ServiceNow Engineer
The ServiceNow Engineer is responsible for comprehensive Operations and Maintenance (O&M) services for the USACE OCIO/G-6 Enterprise Service Strategy Tool, ensuring optimal platform performance, reliability, scalability, and availability. This role administers system configurations, user management, incident tracking, and performance monitoring to support organizational service delivery objectives and maintain compliance with federal security and operational requirements.
Possesses and applies a comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments. May supervise others.
Key Responsibilities
- Perform routine system health checks and monitoring to ensure ServiceNow platform availability (24/7 operations)
- Administer user accounts, roles, security groups, and permissions in accordance with organizational policies and security requirements
- Manage ServiceNow configurations, customizations, and integrations to support business processes
- Proactively identify and address system errors, performance issues, and capacity constraints
- Maintain and update incident logs and performance records for transparency and audit compliance
- Develop and maintain comprehensive system documentation and standard operating procedures
- Support ServiceNow module administration including ITSM, CMDB, Asset Management, and GRC
- Generate monthly performance reports per contract deliverables (Section F specifications)
- Troubleshoot complex technical issues and coordinate resolutions with ServiceNow support and internal teams
- Train end-users on ServiceNow features and maintain user knowledge base
Required Qualifications
- Bachelor's degree in Computer Science, IT, Engineering, or related field (or equivalent work experience)
- 4+ years of experience supporting ServiceNow environments in production settings
- ServiceNow Certified System Administrator (CSA) certification or equivalent hands-on experience
- Strong problem-solving, communication, and collaboration skills
- Experience with system administration, user management, and access control
- Ability to document processes and create comprehensive system documentation
- Knowledge of ITSM principles and IT service management best practices
Preferred Qualifications
- ServiceNow Certified Application Developer (CAD) or Certified Implementation Specialist (CIS) certification
- Experience with multiple ServiceNow modules (ITSM, CMDB, Asset Management, GRC, Employee Center)
- Familiarity with USACE, USARMY, or other federal agency ServiceNow infrastructures
- Knowledge of federal compliance requirements and security standards
- Experience with ServiceNow Performance Analytics and reporting
- Background in federal IT contracting and government service delivery
- SQL and database administration knowledge
Required Skills
- ServiceNow Administration & Configuration
- User & Access Management
- Incident Tracking & System Health Monitoring
- Problem-Solving & Troubleshooting
- System Documentation & Reporting
Preferred Skills
- ServiceNow Development (advanced configuration)
- ServiceNow ITSM Configuration Management Database (CMDB)
- Federal Compliance & Security
- Performance Analytics & Reporting
- API Integration & System Customization