About the role
The Opportunity:
Your combination of people skills and systems administrator knowledge makes you the team hero, solving one problem after another. What if you could use those skills to improve the technology supporting the DoW? We’re looking for a system administrator who specializes in ServiceNow administration to help us operate and maintain customer systems.
What You'll Work On:
- Implement and support technical solutions to deliver business requirements, with a focus on ServiceNow-based applications and workflows.
- Administer the ServiceNow platform, including patching, upgrades, instance management, and MID server monitoring and maintenance.
- Configure and maintain core ServiceNow modules, including Incident, Problem, Change, Knowledge, Request, Configuration Management (CMDB), Service Catalog, Service Portal, and project or portfolio management capabilities.
- Plan, design, build, test, and deploy configuration changes such as forms, workflows, notifications, UI actions, and integrations.
- Develop and maintain scripts, workflows, and automation using ServiceNow scripting and orchestration tools.
- Build and evolve reports, dashboards, and performance metrics to support operational visibility and decision-making.
- Configure RBAC, secure authentication, and user access for ITSM applications in accordance with DoD security best practices.
- Support ITSM deployments within secure and air-gapped federal environments, including on-prem ServiceNow instances, and provide Operations & Maintenance (O&M) support patching, monitoring, performance analysis, and platform optimization.
- Troubleshoot and resolve ITSM platform and process issues, providing timely support to end users and process owners.
- Collaborate and partner with government stakeholders and process owners to gather requirements, document process designs and workflows, and drive Continual Service Improvement (CSI).
- Participate in Agile ceremonies, technical reviews, and testing.
- Provide training and mentorship to junior administrators and end users on ITSM functionality and best practices, and stay current with ServiceNow updates, features, and industry trends.
- Identify and evaluate opportunities to improve services, automate processes, and enhance user experience
You’ll help clients overcome tough challenges through monitoring and performance management. Your knowledge will be vital as you identify problem areas and opportunities for improvement in a mission-critical network. Your communication skills will come in handy as you turn metrics into information and articulate their meaning.
We focus on growing as a team, so we’ll share techniques, work through challenges, and develop new methodologies together. Work with us and resolve daily challenges.
Join us. The world can’t wait.
You Have:
- 12+ years of experience working in the Information Technology field
- Experience designing, configuring, and maintaining ServiceNow ITSM applications Incident, Problem, Change, Request, Service Catalog, Knowledge, and Service Level Management with a strong command of ITIL and ServiceNow best practices and hands-on troubleshooting
- Experience building ServiceNow workflows and automation, including Flow Designer, business rules, UI policies and actions, client scripts, notifications, approvals, and assignment rules, to support end-to-end ITSM processes
- Experience administering platform security and supporting deployments in secure, air-gapped federal environments including RBAC, secure authentication, user access management, on-prem ServiceNow implementation, and O&M including patching, monitoring, and performance optimization in accordance with DoD best practices
- Ability to integrate ITSM processes with the CMDB CI relationships, dependency, impact mapping, and service context while enforcing data integrity across ITSM and CMDB tables
- Ability to collaborate with government stakeholders and process owners to define and document ITSM process designs and workflows, participate in Agile ceremonies and change or configuration governance, and mentor junior administrators
- TS/SCI Clearance
- HS diploma or GED
- DoD 8570 IAT Level II Compliant Certification
- DoW 8140 Intermediate level compliant Certification under work code 451
Nice If You Have:
- 5+ years of Experience with ServiceNow and successful ITSM implementations and process ownership
- Experience with Service Portal, Employee Center, Virtual Agent, and Performance Analytics for ITSM
- Experience with ServiceNow integration tools and APIs such as Integration Hub, REST, SOAP web services, and MID Server
- Experience with ServiceNow on-prem instance implementation, management, and troubleshooting
- Knowledge of Linux based operating systems
- Knowledge of ITIL processes and ServiceNow best practices
- ITIL v4 Foundation Certification
- ServiceNow Certified System Administrator (CSA) or ServiceNow Certified Implementation Specialist – ITSM Certification
Clearance:
Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; TS/SCI clearance is required.
Compensation
At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen’s benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.
Salary at Booz Allen is determined by various factors, including but not limited to location, the individual’s particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $61,900.00 to $141,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen’s total compensation package for employees. This posting will close within 90 days from the Posting Date.Identity Statement
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.
Candidate AI Usage Policy
AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly provided.
Work Model
Our people-first culture prioritizes the benefits of collaboration. To support engagement and effective communication, employees working virtually are generally expected to have their cameras on during meetings.
- Remote: If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility.
- Hybrid: If this position is listed as hybrid, you will be expected to work from a Booz Allen or customer facility, in alignment with your leadership's expectations and the needs of the role.
- Onsite: If this position is listed as onsite, work will primarily be performed full-time at a customer facility, where employees will collaborate directly with colleagues and customers as required by the role.
Commitment to Non-Discrimination
All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.