ServiceNow Administrator II

For more than 30 years, Document Storage Systems, Inc. (DSS) has been a driving force in health information technology—building and integrating the software that thousands of clinicians and administrative staff rely on every day across the federal, public, and private healthcare sectors. From our headquarters in North Palm Beach, Florida, we have become a trusted modernization partner to the Department of Veterans Affairs, the Department of Defense, and other federal agencies, with a relentless focus on interoperability, regulatory compliance, and, above all, better patient care.

The ServiceNow Administrator II is responsible for the end-to-end administration, configuration, and ongoing support of business and enterprise applications hosted in Cloud (SaaS and PaaS) or hybrid environments, with a strong focus on ensuring application availability, performance, and reliability. This is a hands-on role in which the administrator takes an active lead in deploying, configuring, and monitoring Cloud-hosted applications, as well as performing problem determination across applications, their integrations, and associated user access management.

Conditions of Employment:

• Must be a US Citizen or Permanent Resident.

• Must be able to pass a Federal background check

• Must be determined suitable for federal employment.

The ServiceNow Administrator II

• Adheres to all Service Request, Incident, and Change Management policies and procedures.

• Adheres to all procedures and policies including the use of Incident and Change Management.

• Works with leadership to identify project requirements

• Assists project teams.

• Addresses complex application-related technical issues and offers solutions supporting the enterprise.

• Participates in overall support rotation.

• Ensures application and monitoring checks are performed daily to verify the integrity, performance, and availability of Cloud-hosted applications and services.

• Assists Systems Administrators, Developers and other IT staff as required or requested.

• Researches and recommends innovative, and where possible automated, approaches for application administration and configuration tasks in Cloud environments.

• Performs troubleshooting as required and assists with problem-solving efforts often involving software vendors and other support personnel and/or organizations.

• Performs ongoing application performance tuning, configuration optimization, and resource management in Cloud and hybrid environments.

• Performs application usage and capacity monitoring and assists with short and long-term capacity and licensing planning.

• Installs, configures, tests, and maintains Cloud applications and their integrations, including single sign-on (SSO), APIs, and data connectors between systems.

• Administers and configures the ITSM application, including its incident, problem, change, service request, and service catalog modules, in alignment with ITIL practices.

• Maintains the Configuration Management Database (CMDB), ensuring configuration items (CIs), attributes, relationships, and dependencies remain accurate, complete, and current.

• Configures and maintains ITSM workflows, forms, business rules, assignment groups, notifications, and service catalog items that support ITIL-aligned service management processes.

• Supports CMDB data integrity through regular audits, reconciliation, and coordination of discovery and import sources.

• Builds and maintains ITSM reports, dashboards, and SLA metrics that support service management KPIs and continual service improvement.

• Identifies approaches that leverage resources and provide economies of scale.

• Manages application user accounts, roles, and permissions, and assists with periodic access reviews in accordance with least-privilege principles.

• Verifies application data backup, export, and recovery operations are performing correctly.

• Coordinates with development team and vendor to apply application updates, patches, and release upgrades, validating functionality in non-production environments prior to deployment.

• Actively participates in the implementation of disaster recovery and business continuity capabilities for Cloud-hosted applications.

Other Duties:

• Identifies and helps to gather and format data for Key Performance Indicators (KPI).

• Perform on-call responsibilities and after-hours duties as necessary.

• Creates and maintains detailed technical support and process documentation

Security and Privacy Duties and Responsibilities:

Individuals working for DSS will be subject to security and privacy requirements as explained in HIPAA, FedRAMP, and NIST 800-53. Additionally, they are required to undergo specific FedRAMP training to ensure compliance with all associated controls and responsibilities in the day-to-day performance of their duties. Individuals working in departments that are considered to be in the high-risk category will be required to undergo advanced training based on their role and level of access. Individuals with access to modify data and the configuration baseline will require further training

The preceding functions are examples of the work performed by employees assigned to this job classification. Management reserves the right to add, modify, change or rescind work assignments and make a reasonable accommodation as needed.