Service Now Support Specialist Senior- Level It Subject Matter S

Koniag Government Services - Arlington, VA

Full-time - Senior

Arlington, VA

Management of Companies and Enterprises

About the position

PacArtic, LLC, a Koniag Government Services company, is seeking a ServiceNow Support Specialist Senior-Level IT Subject Matter Specialist with a Secret Clearance to support PAC and our government customer in Arlington, VA. This position is for a Future New Business Opportunity. The ServiceNow Support Specialist will act as the authoritative source of support and development for all ServiceNow activities for the Office of Inspector General (OIG). This includes supporting the ServiceNow ITSM Pro SaaS product throughout its entire lifecycle, which encompasses development, deployment, upgrades, and maintenance. The specialist will be responsible for the lifecycle of Incident, Problem, Change, and Knowledge Management implementation in the ITSM Pro environment, ensuring the health, administration, usage, and overall compliance of ServiceNow and its applications. The role involves configuring and enhancing core applications, including the Service Catalog, Service Portal, Knowledge Base, Management, and Reporting. The specialist will maintain existing workflows, create new workflows, and generate reports and dashboards as necessary. Additionally, the position requires writing JavaScript or other code to create new components in the ServiceNow ITSM environment and developing integrations with external resources and services such as Microsoft Office 365. The ServiceNow Support Specialist will manage users, groups, and roles in the ServiceNow platform, plan and execute major and minor platform version release upgrades, and utilize best practices for code and configuration management. The specialist will also assist in user acceptance testing for new features, perform root cause analyses to troubleshoot operational issues, and coordinate efforts with the government manager. Collaboration with team members to design solutions and support the preparation of knowledge articles and IT documentation is also a key responsibility. The role requires participation in market research and business analyses for additional ServiceNow modules and plug-ins to support OIG's evolving needs, while enforcing best practices for IT security and compliance management.

Responsibilities

• Acts as the authoritative source of support and development of all ServiceNow activities for OIG
• Supports the ServiceNow ITSM Pro SaaS product throughout its entire lifecycle of development, deployment, upgrades, maintenance, etc.
• Supports the lifecycle of Incident, Problem, Change and Knowledge Management implementation in ITSM Pro environment
• Monitors the health, administration, usage, and overall compliance of ServiceNow and its applications
• Configures and enhances core application including, but not limited to, Service Catalog, Service Portal, Knowledge Base, Management, and Reporting
• Maintains existing workflows and updates them, add new workflows
• Creates reports and dashboards for users as necessary
• Writes JavaScript or other code as necessary to create new components in ServiceNow ITSM environment
• Supports and develops integrations with external resources and services such as Microsoft Office 365 and others
• Manages users, groups and roles in ServiceNow platform environments
• Plans, manages and executes major and minor platform version release upgrades and security patches for the ServiceNow platform and for ITSM Pro in a timely manner
• Utilizes best practices for code and configuration management for ServiceNow implementation such as update sets management and promotion between environments, code repositories, DevOps pipelines, etc.
• Supports instance activities such as instance cloning, update set migration, code review, various migration and/or new implementation related testing activities, etc.
• Assists in the development and administration of user acceptance testing for new features released to ServiceNow users
• Performs root cause analyses in coordination with OIG IT teams to support troubleshooting and resolution of operational issues with ServiceNow applications
• Assists with troubleshooting and fixing of performance issues by working with OIG IT teams to provide resolution
• Coordinates efforts on site with and reports results to government manager
• Collaborates with team members to design best of breed solutions and resolution of technical issues
• Supports preparation of knowledge articles (i.e., User Guides) and IT related documentation; develops IT standard operating procedures
• Supports OIG IT Team in conducting market research and business analyses for additional ServiceNow modules, plug-ins, and potential integrations of a quarterly basis to support OIG's evolving needs
• Enforces best practices for IT security, procedures, and compliance management
• Supports triage activities related to ServiceNow applications (e.g., user access issues), while remaining responsive to major events related to ServiceNow outages or performance
• Participates with IT leadership and other IT staff members in analyzing and making recommendations relating to the configuration of the OIG's information technology systems, equipment requirements, budgeting, software, and hardware specifications.

Requirements

• 8-10 years of experience with ServiceNow platform and ServiceNow ITSM Pro application
• Hands-on experience with administering ServiceNow platform
• Hands-on experience with writing software code for ServiceNow ITSM Pro applications in a Service Operations Workspace environment
• Experience working with ServiceNow platform version of 'Vancouver' or later
• Experience in IT service management and enterprise applications support within a Microsoft environment
• Experience working in a Windows environment with Windows Server 2012 and 2016
• Experience working with and supporting complete lifecycle for multi-tier COTS and GOTS applications
• Experience working with application server software, IIS and Apache web servers
• Experience working with data analytics, Team auditing, ticketing (service desk) and custom coded applications
• Experience working with Microsoft SQL Server version 2012, 2014, 2016 and higher versions
• Experience with writing and debugging PowerShell code and scripts
• Experience working in an active directory integrated environment
• Hands-on experience with Automated Testing using Automated Test Framework before migrations
• Knowledge of client-side scripts, UI policies and business rules for ServiceNow platform
• Secret Security Clearance required.

Nice-to-haves

• Familiarity with Infrastructure as a service and platform as a service application in the Microsoft Azure environment
• Experience with Microsoft Office 365 based applications such as Power BI, SharePoint, Forms, Planner, Teams and Power Automate
• Knowledge of IT Service Management (ITIL)
• Experience with SharePoint Designer use with SharePoint Online and SharePoint on-prem installations
• ServiceNow Certified Administrator, ServiceNow Implementation Specialist - ITSM certification and/or ServiceNow Certified Application Developer certifications are desired.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401K with company matching
• Flexible spending accounts
• Paid holidays
• Three weeks paid time off