ServiceNow Engineer (Clearance Required)

Connsci is seeking a ServiceNow Engineer to support the Information Technology Division of one of our federal customers. This role will act as a subject matter expert on ServiceNow platform capabilities, providing guidance and recommendations to stakeholders and project teams. They will also provide remote administration, maintenance, configuration, and enhancement support for a ServiceNow environment, including IT Service Management (ITSM), core Asset Management, Hardware Asset Management Professional (HAM Pro), Software Asset Management Professional (SAM Pro), and Strategic Portfolio Management (SPM). In this role you can expect to:

• Act as a subject matter expert on ServiceNow platform capabilities, providing guidance and recommendations to stakeholders and project teams.
• Lead ServiceNow Support interactions with Cases, Changes and Requests, and escalations.
• Develop and maintain ServiceNow Service Portal components, widgets, pages, and the Now Mobile interface to enhance user experience and accessibility.
• Conduct Knowledge Transfer sessions with ITD ServiceNow administrators for development and administrative changes made.
• Collaborate with stakeholders to identify workflow requirements and streamline business processes.
• Develop and maintain ServiceNow Performance Analytics dashboards and indicators to provide insights into platform usage and performance.
• Develop and maintain ServiceNow scripts, including Business Rules, Client Scripts, Script Includes, UI Policies, and UI Actions.
• Develop and maintain ServiceNow Service Catalog items, Request Fulfillment workflows, and Service Level Agreements (SLAs).
• Monitor and troubleshoot the performance of the ServiceNow environments (Dev, Test, and Production Instances). Conduct routine ServiceNow ITSM and Core platform health assessments, ensuring peak performance and availability. Provide assessment report to Platform Owner or Gov Stakeholder.
• Manage user access, roles, and permissions.
• Configure and enhance core applications including, but not limited to, Service Catalog, Employee Center, Knowledge Base, Now Mobile, SPM and Change Management.
• Develop and maintain platform update sets.
• Perform regular platform updates and patches, ensuring system stability and security compliance.
• Administer platform clones and software upgrades, including remediation of Skipped Records. Establish a rollback plan for upgrades, ensuring minimal disruption in case of unforeseen issues.
• Implement and maintain ServiceNow security policies, roles, and access controls, ensuring data confidentiality and compliance with regulatory requirements.
• Design, implement, and maintain ServiceNow workflows, forms, reports, and dashboards.
• Conduct testing and debugging workflows to ensure accuracy and reliability.
• Configure and maintain ServiceNow integrations with third-party systems, ensuring data integrity and seamless communication.
• Provide technical expertise and guidance during the planning and execution of ServiceNow platform projects, including upgrades, migrations, and new implementations.
• Collaborate with project managers, business analysts, developers, and other stakeholders to define project requirements, milestones, and deliverables.
• Participate in project scoping, estimation, and resource planning activities, providing technical feasibility and effort estimation input.
• Support project testing activities, including unit testing, integration testing, and user acceptance testing, to ensure the quality and reliability of deliverables.
• Assist in the deployment and post-deployment activities for ServiceNow projects, including configuration management, release planning, and validation testing.
• Document project-related configurations, customizations, and integrations, capturing lessons learned and best practices for future reference.
• Work assigned service tickets and tasks IAW the Acceptable Quality Level (AQL).
• Develop standard operating procedures, knowledge base articles, technical bulletins, and other documents supporting the IT Division.

Our Ideal Candidate Will Have:

• Ability to assess service requests, identify dependencies, estimate effort, and communicate technical recommendations clearly.
• Strong analytical, troubleshooting, documentation, and customer-service skills.
• Ability to work effectively with technical teams, business stakeholders, administrators, and Power Users in a remote Federal environment.

Required Qualifications

• Bachelor's degree in information technology, computer science, information systems, or a related field. Relevant experience may be considered in place of a degree.
• At least 5 years of experience administering, configuring, or supporting ServiceNow in an enterprise environment.
• At least 5 years of experience configuring ServiceNow workflows, forms, fields, reports, dashboards, notifications, and related platform components.
• At least 3 years of experience supporting ServiceNow ITSM and at least one additional module or capability, such as Asset Management, HAM Pro, SAM Pro, or SPM.
• At least 3 years of experience supporting configuration testing, quality assurance, user acceptance testing remediation, and production releases.
• At least 3 years of experience documenting configurations, troubleshooting activities, technical decisions, and end-user procedures.
• Current Top Secret, DOE Q, or Public Trust High Risk Tier 4 clearance

Preferred Qualifications

• ServiceNow Certified System Administrator certification.
• Experience administering multiple ServiceNow capabilities, including ITSM, HAM Pro, SAM Pro, and SPM.
• ServiceNow Certified Implementation Specialist certification in ITSM, HAM, SAM, SPM, or another relevant product area.
• Experience configuring the ServiceNow components of external system integrations.
• Experience developing administrator, Power User, and end-user documentation and conducting knowledge-transfer sessions.
• Familiarity with Federal change-control, security, access-management, and configuration-management processes.
• Experience working within a structured service-request model that includes effort estimation, prioritization, utilization tracking, and monthly reporting.

Location: This role requires onsite presence during an initial ramp up period (usually 60 days) and then allows for primarily remote work. However, occasional onsite attendance may still be required for meetings, coordination activities, and other Government-directed work. The office location is in Washington, DC and is Metro and rail accessible.

• Collaboration and Innovation: Work in an environment where collaboration and innovation are key. You'll have the opportunity to contribute to projects that make a real difference for our clients.
• Professional Growth: Be part of a team that values professional development. We offer opportunities for growth and advancement, allowing you to enhance your skills and career.
• Impactful Work: Engage in meaningful work that addresses mission-critical issues and supports organizations in achieving their goals.