ServiceNow Administrator

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS218, T2, Band 5

Job-Specific Essential Duties and Responsibilities:

- Serve as ServiceNow Subject Matter Expert and Technical Team Lead for IT Service Management (ITSM) and IT Operations Management (ITOM) capabilities supporting the agency.

- Lead backlog prioritization, design, and delivery of approved ServiceNow enhancements and workflows focused on automation, standardization, and transparency of IT operations.

- Manage and coordinate operations and maintenance (O&M) activities for ServiceNow, ensuring platform availability, performance, and compliance with agency service management objectives.

- Oversee enterprise monitoring and alerting functions, including alignment with ITSM Monitoring Services and integration with incident and problem management workflows.

- Provide technical leadership and oversight, supporting continuous monitoring, incident response, mailbox provisioning, break-fix support, and rapid service restoration.

- Support 24x7x365 operational coverage for email and messaging services through coordination of a monitoring and operations team, ensuring SLA adherence and service continuity.

- Collaborate with client stakeholders, operations teams, and cybersecurity partners during critical incidents, leveraging ServiceNow for incident tracking, reporting, and post-incident analysis.

Job-Specific Minimum Requirements:

- Bachelor's degree in Computer Science, Information Systems, Engineering, or related technical field (or equivalent experience).

- 4+ years of progressive IT experience, including senior-level support of enterprise ITSM platforms.

- ServiceNow ITSM expertise supporting enterprise Incident, Problem, Change, Request, and Knowledge Management processes in a federal or large-scale enterprise environment.

- ServiceNow ITOM and monitoring integration experience, including event management, alerting, and operational visibility supporting proactive incident detection and resolution.

- Operations & Maintenance (O&M) leadership experience for mission-critical IT services, including backlog prioritization, enhancement delivery, and platform sustainment.

- Critical Incident Management experience supporting 24x7x365 operations, including incident coordination, escalation, reporting, and post-incident analysis using ServiceNow or equivalent ITSM tools.

- Experience supporting monitoring teams or NOC-style operations, ensuring SLA adherence, operational reporting, and coordination across technical teams.

- Ability to work within federal IT governance frameworks, including adherence to agency service management, security, change management, and compliance requirements.

Preferred Skills and Qualifications:

- ServiceNow ITOM (Event Management, Discovery, Service Mapping) experience.

- Strong leadership, stakeholder engagement, and technical documentation skills.

- Prior federal IT O&M program experience.

- ServiceNow Certified Syste...