ServiceNow System Administrator with Security Clearance

Key Responsibilities

• Configure and maintain core ServiceNow modules in alignment with Government-approved requirements and business process designs, including Service Catalog, IT Asset Management (ITAM), Software Asset Management Platform (SAMP), Integrated Risk Management (IRM), Discovery, and Service Mapping.
• Design, build, and maintain Service Catalog items, variable sets, catalog client scripts, and workflows; configure and maintain Service Portal pages, widgets, and themes to support an enterprise-standard end-user self-service experience.
• Develop and support custom scoped applications using the ServiceNow App Engine, maintaining application lifecycle from development through production and supporting modifications as Government requirements evolve.
• Apply advanced scripting techniques — JavaScript/GlideScript in Business Rules, Script Includes, Client Scripts, UI Policies, and Scheduled Jobs — to deliver configured workflow behavior that cannot be achieved through OOTB configuration alone.
• Design and build automated workflows and process flows using Flow Designer; configure Workspaces and UI Designer components to deliver role-optimized user experiences for defined Government user personas.
• Configure and administer Discovery schedules, probes, sensors, and patterns to populate and maintain accurate Configuration Item (CI) data in the CMDB; administer Service Mapping to identify and maintain service-to-CI relationships.
• Configure and administer IRM module capabilities, including policy and compliance frameworks, risk assessments, and audit management workflows in alignment with the federal customer's risk management requirements.
• Draft and maintain test plans and test scripts for developed and configured capabilities addressing both technical reviewers and business end-users; support UAT coordination in collaboration with the Testing and Training Coordinator.
• Administer and maintain the federal customer's ServiceNow platform across all environment tiers — development, test, and production — ensuring each environment is correctly configured, accessible, and maintained in alignment with its designated purpose.
• Ensure development and test environments continuously mirror the production environment configuration, without production content data, at all times; enforce and audit this parity proactively.
• Perform scheduled and on-demand ServiceNow instance clones to refresh lower environments from production, executing data scrubbing procedures to prevent production data from populating non-production tiers.
• Manage user accounts, groups, roles, and access control lists (ACLs) across all ServiceNow instances, implementing and enforcing least-privilege principles consistent with DoD access control requirements.
• Maintain and enforce naming conventions, configuration standards, and coding standards across all platform development and configuration activities.
• Plan, coordinate, and execute the promotion of approved update sets and application changes from development through test to production, following the Government-approved change management process and Change Control Board (CCB) decisions.
• Produce deployment plans and runbooks for each production release, documenting pre-deployment validation steps, deployment sequence, rollback procedures, and post-deployment verification activities.
• Manage update set collisions, merge conflicts, and dependency resolution as changes progress through the environment pipeline, escalating complex architectural issues to the Senior ServiceNow Architect.
• Execute and document post-deployment validation testing; coordinate with the Testing and Training Coordinator to ensure User Acceptance Testing coverage is aligned to deployed capabilities before Government acceptance.
• Maintain a complete audit trail of all platform changes, including update set logs, deployment records, and change documentation.
• Develop and maintain Performance Analytics indicators, data collectors, breakdowns, and dashboards to provide Government stakeholders with real-time visibility into platform operations, SLA performance, and workflow health.
• Build and maintain scheduled and on-demand reports across ServiceNow modules to support program reporting requirements, monthly management reviews, and ad hoc Government data requests.
• Produce and maintain the overarching understanding of the ServiceNow Enterprise product suite as deployed for the federal customer — documenting capabilities in use, integrations active, custom applications in production, and known limitations.
• Plan and execute ServiceNow instance upgrades at a minimum of once per year, maintaining the platform at a version no more than two major releases behind the current ServiceNow release.
• Conduct pre-upgrade impact assessments, identify customization conflicts and deprecated functionality, and coordinate remediation with the Senior ServiceNow Architect prior to upgrade execution.
• Manage upgrade execution across all environment tiers in sequence — development first, test second, production last — validating at each stage before proceeding.
• Produce and deliver upgrade documentation including pre/post-upgrade configuration baselines, test results, and production upgrade reports for Government review.
• Administer ServiceNow platform security configurations consistent with DoD requirements: role-based access controls, session management, audit logging, and integration authentication.
• Support the ISSE in Risk Management Framework (RMF) activities — providing platform configuration documentation, audit log exports, and IRM module configuration evidence as required for accreditation activities.
• Administer and maintain ServiceNow integration configurations, REST/SOAP connections, and MID Server deployments; monitor integration health, error queues, and MID Server status.
• Maintain a current inventory of active user accounts, service accounts, integration endpoints, and scheduled scripts to support periodic access reviews and security audit activities.
• Contribute platform health status, development milestone updates, and environment readiness inputs to weekly progress reports and monthly Program Management Reviews.
• Collaborate actively with the Senior ServiceNow Architect, Business Process Consultant, and Testing and Training Coordinator as a team member operating across aggressive delivery timelines with multiple concurrent priorities.
• Work effectively both as a contributing team member and independently with minimal supervision, delivering results against agreed sprint schedules and deployment milestones.
• Support transition-in and transition-out activities including ServiceNow administrative account setup, configuration baseline documentation, and hands-on technical knowledge transfer to Government-identified resources.

Required Qualifications

• Security Clearance - Active Top Secret clearance with SCI eligibility adjudicated and in place prior to start; must maintain access throughout the period of performance.
• Must be a U.S. Citizen and complete all required DoD security training including Derivative Classification and Mandatory Controlled Unclassified Information (CUI) training prior to access to classified systems.
• Bachelor's degree in Business Management, Information Technology, Computer Science, or a closely related discipline from an accredited institution.
• Additional 2 years of directly relevant ServiceNow development and administration experience may be substituted in lieu of a degree.
• Minimum 3 years of direct experience as a ServiceNow Developer, with demonstrated hands-on configuration and development responsibility in a production-facing environment.
• Experience configuring core ServiceNow modules including Service Catalog, IT Asset Management, Software Asset Management Platform (SAMP), Integrated Risk Management (IRM), Discovery, and Service Mapping.
• Hands-on experience developing and maintaining Service Catalog items, catalog workflows, and Service Portal components.
• Demonstrated knowledge of the ServiceNow App Engine and the process for developing, deploying, and supporting custom scoped applications through their full lifecycle.
• Ability to draft and document test plans addressing both a technical and business perspective.