ServiceNow Administrator

National Harbor, MD, United States of America
Nov 23, 2022
Dec 23, 2022
Full Time
ServiceNow Administrator

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required:

Type of Travel:

CACI is seeking a ServiceNow Administrator to join our technical operations team on a contract supporting Department of Homeland Security. The ServiceNow Administrator will play a role in supporting ServiceNow in a dynamic 24/7/365 enterprise environment. In this role, you'll be responsible for supporting the ServiceNow change requests, dashboards, improvements, fixes, and overall structure and operations.

Job Responsibilities:

  • Perform account management tasks including the creation and deletion of accounts, adding roles, creation (and management) of groups and other entitlements within the platform.
  • Design service catalog items in accordance with customer requirements.
  • Publish and maintain service catalog items.
  • Create and maintain service portal pages and content.
  • Manage customer experiences via portals, pages, and items.
  • Manage user experiences within the Now platform via homepages, dashboards, and workflows.
  • Manage core foundation data, tables & columns, and configuration item (CI) classes.
  • Create and maintain CI relationship data.
  • Support strategic discussion and direction in evolving the service catalog, self-service capabilities, CMDB, asset, incident, problem, change, service level, knowledge, and request management design, workflow, implementation, and overall best practice.
  • Assist with the overall structure and content of the system, documentation, creation of knowledge articles, working direction with customers and fulfillment of services including Incident and Request tickets.
  • Accurately create, test, and manage update sets in a high paced environment.
  • Use best business practices to configure tables, forms, and workflows.
  • Consult on creation and modification of business processes based on knowledge of the platform.
  • Assist in knowledge sharing to ensure Standard Operating Procedures (SOP), user guides, how-to documentation is up to date.
  • Works closely with ServiceNow leadership team to support the DHS customer and their needs
  • Present improvement ideas, analyze requests for change, draft, and update system design documentation, understand and implement approved system change requests under change guidance, interface with users, and support testing.
  • Other duties as assigned

Required Qualifications:

  • Ability to obtain DoD Security Clearance
  • Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD) - Active EOD preferred
  • B.A./B.S. or equivalent + 10 years of experience
  • One or more active ServiceNow certifications
  • Strong, up to date, working knowledge of ServiceNow modules and applications: Service Catalog(s), Change, Incident, Problem, Knowledge, User and Asset Management
  • Intermediate level knowledge in ITIL practice areas
  • Successful problem solving and debugging skills. Ability to analyze, trouble shoot and resolve issues quickly in the ServiceNow instances
  • Experience working in an iterative and agile development environment

Prefered Qualifications:

  • Previous DHS or DoD experience
  • ITIL Release, Control, and Validation
  • ServiceNow Certified System Administrator
  • HTML/CSS experience
  • Proficiency in Javascript is a plus
  • Familiar with SDLC, Agile development methodologies

What We Can Offer You:

  • We've been named a Best Place to Work by the Washington Post.
  • Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
  • We offer competitive benefits and learning and development opportunities.
  • We are mission-oriented and ever vigilant in aligning our solutions with the nation's highest priorities.
  • For over 55 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.

Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.

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