ServiceNow Administrator

Founded in 2003, IT Concepts’ core values – customer-centricity, teamwork, driven to deliver, innovation, and integrity – ensure we work together to be the best, realize objectives, and make a positive impact in our communities. We intentionally created and sustain our ITC culture that embraces change, experimentation, continuous learning, and improvement. We bring our design thinking problem-solving approach that challenges assumptions, prioritizes curiosity, and invites complexity to deliver innovative, efficient, and practical solutions. As we continue to grow in the support of our government customers, we are looking for driven and innovative individuals to join our team.

IT Concepts is seeking a mid- to Senior-Level ServiceNow Administrator to join our team and support our Federal client, the Social Security Administration (SSA).

The ServiceNow Administrator will be responsible for managing the ServiceNow platform, with a focus on collecting software enhancement requirements, implementing and configuring the ServiceNow Enterprise platform, and providing day-to-day monitoring and user support within the CAPRS environment. The ideal candidate will have a strong understanding of IT Service Management (ITSM) processes and will be able to collaborate with stakeholders to deliver enhancements that improve platform functionality and efficiency.

The position can be based at any of the four locations: Woodlawn, MD, Frederick, MD, Durham, NC, or Lakewood, CO. The qualified candidate should have strong analytical, problem-solving, and communication skills with sharp attention to detail.

Responsibilities:

Requirement Gathering:

• Work with stakeholders to collect and document software enhancement requirements for the ServiceNow platform.
• Analyze current processes and recommend improvements to optimize ServiceNow functionality and user experience.

Platform Implementation & Configuration:

• Implement and configure ServiceNow Enterprise modules such as Incident, Problem, Change, Service Catalog, and Knowledge Management.
• Customize workflows, forms, and interfaces using ServiceNow’s configuration tools (Flow Designer, Workflow Editor).
• Configure dashboards and reports for real-time monitoring and performance tracking.

Monitoring & Support:

• Provide day-to-day monitoring of the ServiceNow platform, ensuring stability and optimal performance within the CAPRS environment.
• Troubleshoot and resolve ServiceNow issues and bugs.
• Assist users with platform navigation, functionality, and other support tasks as required.

Automation & Enhancements:

• Identify opportunities for automation within the ServiceNow platform to streamline processes, ticket routing, and assignment.
• Configure automated workflows and scripts to enhance the functionality of the platform.

User Training & Documentation:

• Provide training to end-users and technical staff on new features and enhancements.
• Maintain comprehensive documentation for platform configurations, workflows, and processes

Location: Hybrid- able to work on-site at any of the four locations: Woodlawn, MD, Frederick, MD, Durham, NC, or Lakewood, Colorado.

Salary Range: $80,000 - $100,000 (Depending on location)

Requirements

• Bachelor’s degree in computer science, Information Systems, or a related field (or equivalent experience).

• 5+ years of experience in ServiceNow administration, including implementation, configuration, and support.

Technical Skills:

• Proficient in ServiceNow administration and implementation across various ITSM modules.
• Experience with ServiceNow scripting (JavaScript, Glide API, Business Rules, UI Policies, etc.).
• Familiarity with integrations using REST/SOAP APIs within the ServiceNow platform.
• Hands-on experience with platform monitoring, troubleshooting, and system upgrades.
• ServiceNow Certified System Administrator
• ITIL Foundation certification

Preferred Skills:

• Additional ServiceNow certifications (e.g., ITSM Implementation Specialist) are a plus
• Prior SSA experience is a plus.
• Knowledge of IT Asset Management (ITAM) and Configuration Management Database (CMDB) modules.
• Familiarity with ServiceNow Discovery and Service Mapping modules.
• Strong analytical, problem-solving, and organizational skills.
• Excellent communication skills with the ability to interact with both technical and non-This detailed job posting focuses on the specific tasks and competencies required for the role, tailored to a candidate who can drive enhancements, assist in configuration, and provide testing and user support.

Clearance Requirements:

• Must be a Citizen or Permanent Residence of US.
• Must be willing and able to get a Public Trust Clearance.

Benefits

The Company

We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let’s solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015) and two CMMI ML 3 ratings (DEV and SVC).

Industry Recognition

Growth | Inc 5000’s Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C.

Culture | Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner – Mid-Size Companies, Companies Owned by People of Color; Department of Labor’s HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award

Benefits

We offer great benefits – Competitive Paid Time Off, Medical, Dental and Vision Insurance, Identity Theft Protection, Legal Resources Coverage, 401(k) with company matching with NO vesting period.  ITC Health benefits have a $0 premium for certain plans for eligible employees.

We invest in our employees – Every employee is eligible for education reimbursement for certifications, degrees, or professional development.  Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.

We work hard, we play hard. ITC is committed to incorporating fun into every day. We dedicate funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.

AAEO & VEVRAA

ITC is an Affirmative Action/Equal Opportunity employer and a VEVRAA (Vietnam Era Veterans' Readjustment Assistance Act) Federal Contractor. As such, any personnel decisions (hire, promotion, job status, etc.) on applicants and/or employees are based on merit, qualifications, competence, and business needs, not on race, color, citizenship status, national origin, ancestry, sexual orientation, gender identity, age, religion, creed, physical or mental disability, pregnancy, childbirth or related medical condition, genetic information of the employee or family member of the employee, marital status, veteran status, political affiliation, or any other factor protected by federal, state or local law.

ITC maintains a strong commitment to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.

As a part of our VEVRAA compliance efforts, ITC has established an affirmative action plan that outlines our commitment to the recruitment, hiring, and advancement of protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.

We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary, and it will not impact your eligibility for employment.

Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness.

How to Apply

To apply to IT Concept Positions- Please click on the: “Apply for this Job” button at the bottom of this Job Description or the button at the top: “Application.”  Please upload your resume and complete all the application steps. You must submit the application for IT Concepts to consider you for a position.  If you need alternative application methods, please email careers@useitc.com and request assistance.  

Accommodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email careers@useitc.com.  

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