity fundamentals, certificates, authentication, queues, and service accounts.
• Experience with configuration/change management, preventive maintenance, security controls, backups/recovery, incident/problem management, and off-hours production support.
• Multiple ServiceNow certifications relevant to the supported environment; CSA strongly preferred or required where mandated by the applicable labor category.
• Experience coordinating ServiceNow Support cases and cross-team troubleshooting in a shared enterprise environment.
• Ability to work the assigned coverage window and participate in planned after-hours/on-call events.
• U.S. citizenship and ability to satisfy High Risk IT background-investigation and sensitive-information requirements.

Preferred Qualifications

• Federal consulting or financial-regulatory experience.
• Experience with CyberArk or equivalent privileged-account management, Splunk or similar monitoring, and ServiceNow Discovery/ITOM.
• Experience supporting continuity exercises and production releases in multi-vendor environments.

Schedule

Monday-Friday, with representative early shift of approximately 6:00am-2:30pm and late shift of approximately 1:30 p.m.-10:00 p.m. Eastern. Includes planned after-hours maintenance, continuity testing, upgrades, and rotating on-call support as required.

Pay

The posted salary range for this role is $100,000-$120,000. Actual compensation is determined by factors including skillset, experience, location, and benefits packages.

Benefits

• Comprehensive medical, dental, and vision insurance starting the first of the month after joining.
• 401(k) Plan with immediately vested employer contributions.
• Generous Paid Time Off (PTO) policy, one additional day of paid wellness leave per year, and ten federal holidays observed.
• Pet Insurance.
• Tuition reimbursement, internal training programs, and company-sponsored industry certifications.
• Dynamic and collaborative work environment, recently ranked by The Washington Post as a Top Work Place in 2019, 2021, 2022, 2023, & 2024.
• Team building activities, community volunteering, wellness events, and more.

About Us

NetImpact Strategies Inc. (NetImpact) is a Trusted Advisor driving impact through digital transformation for the Federal Government. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. Our professionals partner with customer agencies to deliver solutions that empower them to meet their missions and realize their strategic vision. NetImpact’s core values and commitment to customer-focused delivery have enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government.