Job Description

The ServiceNow Admin/Developer supports the administration, configuration, enhancement, and ongoing performance of ServiceNow capabilities within a client enterprise environment. This role combines platform administration with application development to maintain reliable service delivery, implement enhancements, and support secure, scalable workflows aligned to operational requirements.

The position works across stakeholders, technical teams, and end users to configure modules, troubleshoot issues, automate administrative tasks, and maintain platform health. The role also contributes to documentation, change control, and continuous improvement activities that strengthen platform stability, usability, and supportability in a remote delivery model.

Key Responsibilities

• Administer and maintain the ServiceNow platform, including configuration, upgrades, patching, user support, and day-to-day operational sustainment of platform services.
• Develop, configure, and enhance ServiceNow applications, workflows, forms, catalogs, business rules, and integrations to meet client and enterprise requirements.
• Troubleshoot platform and application issues, perform root cause analysis, and resolve incidents and service requests in accordance with established escalation and change control procedures.
• Support platform monitoring, system performance analysis, and maintenance activities to ensure availability, reliability, and secure operation of ServiceNow solutions.
• Create and maintain technical documentation, configuration records, user guidance, and operating procedures to support consistent administration and knowledge transfer.
• Collaborate with cross-functional teams to gather requirements, evaluate enhancement requests, and implement solutions that improve service management processes and user experience.
• Apply scripting and automation techniques to streamline repetitive administrative tasks and improve operational efficiency across the platform environment.
• Coordinate with internal teams and external vendors as needed to implement fixes, support upgrades, and maintain alignment with enterprise standards and client expectations.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field.
• Five or more years of relevant professional experience in platform administration, application support, systems administration, or related IT roles.
• ServiceNow Certified System Administrator (CSA) certification is required.
• ServiceNow Certified Application Developer certification is required.
• Demonstrated experience administering enterprise platform environments, troubleshooting system issues, supporting upgrades and maintenance, and documenting technical configurations and procedures.
• Ability to support a Public Trust environment and work within a U.S. citizen staffing requirement.
• Strong written and verbal communication skills, analytical problem-solving ability, and the capacity to work independently in a remote operating environment.

Preferred Qualifications

• Experience developing and configuring ServiceNow modules, workflows, forms, service catalogs, and platform automations in support of enterprise IT service management operations.
• Experience and familiarity with the VA Enterprise Service Desk
• Familiarity with incident response, change control, backup or restore support, and operational monitoring within cloud or enterprise application environments.
• Experience working in a federal or similarly regulated client environment with structured documentation, auditability, and security expectations.
• Working knowledge of scripting, workflow automation, and integration patterns used to improve platform efficiency and service delivery.

Qualifications

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.