ServiceNow System Administator (Platform Lead)

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.

Required Qualifications and Certifications

• 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.
• S. citizenship and ability to satisfy High Risk IT background-investigation and sensitive-information requirements.

Preferred Qualifications and Certifications

• 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.

At NetImpact Strategies, we post salary ranges in compliance with the specific labor laws and regulations of each county and state, ensuring transparency and fairness in our hiring practices. This approach reflects our commitment to adhering to legal requirements and promoting equitable pay standards across all regions where we operate. The posted salary range for this role is $100,000-120,000. The posted salary range is not an exact indication of the actual compensation offered and is instead a range of what NetImpact, in good faith, could compensate at the lowest and most high end of the salary market. In general, NetImpact may not pay the top of the salary range. Compensations are determined by several mitigating factors including skillset, experience, trainings, location, and other factors including benefits packages.Perks of working at NetImpact Strategies

• 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! 

ABOUT US

NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements. We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. NetImpact’s core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government.

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