The Junior ServiceNow Operations Specialist will serve as an essential member of the NMMES Program Operations Team, ensuring the daily stability, performance, and usability of the ServiceNow platform. As the program transitions from manual processes to automated workflows, this role provides technical support, incident triage, and foundational administration. The specialist will work under the guidance of senior administrators to support 50,000+ Navy personnel by managing IT Service Management (ITSM), Asset Management, and supporting Risk Management Framework (RMF) automation.

Key Responsibilities

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  Platform Operations & Triage:
  Monitor the ServiceNow instance, triage incoming platform issues, and maintain platform stability. Handle Tier 1-2 incidents and service requests related to ITSM and custom applications within established SLAs.

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  User/Access Administration:
  Perform user management, group administration, and role assignments in adherence to RMF security policies and "least-privilege" standards.

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  Service Catalog Health:
  Maintain and update catalog items, record producers, and knowledge articles based on user feedback to enhance the Sailor/Civilian experience.

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  Update Set Management:
  Follow strict update set protocols to capture, document, and promote configurations between development, test, and production environments.

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  Data Quality Assurance:
  Validate data integrity in foundational records (users, groups, assignment rules, CMDB) to prevent reporting discrepancies.

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  Documentation:
  Create and maintain standard operating procedures (SOPs), knowledge articles, and technical runbooks to support the growing NMMES documentation library.

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  System Testing:
  Participate in User Acceptance Testing (UAT) and conduct smoke testing after platform patches, releases, or configuration changes.

Required Qualifications

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  Active Secret Clearance
  (Required due to Navy environment).

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  Experience:
  0–2+ years of foundational experience with ServiceNow, ideally in a system administration or operations support role.

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  Certification:
  ServiceNow Certified System Administrator (CSA) strongly preferred or ability to obtain within 90 days.

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  Technical Skills:

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    Basic knowledge of ServiceNow core modules: ITSM (Incident, Change, Request) and CMDB.

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    Familiarity with Flow Designer, UI Policies, and Business Rules.

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    Understanding of JavaScript fundamentals to read/troubleshoot basic scripts.

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  Process Knowledge:
  Familiarity with ITIL best practices and Agile methodologies.

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  Education:
  Bachelor’s degree in Computer Science, Information Technology, or equivalent hands-on experience.

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  Clearance:
  Active Secret clearance.

Desired Skills & Competencies

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  Experience supporting U.S. Navy, NAVSEA, or Department of Defense (DoD) programs.

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  Familiarity with RMF (Risk Management Framework) compliance.

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  Experience with ServiceNow Automated Test Framework (ATF).

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  Strong verbal and written communication skills to document procedures for a technical and non-technical audience.