IT Service Management Specialist

IT Service Management Specialist

Citizenship

US citizens only

NOTE

Candidates must be local to the DC Metro Area to report to the office in Arlington, VA once per week.

Position Description

• Maintain the health, performance, and reliability of the ServiceNow platform.
• Configure and customize ServiceNow applications, including workflows, forms, business rules, and reporting capabilities to meet operational requirements.
• Manage user roles, permissions, and access control in alignment with security policies and organizational standards.
• Provide technical support and issue resolution, ensuring minimal disruption to IT services.
• Monitor system logs and performance, proactively identifying and addressing potential issues.
• Coordinate and implement new features, upgrades, and platform enhancements in line with release schedules.
• Maintain thorough documentation of configurations, processes, and procedures for compliance and knowledge sharing.
• Stay up to date with ServiceNow best practices, emerging features, and relevant federal IT

standards.

• Offer technical leadership in platform design, integration, and optimization efforts.
• Conduct evaluations of new tools or system changes to assess compatibility, performance, and long-term suitability.

Primary Requirements

• Demonstrated experience in managing and administering ServiceNow, including platform

configuration, upgrades, and technical troubleshooting.

• Hands-on development experience with custom workflows, scripts, portal design, and system integrations within ServiceNow.
• Strong knowledge of ITIL frameworks, and ITSM best practices.
• Proficiency in JavaScript, with working knowledge of SQL, HTML, and CSS.
• Ability to implement and maintain automated processes and workflows.
• Excellent interpersonal skills and the ability to communicate effectively with both technical and non-technical personnel.
• Experience providing user training and technical documentation.
• Skilled in problem-solving and root cause analysis.
• Familiarity with IT security policies, firewalls, and cybersecurity principles in a government context.

Secondary Requirements

• Experience working in an Agile environment with tools such as Microsoft Azure DevOps.
• Prior experience supporting government agencies or contracts.
• Strong organizational and analytical skills; ability to manage multiple tasks and priorities in a dynamic environment.

Minimum Qualifications

• Bachelor's degree in computer science, information systems, or a related discipline.
• At least 5 years of experience in IT support, system administration, or a related technical field.
• Minimum of 3 years of ServiceNow ITSM experience in a development or consulting role.

Relevant Certifications highly preferred including

• ServiceNow Certified System Administrator
• ServiceNow Certified Application Developer
• ITIL Foundation Certification
• Candidates MUST be a US Citizen and be able to obtain a Position of Public Trust Clearance. Must not have traveled outside the US for a combined total of 6 months or more in last 5 years and have resided in the US for the last 5 years