[Hiring] ServiceNow Operations System Administrator @NetImpact Strategies

Role Description

NetImpact Strategies is seeking a Senior Operations System Administrator to provide infrastructure-oriented ServiceNow platform operations for a Federal Agency. This role anchors early and late-window operations and provides deep troubleshooting across MID Servers, supporting VMs/operating systems, queues, connectivity, maintenance, security controls, recovery, and service restoration while working closely with the ServiceNow System Administrator and implementation team.

Work schedule:

• Monday-Friday, representative early shift of approximately 6:00am-2:30am and late shift of approximately 1:30 p.m.-10:00 p.m. Eastern
• Planned after-hours maintenance, continuity testing, upgrades, and rotating on-call support as required

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

Qualifications

• Five or more years providing operational support to enterprise ServiceNow implementations, including complex troubleshooting and production support
• Strong experience with ServiceNow MID Servers plus Windows/Linux system administration, VM operations, networking/connectivity fundamentals, certificates, authentication, queues, and service accounts
• Experience with configuration/change management, preventive maintenance, security controls, backups/recovery, incident/problem management, and off-hours production support
• Multiple ServiceNow certifications relevant to the supported environment; CSA strongly preferred or required where mandated by the applicable labor category
• Experience coordinating ServiceNow Support cases and cross-team troubleshooting in a shared enterprise environment
• Ability to work the assigned coverage window and participate in planned after-hours/on-call events
• U.S. citizenship and ability to satisfy High Risk IT background-investigation and sensitive-information requirements

Requirements

• Provide early or late-window operational ownership for ServiceNow platform-support infrastructure, with emphasis on MID Servers, supporting VMs/operating systems, connectivity, queues, maintenance, and continuity
• Perform deep troubleshooting, preventative/corrective maintenance, performance monitoring, configuration management, and restoration across ServiceNow operational dependencies
• Investigate MID Server availability, ECC queue conditions, authentication/connectivity failures, certificate/credential issues, resource capacity, and infrastructure anomalies; coordinate with platform, network, cloud, identity, and security teams
• Execute and document planned maintenance, patching, restart/recovery, backup/restore, continuity, and disaster-recovery activities in accordance with approved change and security processes
• Provide Tier 2/Tier 3 support for incidents, problems, catalog tasks, and platform requests; maintain accurate ServiceNow records, SLA evidence, restoration notes, and handoffs
• Implement and monitor infrastructure and platform security controls, log/audit requirements, privileged/service-account dependencies, and operational evidence; escalate suspicious activity immediately
• Support new integrations and platform changes by validating runtime prerequisites, certificates, network paths, service accounts, MID selection/capacity, and production readiness
• Coordinate ServiceNow and infrastructure vendor support cases and preserve diagnostic evidence needed for root cause and problem management
• Maintain operations procedures, queue-management instructions, recovery steps, environment baselines, asset/dependency information, and transition documentation
• Provide structured handoff to/from the early operations team so unresolved incidents, changes, security actions, and integration conditions retain clear ownership across the service window

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!