ServiceNow Systems Administrator

About the role

Blue Sky Innovative Solutions, LLC is seeking a mid-level ServiceNow System Administrator to support a federal customer's enterprise operations ServiceNow instantiation.

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.
• 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.
• 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.
• Contribute platform health status, development milestone updates, and environment readiness inputs to weekly progress reports and monthly Program Management Reviews.

Qualifications

• Active Top Secret clearance with SCI eligibility adjudicated and in place prior to start; must maintain access throughout the period of performance.
• U.S. Citizen and complete all required DoD security training including Derivative Classification and Mandatory Controlled Unclassified Information (CUI) training before 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 user audience; experience coordinating or supporting user acceptance testing for delivered platform capabilities.
• Demonstrated understanding of ITIL processes, operations, and procedures as applied to IT service management platform configuration and workflow design.
• At least 1 year of experience supporting a U.S. Government or DoD client in a ServiceNow development, administration, or IT operations capacity.
• ServiceNow Certified System Administrator (CSA) certification is required; candidates without active CSA certification must obtain it within 90 days of hire.
• Advanced scripting proficiency in JavaScript/GlideScript: Business Rules, Script Includes, Client Scripts, UI Policies, Scheduled Jobs, and REST message scripting.
• Hands-on experience with Flow Designer for workflow automation; experience with Workspaces and UI Designer for role-optimized user experience configuration.
• Proficiency with ServiceNow platform administration tools: Update Sets, System Clone, Event Management, and MID Server administration.
• Working knowledge of REST API concepts and ServiceNow Integration Hub at an operational and configuration level.
• Familiarity with IT security fundamentals applicable to platform administration: least privilege, access logging, session management, and vulnerability remediation.
• Proficiency with Microsoft Office suite Excel, Word, Teams, and related products for documentation, collaboration, and program reporting.