ServiceNow Admin

Added: 4/19/2022

REF: 21228

Contract: Contract

Location: Texas, United States

We are seeking a full-time ServiceNow System Administrator to be an important part of our existing development team. The environment is in the cloud, and we are actively using modules within the ITSM, ITBM, ITOM & SecOps suites. This position can be 100% remote and has no anticipated end date. This role is part of a 200+ person team supporting CMS’s HIGLAS Hosting, Operations & Maintenance (HOM) program. The ServiceNow team consists of 9-12+ teammates. The customer has a strong appetite for innovation, automation and leveraging much of the ServiceNow platform.  If you are good at recurring SN environment maintenance, interacting with end users on INC/RITMs and intermediate development skills, then this position and team may be a good fit for you.


Primary Responsibilities:

  • 60% Cloning, patching, plugin upgrades and release maintenance tasks of all instances and MID servers spanning ITSM, ITBM, ITOM, SecOps & integrations
  • 20% Supporting CMS’s instances of ServiceNow including routine troubleshooting, incident response and request fulfillment
  • 20% Intermediate development tasks progressing over time
  • Assembling and delivering quarterly SN code escrow
  • Ability to plan and lead ServiceNow release upgrades including technical and stakeholder management activities
  • Proactively maintain operational documentation and SOPs to reduce support risk & inefficiency
  • Proactively stay on top of new capabilities in the platform and educate team members and customers
  • Providing training and support (including ad-hoc Q&A) for program staff related to ServiceNow processes, policies, and procedures
  • Creating and maintaining knowledge articles related to the use of the ServiceNow platform
  • Other duties as assigned



  • 2+ years’ experience leading cloning, patching, plug-in upgrades, and release maintenance tasks of ServiceNow cloud environments of similar complexity
  • 2+ years’ experience as first level support for INC and RITM tickets; to include user interactions and attempts to remediate/fulfill tickets
  • 2+ years of direct experience with the ServiceNow platform in an intermediate developer capacity
  • Experience leading at least 1-2 ServiceNow release upgrades including technical and stakeholder management activities
  • Understanding of IT Service Management (ITSM) and common service level agreement (SLA) measurements
  • Strong written, listening, and verbal communication skills regardless of audience.
  • Effective teamwork and collaboration skills in a matrixed organization
  • Strong analytical and organizational skills
  • Attention to detail; a high bar for quality results
  • Ability to juggle multiple tasks in parallel with an awareness for evolving prioritization
  • Proficiency with Microsoft Office suite and SharePoint
  • Must physically reside in the US during the contract, and for at least 3 of 5 years immediately beforehand.  This will enable the resource to acquire and maintain a Public Trust clearance.


  • BS/BA degree related to Information Technology and 3+ years relevant IT experience (or equivalent combination of education and experience)
  • Certified ServiceNow Administrator (CSA) or other ServiceNow certification is a plus
  • Experience using SN scripting languages (i.e. JavaScript)
  • Experience customizing or developing reports from data residing in relational databases
  • Experience designing and developing dashboards and charts from data source(s)
  • Experience with Automated Test Framework (ATF) capabilities
  • ITIL foundations certification
  • Experience working on project teams that leverage Agile/Scrum.
  • Self-motivated to keep learning more about the ServiceNow platform, capabilities and best practices and apply/share them with teammates  

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