The Midtown Group
IT Service Management Specialist Job at The Midtown Group in Arlington
The Midtown Group, Arlington, VA, US, 22201
One of our federal clients is seeking an experienced IT Service Management (ITSM) Specialist to support and enhance the performance, reliability, and functionality of its enterprise ServiceNow environment. The ideal candidate will bring technical expertise, hands-on development experience, and a passion for IT service excellence to deliver scalable solutions aligned with federal IT standards and mission needs.
Key Responsibilities
Minimum Qualifications
Preferred Qualifications
The Midtown Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We are a small, woman-owned business certified by the Women's Business Enterprise National Council (WBENC). Operating from our headquarters in Washington, DC, we provide trusted staffing services nationwide. Our clients include thousands of the most prestigious Fortune 500 companies, law firms, financial organizations, tech innovators, non-profits, and lobbying firms, as well as federal, state and local government agencies.
Key Responsibilities
- Ensure the health, performance, and reliability of the ServiceNow platform.
- Configure and customize ServiceNow modules (ITSM, custom apps, portals) including forms, workflows, business rules, and reports.
- Manage user roles, groups, and access control in accordance with agency security protocols.
- Provide Tier 2/3 technical support, resolving platform issues with minimal service disruption.
- Monitor system logs, performance metrics, and integrations, proactively addressing issues.
- Plan and execute upgrades, new features, and platform enhancements in line with ServiceNow release schedules.
- Maintain detailed documentation of configurations, processes, and standard operating procedures.
- Stay current with ServiceNow releases, best practices, and federal cybersecurity guidance.
- Lead platform integration, design, and optimization initiatives across cross-functional teams.
- Evaluate and test new tools or system changes for performance, compatibility, and long-term fit.
Minimum Qualifications
- US Citizenship Required
- Bachelor's degree in Computer Science, Information Systems, or a related field.
- 5+ years of IT support or system administration experience.
- 3+ years of hands-on ServiceNow development and administration experience in enterprise or federal environments.
- Proficiency in JavaScript, with working knowledge of SQL, HTML, and CSS.
- Experience developing workflows, scripts, portals, and integrations in ServiceNow.
- Strong understanding of ITIL frameworks and ITSM best practices.
- Ability to automate and maintain efficient workflows and business processes.
- Familiarity with federal IT security policies and principles.
- Excellent communication and interpersonal skills; capable of translating complex concepts for a broad audience.
- Experience producing user-facing documentation and training materials.
Preferred Qualifications
- Experience working in Agile environments using Azure DevOps or similar tools.
- Prior experience supporting federal agencies or government contracts.
- Strong problem-solving skills with a focus on root cause analysis and continuous improvement.
- Relevant certifications:
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
- ITIL Foundation Certification
The Midtown Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We are a small, woman-owned business certified by the Women's Business Enterprise National Council (WBENC). Operating from our headquarters in Washington, DC, we provide trusted staffing services nationwide. Our clients include thousands of the most prestigious Fortune 500 companies, law firms, financial organizations, tech innovators, non-profits, and lobbying firms, as well as federal, state and local government agencies.