ServiceNow System Administator

Job Description

NetImpact has an opportunity for a ServiceNow System Administrator to join our talented IT Services team. This is a 100% remote position. We are seeking candidates who can demonstrate their ability to perform with agility and act with an understanding of the importance of the customer’s mission--delivering value by managing dynamic environments, objectives, and priorities. They will work with key stakeholders to design and develop enterprise business solutions for the customer and serve as a technical resource leading the configuration, development, support, and maintenance of a large, custom ServiceNow application suite of capabilities. The candidate will effectively leverage the ServiceNow platform and their own expertise to implement enterprise business solutions for our customer. They will be a member of a cross-functional team responsible for enhancing the ServiceNow platform, implementing new products, and developing custom ServiceNow solutions. The successful candidate can effectively provide strategic and tactical support to clients, support multiple projects simultaneously, and adapt to changing priorities. This position requires a full-time commitment.

Responsibilities:

• Provide user support
• Provide support for ServiceNow by troubleshooting a variety of difficult software problems, implementing bug fixes, and performing root cause analysis
• Collaborate with project team members to design and deliver creative, scalable, and maintainable solutions to complex problems.
• Ensure ongoing operations function as expected
• Design and develop solutions within the ServiceNow environment to include new or modifications to applications, forms, workflow, policies, actions, access control, interfaces, and any other configurations required to support client processes
• Create and maintain API and data integration processes between ServiceNow and other systems.
• Investigate application behavior
• Generate operational reports and KPI analysis as needed
• Prepare client facing and internal deliverables that are technology related
• Maintain production system reliability utilizing change management process
• Monitor health, usage and overall compliance of the application
• Assist with version upgrades and install patches

Qualifications

Required

• Bachelor’s degree in computer science, MIS or Business-related discipline
• 4+ years of hands-on experience as ServiceNow Administrator
• Experience supporting and troubleshooting custom ServiceNow applications in a production environment, including incident resolution and root cause analysis.
• Experience working with business rules, client scripts, UI policies, flows, workflows, and other application configurations.
• Experience troubleshooting integrations, REST APIs, scheduled jobs, and data-related issues.
• Understanding of ServiceNow security, including roles, ACLs, and user access.
• Experience with update sets, release deployments, testing, and post-deployment validation.
• Ability to manage assigned incidents and service requests in accordance with established SLAs, including prioritization, timely resolution, escalation, and communication.
• Experience preparing and delivering monthly operational reports, including ticket volumes, SLA performance, outstanding issues, trends, and other relevant performance metrics.
• Ability to work directly with customers to investigate issues, understand requirements, and communicate technical findings and resolutions.
• Strong communication skills (oral and written)
• Demonstrated experience developing solutions consistent with architectural standards and ServiceNow best practices
• ServiceNow Certified System Administrator
• Certified in Scaled Agile Framework (SAFe) – or able to complete within 60 days of hire

Preferred

• Experience with ITIL Service Management processes. ITIL Foundations certification
• Must be eligible to meet government eligibility requirements including public trust clearance

#LI-Remote

About Us

At NetImpact Strategies, we post salary ranges in compliance with the specific labor laws and regulations of each county and state, ensuring transparency and fairness in our hiring practices. This approach reflects our commitment to adhering to legal requirements and promoting equitable pay standards across all regions where we operate. The posted salary range for this role is $95,000-120,000. The posted salary range is not an exact indication of the actual compensation offered and is instead a range of what NetImpact, in good faith, could compensate at the lowest and most high end of the salary market. In general, NetImpact may not pay the top of the salary range. Compensations are determined by several mitigating factors including skillset, experience, trainings, location, and other factors including benefits packages.Perks of working at NetImpact Strategies 

• Your health comes first – we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team 

• Invest in your future – 401(k) Plan – Immediately vested employer contributions; no matching required 

• Work hard, play hard – we offer a generous Paid Time Off (PTO) policy, one (1) additional day of paid wellness leave per calendar year, and observe ten (10) federal holidays 

• Pawsitively pawesome – Pet Insurance (because our little critters are part of our families, too!) 

• Invest in your education – Tuition reimbursement, internal training programs, & company-sponsored industry certifications! 

• Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019, 2021,2022, 2023, & 2024! 

• Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more!  

ABOUT US 

NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements. We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. NetImpact’s core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government. 

ACCESSIBILITY NOTE 

NetImpact Strategies is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended (“ADA”), and applicable state and local laws. It is NetImpact’s policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual’s disability. Consistent with this policy of non-discrimination, NetImpact will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made NetImpact aware of his/her disability, unless doing so would cause undue hardship to NetImpact. If you are an applicant and need reasonable accommodation when applying for job opportunities within NetImpact, or request reasonable accommodation to utilize NetImpact’s online employment application, please contact careers@netimpactstrategies.com. 

Responsibilities

Required
- Bachelor’s degree in computer science, MIS or Business-related discipline
- 4+ years of hands-on experience as ServiceNow Administrator
- Experience supporting and troubleshooting custom ServiceNow applications in a production environment, including incident resolution and root cause analysis.
- Experience working with business rules, client scripts, UI policies, flows, workflows, and other application configurations.
- Experience troubleshooting integrations, REST APIs, scheduled jobs, and data-related issues.
- Understanding of ServiceNow security, including roles, ACLs, and user access.
- Experience with update sets, release deployments, testing, and post-deployment validation.
- Ability to manage assigned incidents and service requests in accordance with established SLAs, including prioritization, timely resolution, escalation, and communication.
- Experience preparing and delivering monthly operational reports, including ticket volumes, SLA performance, outstanding issues, trends, and other relevant performance metrics.
- Ability to work directly with customers to investigate issues, understand requirements, and communicate technical findings and resolutions.
- Strong communication skills (oral and written)
- Demonstrated experience developing solutions consistent with architectural standards and ServiceNow best practices
- ServiceNow Certified System Administrator
- Certified in Scaled Agile Framework (SAFe) – or able to complete within 60 days of hire
 
Preferred
- Experience with ITIL Service Management processes. ITIL Foundations certification
- Must be eligible to meet government eligibility requirements including public trust clearance
#LI-Remote