ServiceNow Systems Administrator

ServiceNow Systems Administrator 
Location: Goodfellow Air Force Base, San Angelo, TX 
Required Clearance: Top Secret / Sensitive Compartmented Information (TS/SCI) 
 

Veterans First Initiative (VFI) seeks a highly qualified, certified ServiceNow System Administrator with a current, active Top-Secret clearance to maintain, optimize, and ensure the efficient operation of the organization’s ServiceNow instances, including DEV, TEST, and PROD environments. support system health monitoring, performance optimization, instance maintenance, compliance reporting, and the transition from username/password authentication to CAC-authentication for ServiceNow IL-4 services. The ServiceNow platform includes these ServiceNow modules: Strategic Portfolio Management (SPM), IT Asset Management (ITAM), and Workplace Service Delivery (WSD). 
 
Key Responsibilities & Qualifications: 

Qualified Candidates must possess at least 2 years of experience as a ServiceNow System Administrator, including hands-on experience with DEV, TEST, and PROD environments. Candidate shall have experience in transitioning authentication systems, such as username/password to CAC-authentication. The candidate shall have demonstrated expertise in configuring workflows, customizing forms and managing ServiceNow modules such as ITSM, ITAM and WSD. 

Experience with System performance monitoring, troubleshooting and optimization is required as well as the following:  

• Proficiency in ServiceNow scripting languages (e.g., JavaScript, GlideScript).  

• Strong knowledge of ServiceNow Performance Analytics and reporting tools.  

• Hands-on experience with cloning activities (PROD to DEV/TEST) and environment validation.  

• Knowledge of data integrity validation and backup processes.  

• Strong problem-solving and analytical skills.  

• Effective communication skills to interact with stakeholders, end-users, and technical teams.  

• Ability to:  

• Document processes, create training materials, and deliver user training sessions.  

• Monitor system performance, uptime, and availability.  

• Apply ServiceNow patches, updates, and upgrades while minimizing operational impact.  

• Maintain instance logs, tracking errors and performance bottlenecks.  

• Ensure system configurations comply with established security policies.  

• Develop and implement a plan to migrate the ServiceNow IL-4 instance from username/password authentication to CAC-authentication by: 

• Configuring authentication settings 

• Coordinating with cybersecurity teams 

• Resolving technical issues.  

• Ensure all configurations align with DoD and Air Force cybersecurity requirements as established by security personnel.  

• Coordinate with stakeholders and security teams to address potential challenges.  

• Configure ServiceNow for CAC authentication with approved identity providers.  

• Provide user guides and training for the new CAC-authentication process.  

• Configure ServiceNow modules (SPM, ITAM, WSD, CMDB, Service Catalog, etc.).  

• Develop and maintain business rules, workflows, UI policies, and client scripts.  

• Edit and customize workflows to automate business processes and improve operational efficiency.  

• Modify and update forms to ensure they align with organizational requirements and improve user experience  

• Optimize system performance by reviewing and refining configurations.  

• Analyze and troubleshoot performance issues, including slow webpage loading times and system bottlenecks.  

• Monitor and optimize the ServiceNow instance to ensure fast and reliable page load speeds.  

• Identify and optimize inefficient scripts, queries, or workflows that may impact system performance.  

• Implement best practices for performance tuning, ensuring the platform remains responsive to end-users.  

• Configure and maintain ServiceNow Performance Analytics dashboards and reporting tools, ensuring accurate tracking of system health, uptime, and usage metrics. Provide technical support for reporting functions as needed.  

• Generate automated reports on system health, incident resolution rates, and compliance.  

• Provide insights using ServiceNow Performance Analytics and reporting tools.  

• Develop and implement custom metrics to track fulfillment duration of catalog requests.  

• Create automated dashboards to monitor the full lifecycle of catalog requests.  

• Identify process bottlenecks and provide recommendations for optimization.  

• Troubleshoot and resolve platform-related issues affecting the overall performance, configuration, and functionality of the ServiceNow instance. 

• Document troubleshooting procedures and resolutions 

• Provide root cause analysis for recurring issues. 

• Configure and maintain ServiceNow Performance Analytics dashboards and reporting tools, ensuring accurate tracking of system health, uptime, and usage metrics. Provide technical support for reporting functions as needed. 

• Generate reports on system performance, asset management, and change records. 

• Provide documentation and recommendations for continuous improvement. 

• Act as a liaison with ServiceNow technical support and other stakeholders. 

• Submit and track ServiceNow technical support tickets to ensure timely resolution of system-related issues. Escalate unresolved issues to the appropriate government representatives for further coordination with ServiceNow support. 

• Apply ServiceNow patches, updates, and upgrades while minimizing operational impact. 

• Collaborate closely with the organization’s ServiceNow platform and process owners. 

All modifications, updates, and additions to the organization’s ServiceNow instance shall be coordinated exclusively with ServiceNow Platform Owners or the Configuration/Change Management team to ensure data integrity, compliance, and proper change control.  

No changes can be made prior to formal review, approval, and documentation by the organization's ServiceNow Platform Owner in accordance with the established Change Management process.  

Education, Qualification, and Certification Requirements:  

• ServiceNow System Administrator Certification. 

• BS degree in Information Technology, Cybersecurity, Data Science, Information Systems, or Computer Science or equivalent military experience.  

• Security+ certification and one of the following are required: GCLD or GSEC or CSSLP. 

• IAT Level II Certification. 

• Candidate MUST HAVE a current Top Secret DoD security clearance and maintain such a clearance. 

Preferred Skills, Qualifications, and Abilities: 

• Additional certifications in ServiceNow modules.  

• Experience with System performance monitoring, troubleshooting and optimization. 

• Proficiency in ServiceNow scripting languages (e.g., JavaScript, GlideScript). 

• Strong knowledge of ServiceNow Performance Analytics and reporting tools. 

• Hands-on experience with cloning activities (PROD to DEV/TEST) and environment validation. 

• Knowledge of data integrity validation and backup processes. 

• Strong problem-solving and analytical skills. 

• Effective communication skills to interact with stakeholders, end-users, and technical teams. 

• Ability to document processes, create training materials, and deliver user training sessions. 

• Monitor system performance, uptime, and availability. 

• Experience with software package installation, patching & upgrading. 

• Oracle DBA experience in the UNIX operating system.  

• Experience in high availability environment.  

• Experience in software development environment.  

• Experience analyzing, evaluating, development and implementing processes and systems within budget and adhere to time requirements and schedule. 

• Ability to work in a fast-paced production environment with ability to handle multiple competing tasks and demands simultaneously. 

• Effective Customer Service, interpersonal, and management skills/capabilities; including a demonstrated ability to work cross-functionally internally and externally. 

• Interest in new technologies and the ability to adopt to those new technologies. 

• Ability to lead by example and carry a development workload. 

VFI offers competitive compensation, comprehensive benefits packages including medical, dental, vision, employer paid life, short-term, and long-term disability insurance, retirement plans with employer contributions, paid time off, holidays, opportunity for advancement, and a respectful and collaborative work environment. 

VFI is an equal opportunity employer and makes employment decisions without regard to race, religion, national origin, color, gender/gender identity, sexual orientation, disability or protected veteran status.