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Description

We are seeking a skilled **ServiceNow Administrator** to manage, configure, and maintain our ServiceNow platform. The ideal candidate will ensure the platform operates efficiently, supports business processes, and aligns with organizational goals. This role involves system administration, troubleshooting, and implementing enhancements to improve user experience and functionality.

Key Responsibilities:

+ **Platform Administration:**

+ Manage day-to-day operations of the ServiceNow platform, including user administration, roles, and permissions.

+ Monitor system performance and ensure high availability.

+ **Configuration & Customization:**

+ Configure ServiceNow modules such as Incident, Problem, Change, CMDB, and Service Catalog.

+ Develop and maintain workflows, business rules, UI policies, and scripts.

+ **Maintenance & Upgrades:**

+ Plan for and apply patches, upgrades, and ensure compatibility with integrations.

+ Deploy update sets to production for bi-monthly planned release, along with support ad hoc releases for partner teams.

+ Maintain documentation for configurations and processes.

+ **Troubleshooting & Support:**

+ Provide technical support for ServiceNow-related issues.

+ Troubleshoot and resolve technical issues related to ServiceNow implementations. Collaborate with support teams and stakeholders to provide timely resolution to incidents and problems.

+ **Compliance & Security:**

+ Ensure adherence to security policies and compliance standards.

+ Manage data integrity and audit logs.

Required Qualifications:

+ 2+ years of experience implementing ServiceNow solutions (equivalency: hands-on experience configuring or building 10 or more ServiceNow applications)

+ ServiceNow Certified System Administrator certification

+ US Citizenship is required (required by the federal government for this position).

+ Must be able to obtain Public Trust clearance.

+ MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract and laws do apply.

Preferred Qualifications:

+ Certified in two or more additional mainline certification, with preference for CIS – Human Resources and CIS – IT Service Management:

+ Certified Application Developer and Certified Implementation Specialist (CIS) – Application Portfolio Management

+ CIS – Customer Service Management and CIS– IT Service Management

+ CIS – Discovery and CIS – Service Mapping

+ CIS – Software Asset Management and CIS – Hardware Asset Management

+ CIS – Project Portfolio Management and CIS – Application Portfolio Management

+ In-depth knowledge of ServiceNow platform capabilities, modules, and best practices

+ Familiarity with ITIL processes and IT Service Management (ITSM) principles

+ In-depth knowledge of scripting languages, including JavaScript and GlideScript

+ Technical skills, including workflow configuration, and business rule development.

+ Expertise in designing and implementing complex workflows.

+ The ability to independently create and manage integrations with external systems.

+ Problem-solving skills and ability to innovate solutions.

+ Detail-oriented tendencies with excellent problem-solving and analytical abilities

+ The ability to work effectively in a team-oriented, collaborative environment.

+ Understanding of performance optimization techniques

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO (https://www.icf.com/legal/equal-employment-opportunity) policy.

We will consider for employment qualified applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email  [email protected]  and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Read more about  workplace discrimination righ t s or our benefit offerings which are included in the  Transparency in (Benefits) Coverage Act.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.

However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at  [email protected] . We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.

**Pay Range** - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$81,499.00 - $138,549.00

Nationwide Remote Office (US99)