ASM Research, An Accenture Federal Services Company
ServiceNow Administrator
ASM Research, An Accenture Federal Services Company, Raleigh, North Carolina, United States, 27601
The ServiceNow Administrator is responsible for comprehensive Operations and Maintenance (O&M) services for the USACE OCIO/G-6 Enterprise Service Strategy Tool, ensuring optimal platform performance, reliability, scalability, and availability. This role administers system configurations, user management, incident tracking, and performance monitoring to support organizational service delivery objectives and maintain compliance with federal security and operational requirements.
Key Responsibilities
Perform routine system health checks and monitoring to ensure ServiceNow platform availability (24/7 operations)
Administer user accounts, roles, security groups, and permissions in accordance with organizational policies and security requirements
Manage ServiceNow configurations, customizations, and integrations to support business processes
Proactively identify and address system errors, performance issues, and capacity constraints
Maintain and update incident logs and performance records for transparency and audit compliance
Develop and maintain comprehensive system documentation and standard operating procedures
Support ServiceNow module administration including ITSM, CMDB, Asset Management, and GRC
Generate monthly performance reports per contract deliverables (Section F specifications)
Troubleshoot complex technical issues and coordinate resolutions with ServiceNow support and internal teams
Train end-users on ServiceNow features and maintain user knowledge base
Required Qualifications
Bachelor's degree in Computer Science, IT, Engineering, or related field (or equivalent work experience)
4+ years of experience supporting ServiceNow environments in production settings
ServiceNow Certified System Administrator (CSA) certification or equivalent hands‑on experience
Strong problem‑solving, communication, and collaboration skills
Experience with system administration, user management, and access control
Ability to document processes and create comprehensive system documentation
Knowledge of ITSM principles and IT service management best practices
Preferred Qualifications
ServiceNow Certified Application Developer (CAD) or Certified Implementation Specialist (CIS) certification
Experience with multiple ServiceNow modules (ITSM, CMDB, Asset Management, GRC, Employee Center)
Familiarity with USACE, USARMY, or other federal agency ServiceNow infrastructures
Knowledge of federal compliance requirements and security standards
Experience with ServiceNow Performance Analytics and reporting
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Key Responsibilities
Perform routine system health checks and monitoring to ensure ServiceNow platform availability (24/7 operations)
Administer user accounts, roles, security groups, and permissions in accordance with organizational policies and security requirements
Manage ServiceNow configurations, customizations, and integrations to support business processes
Proactively identify and address system errors, performance issues, and capacity constraints
Maintain and update incident logs and performance records for transparency and audit compliance
Develop and maintain comprehensive system documentation and standard operating procedures
Support ServiceNow module administration including ITSM, CMDB, Asset Management, and GRC
Generate monthly performance reports per contract deliverables (Section F specifications)
Troubleshoot complex technical issues and coordinate resolutions with ServiceNow support and internal teams
Train end-users on ServiceNow features and maintain user knowledge base
Required Qualifications
Bachelor's degree in Computer Science, IT, Engineering, or related field (or equivalent work experience)
4+ years of experience supporting ServiceNow environments in production settings
ServiceNow Certified System Administrator (CSA) certification or equivalent hands‑on experience
Strong problem‑solving, communication, and collaboration skills
Experience with system administration, user management, and access control
Ability to document processes and create comprehensive system documentation
Knowledge of ITSM principles and IT service management best practices
Preferred Qualifications
ServiceNow Certified Application Developer (CAD) or Certified Implementation Specialist (CIS) certification
Experience with multiple ServiceNow modules (ITSM, CMDB, Asset Management, GRC, Employee Center)
Familiarity with USACE, USARMY, or other federal agency ServiceNow infrastructures
Knowledge of federal compliance requirements and security standards
Experience with ServiceNow Performance Analytics and reporting
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