[Hiring] ServiceNow System Administrator @NetImpact Strategies

Role Description

NetImpact Strategies is seeking a ServiceNow System Administrator / Platform Operations Lead to own the day-to-day condition of an enterprise ServiceNow platform supporting a Federal Agency. This role leads platform administration, Tier 2/Tier 3 restoration, incident/problem/change execution, release operations, platform health, MID Server and integration monitoring, security controls, and evidence-producing operations.

This position requires U.S. citizenship and a post-award Government background investigation.

Key Responsibilities

• Lead day-to-day platform operations and coordinate incident, problem, request, change, release, maintenance, and platform-catalog work using ServiceNow as the system of record.
• Lead Tier 2/Tier 3 triage and service restoration for platform-related issues; establish severity, evidence, owner, next action, validation criteria, and escalation to the CTA, engineering team, product teams, infrastructure teams, or ServiceNow as appropriate.
• Monitor platform health and performance, including scheduled jobs, reports, indexing, queues, automation failures, application/system logs, event signals, and recurring degradation; maintain actionable health dashboards and trend reviews.
• Administer ServiceNow configurations, users/groups/roles, applications, platform settings, plug-ins, service catalog records, platform licenses, and approved operational controls.
• Monitor and support MID Servers and enterprise integrations, including SSO, email, monitoring, cloud/on-premise connections, certificates, credentials, and service accounts; isolate platform versus product-team ownership quickly.
• Coordinate patches, upgrades, feature deployments, and scheduled releases using approved change control, release standards, CI/CD, rollback readiness, and post-production validation.
• Coordinate platform regression, functional, integration, performance, and user-acceptance validation with the Tester and technical teams; ensure objective release evidence is complete before readiness decisions.
• Execute and retain security-control evidence, access and provisioning records, logging/auditing evidence, and incident artifacts; immediately escalate suspected security or privacy events through approved channels.
• Maintain SOPs, runbooks, knowledge articles, operational schedules, service maps/dependencies, and structured shift handoffs; validate stale or missing artifacts during transition and convert gaps into owned work.
• Coordinate ServiceNow vendor support cases for platform defects or product issues, preserving diagnostic evidence and ensuring fixes are validated before closure.

Qualifications

• Five or more years administering and operating enterprise ServiceNow environments, including configuration, platform updates, incidents, integrations, data integrity, and release support.
• ServiceNow Certified System Administrator (CSA).
• Hands-on experience with MID Servers, IntegrationHub/integration troubleshooting, SSO/identity, service accounts, logs/events, and cloud/on-premise connectivity.
• Experience with incident/problem/change/release practices, automated testing, ServiceNow support cases, platform performance monitoring, and operational documentation.
• Experience executing platform access/security controls and supporting ATO/security evidence in a controlled enterprise environment.
• Ability to lead operations, make time-sensitive restoration decisions, and coordinate clean handoffs across an extended service window.
• U.S. citizenship and ability to satisfy High Risk IT background-investigation and sensitive-information requirements.

Requirements

• Federal consulting or financial-regulatory experience.
• ServiceNow IntegrationHub, ATF, Performance Analytics, or related credentials.
• Experience with CyberArk or equivalent privileged/service-account management, Health Scan remediation, and multi-vendor platform operations.

Benefits

• Your health comes first – we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team.
• Invest in your future – 401(k) Plan – Immediately vested employer contributions; no matching required.
• Work hard, play hard – we offer a generous Paid Time Off (PTO) policy, one (1) additional day of paid wellness leave per calendar year, and observe ten (10) federal holidays.
• Pawsitively pawesome – Pet Insurance (because our little critters are part of our families, too!).
• Invest in your education – Tuition reimbursement, internal training programs, & company-sponsored industry certifications!
• Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019, 2021, 2022, 2023, & 2024!
• Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more!