[Hiring] Tier 0 ServiceNow Administrator / Self-Service Specialist @DecisionPoint | Cortek

Role Description

DecisionPoint seeks a Tier 0 ServiceNow Administrator / Self-Service Specialist to manage and improve self-service capabilities supporting the USMEPCOM ENLIST program. This position administers the ServiceNow self-service experience, service catalog, knowledge content, ticket-routing rules, approved workflows, dashboards, and automation used to help customers resolve common issues or submit accurate service requests.

The Tier 0 ServiceNow Administrator / Self-Service Specialist works with the Service Desk, ITSM process owners, technical support teams, and Government stakeholders to convert recurring incidents and requests into reusable knowledge, guided self-service experiences, and approved automated resolutions. The position uses service data and customer behavior to identify opportunities to reduce avoidable tickets, improve routing accuracy, accelerate resolution, and strengthen the overall customer experience.

This role requires a combination of ServiceNow platform administration, service-desk knowledge, workflow analysis, technical writing, and continual improvement. The successful candidate will ensure that self-service capabilities are accurate, accessible, supportable, and aligned with Government-approved processes. This position is remote, with Chicago-area candidates preferred.

Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

Duties & Responsibilities

• Administer and maintain approved ServiceNow Tier 0 and customer self-service capabilities.
• Configure and maintain the ServiceNow self-service portal or employee-facing service experience.
• Maintain service-catalog items, record producers, request forms, variables, categories, descriptions, and fulfillment information.
• Configure and maintain approved ticket-routing rules, assignment logic, notifications, and escalation workflows.
• Ensure incidents and requests submitted through self-service channels are correctly categorized, prioritized, assigned, and routed.
• Maintain approved workflows and automations supporting common service requests and recurring technical issues.
• Coordinate with ServiceNow developers or platform engineers when a requested enhancement requires custom development, integration, or advanced scripting.
• Work with technical support teams to identify recurring incidents that can be addressed through knowledge articles, guided troubleshooting, automation, or improved service-catalog content.
• Convert technical procedures and subject-matter expert input into clear, reusable customer guidance.
• Create, revise, publish, and retire knowledge articles in accordance with approved knowledge-management processes.
• Maintain article ownership, review dates, version history, approvals, metadata, categories, keywords, and related content.
• Review knowledge articles for accuracy, readability, consistency, security, accessibility, and customer usefulness.
• Ensure self-service content does not expose sensitive system, security, operational, or personally identifiable information.
• Monitor knowledge gaps and recommend new content based on incident trends, customer searches, unsuccessful searches, repeated requests, and technician feedback.
• Link relevant knowledge articles and self-service guidance to incidents, requests, catalog items, and automated responses.
• Develop reusable troubleshooting guides, frequently asked questions, decision trees, job aids, and guided-resolution content.
• Configure and maintain ServiceNow dashboards and reports supporting Tier 0 and self-service performance.
• Track self-service adoption, knowledge use, ticket deflection, search effectiveness, routing accuracy, request completion, abandonment, reassignment, and resolution trends.
• Analyze tickets that were incorrectly routed or submitted with incomplete information and improve the associated forms, instructions, or assignment rules.
• Identify high-volume, repetitive, and low-complexity requests that may be suitable for approved automation.
• Document proposed workflow and automation changes, including business requirements, expected outcomes, dependencies, risks, and acceptance criteria.
• Configure approved changes within authorized ServiceNow environments and established access boundaries.
• Develop and execute test cases for catalog items, forms, routing rules, workflows, notifications, dashboards, and self-service functionality.
• Coordinate user acceptance testing with technical teams, service owners, process owners, and Government stakeholders.
• Document test results, defects, corrective actions, approvals, release notes, and implementation outcomes.
• Support the controlled release of approved self-service and workflow enhancements.
• Validate functionality following releases, upgrades, patches, configuration changes, and platform maintenance.
• Troubleshoot ServiceNow issues affecting knowledge, catalog items, customer submissions, workflows, routing, dashboards, and notifications.
• Maintain configuration documentation, administration procedures, workflow diagrams, data definitions, and operating guides.
• Follow established change-management, release-management, configuration-management, security, and quality-assurance processes.
• Coordinate with the Service Desk Lead to ensure Tier 0 capabilities align with current operational procedures and escalation paths.
• Coordinate with incident, request, problem, knowledge, service-level, change, and continual-improvement process owners.
• Support problem-management activities by converting approved known errors and workarounds into searchable self-service guidance.
• Gather feedback from users and service-desk personnel regarding the clarity and effectiveness of self-service content.
• Recommend improvements to ServiceNow usability, search, navigation, forms, catalog structure, workflows, dashboards, and knowledge presentation.
• Develop Tier 0 and self-service metrics for operational reports, Monthly Status Reports, and program reviews.
• Provide training, demonstrations, and administrative guidance to content owners, service-desk personnel, and other authorized users.

Qualifications

• Active Secret clearance or higher.
• Bachelor’s degree in information technology, information systems, or a related field.
• Minimum of six years of relevant experience in ServiceNow administration, IT service management, service-desk operations, self-service delivery, knowledge management, or a related technical environment.
• Current ServiceNow Certified System Administrator certification.
• Hands-on experience administering or configuring ServiceNow capabilities.
• Experience maintaining self-service portals, service catalogs, knowledge articles, ticket-routing rules, approved workflows, or operational dashboards.
• Experience translating recurring technical issues into reusable guidance, standardized service requests, or automated resolutions.
• Experience gathering requirements and coordinating with technical teams, process owners, and operational stakeholders.
• Experience testing and documenting ServiceNow configurations or workflow changes.
• Ability to create clear customer-facing instructions, knowledge articles, technical documentation, and administrative procedures.
• Strong analytical, organizational, communication, and problem-solving skills.

Preferred Qualifications

• ITIL v4 Foundation certification.
• Additional ServiceNow certifications, such as Certified Application Developer or an implementation-specialist certification.
• Experience supporting federal or Department of Defense ServiceNow environments.
• Experience supporting Tier 0 or shift-left service-management initiatives.
• Experience administering ServiceNow Knowledge Management, Service Catalog, Incident Management, Request Management, or Employee Center capabilities.
• Experience using ServiceNow Flow Designer, workflow tools, business rules, assignment rules, notifications, reports, and dashboards.
• Experience developing guided troubleshooting, decision trees, virtual-agent content, or automated fulfillment workflows.
• Experience analyzing self-service adoption, ticket-deflection, search-performance, routing, reassignment, and knowledge-use metrics.
• Experience with Knowledge-Centered Service or similar knowledge-management practices.
• Familiarity with Section 508 accessibility requirements and accessible digital-content development.
• Familiarity with Agile, DevSecOps, change-management, testing, and controlled-release practices.
• Experience creating training materials and delivering demonstrations to technical and nontechnical users.

Skills and Competencies

• ServiceNow platform administration and configuration.
• Self-service portal and service-catalog management.
• Knowledge development and lifecycle management.
• Ticket routing, workflow, and automation analysis.
• Dashboard, report, and performance-metric development.
• Technical writing and customer-focused communication.
• Requirements gathering and stakeholder coordination.
• Testing, quality assurance, and release validation.
• Incident, request, problem, and knowledge-management practices.
• Ability to simplify complex technical information for end users.
• Strong attention to detail and configuration discipline.
• Continual improvement and customer-experience focus.