ServiceNow Administrator

The ServiceNow Administrator manages and supports the organization’s ServiceNow IT Service Management (ITSM) platform. This role is responsible for configuring, maintaining, and optimizing ServiceNow to ensure accurate incident, request, change, and knowledge management processes. The Administrator works closely with the Program Manager, Operations Manager, Quality Control Lead, and Training Lead to align workflows with contract requirements and support continuous improvement. The Administrator performs light configuration and workflow customization to meet operational needs, without requiring full-scale development.

Key Responsibilities

• Serve as the primary administrator of the ServiceNow platform for the contract.
• Configure and maintain ServiceNow modules, including Incident, Request, Knowledge, Change, Problem, and CMDB.
• Create and manage user roles, groups, and access controls to align with organizational security requirements.
• Develop and maintain dashboards, performance analytics, and reports for contract metrics, including AQLs, SLAs, and PMR reporting.
• Perform basic customizations and light configurations (e.g., adjusting forms, fields, routing rules, and simple workflow automations).
• Implement and maintain workflow automations to streamline ticket routing, escalations, and approvals.
• Support the Knowledge Management System (KMS) by publishing and maintaining articles and templates.
• Perform data integrity checks to ensure accurate ticket documentation and performance reporting.
• Work with the QA Lead to identify quality gaps and update system configurations to improve compliance.
• Collaborate with the Training Lead to support onboarding and refresher training on ServiceNow functionality.
• Coordinate with ITSM teams on platform upgrades, patches, and system enhancements.
• Troubleshoot ServiceNow performance issues and escalate vendor-related issues as needed.
• Provide system documentation, SOPs, and technical guidance for supervisors and end-users.
• Maintain audit readiness by ensuring ServiceNow configurations and reports are fully documented.

Minimum Qualifications

• Education: Bachelor’s degree in Information Technology, Computer Science, or related field. Equivalent experience may be considered.
• Experience:
  • Minimum 3–5 years of ServiceNow administration experience.
  • Experience supporting federal or large enterprise ITSM environments preferred.
  • Familiarity with ITIL-based service delivery and reporting.
• Certifications:
  • ServiceNow System Administrator (CSA) certification (required).
  • ITIL v4 Foundation certification (preferred).
  • Additional ServiceNow certifications (e.g., ITSM Implementation Specialist, Reporting and Performance Analytics) desirable.
• Skills:
  • Strong technical skills in ServiceNow administration and configuration.
  • Proficiency with report creation, dashboards, and performance analytics.
  • Ability to perform basic customizations without requiring full development.
  • Ability to work collaboratively with both technical and non-technical staff.
  • Strong documentation and communication skills.
  • Analytical mindset with focus on process optimization and automation.

Other Requirements

• Must be a U.S. Citizen.
• Must pass a government background investigation.
• Must be available to support system upgrades and maintenance outside normal business hours as required.

Company Overview

Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001:2018, ISO 20000 & ISO 27001 Certified, 8a, Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A recent recipient of the prestigious Washington Technology TOP 50 (ranking #9, and on the list for last 4 years!), A3T is experiencing industry leading recognition and growth. In addition to the CEO’s recognition as an “All-Star Entrepreneur”, A3T is recognized by Inc Magazine as one of the fastest growing companies in the country, by Vet 50 as Fastest Growing Veteran-Owned Businesses, and is featured in CyberSecurity Ventures / Cybercrime Magazine! “As a go-to Women-Owned Cybersecurity company in US and internationally”. As part of our growth, we are looking for YOU to join our growing team.

A3T offers excellent benefits to enhance the work-life balance, including:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term & Long-Term Disability
• 401k Retirement Savings Plan with Company Match
• Paid Holidays
• Paid Time Off (PTO)
• Tuition and Professional Development Assistance
• Parking/Travel Reimbursement (metropolitan areas)