ServiceNow System Administrator

Our Digital Modernization and Experience Group is growing, and we are looking for a talented, highly motivated ServiceNow System Administrator to join our ICF’s Digital Modernization Division.  You will be responsible for helping government clients plan, manage and execute their most complex digital transformation programs.  We are looking for a ServiceNow System Administrator who will be responsible for helping clients defining define their overall implementation goals and implementing technology solutions.

As a ServiceNow System Administrator you play a pivotal role in successfully leading the technical implementation of the ServiceNow solutions for our clients. In this role, you will lead key collaborative client discussions to understand current and desired business processes and identity success criteria. Your technical expertise and leadership, attention to detail, and commitment to excellence will contribute significantly to the success of our projects and the satisfaction of our clients.

Your responsibilities include:

• End-user Support: Provide assistance to users in accessing and using ServiceNow. Perform account management, e.g. establishing, activating, modifying, disabling, and removing accounts. Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network devices, mobile devices, etc
• Solution Discovery & Design: Work closely with Solutions Architects and Business Analysts to understand and document the business outcomes and functional requirements and lead the design of complex, effective ServiceNow solutions that align to those needs.
• Technical Implementation: Collaborate with cross-functional teams and lead the implementation of ServiceNow solutions that align with the designed requirements and ensure solutions meet industry best practices. Develop and maintain advanced scripts, business rules, and client scripts.
• Data Migration: Support data migration design and activities from legacy systems to ServiceNow, ensuring data accuracy and consistency during the transition. Validate that data is migrated to the most beneficial ServiceNow data structures, leveraging out-of-the-box data schemas before designing custom tables and fields.
• Integration Management: Assist architects in the design and integration of ServiceNow with other systems and applications to create seamless end-to-end processes.
• System Optimization: Collaborate with solutions architects to analyze platform performance, design optimization strategies, and implement performance and security improvement configurations, contributing to the overall stability, efficiency, and security of ServiceNow solutions.
• Technical Documentation: Validate the completeness of the team’s documentation of configurations, customizations, data schemas, and other technical decisions.
• Testing and Quality Assurance: Conduct thorough testing of ServiceNow configurations to validate functionality, data integrity, and user experience. Address any issues and perform necessary adjustments to ensure the solution meets the desired outcomes.
• User Training: Support end-user training to ensure a smooth adoption of the implemented solution.
• Change Management: Support change management efforts by assisting senior developers, architects, and users during the transition period, addressing inquiries, and resolving issues promptly.
• Incident and Problem Resolution: Troubleshoot and resolve technical issues related to ServiceNow implementations. Collaborate with support teams to provide timely resolution to incidents and problems.
• Best Practices: Contribute to the development of ICF’s best practices and standards. Adhere to security and implementation best practices and ensure that implemented solutions meet relevant compliance requirements.
• Continuous Learning: Stay updated on the latest ServiceNow features, enhancements, and best practices to enhance the quality of implementations and maintain expertise in the platform. Continue certification and training process to meet Practice standards and growth areas and contribute to the continued success of the team.
• Mentorship: Provide technical guidance to Associate ServiceNow Developers and ServiceNow Developers. Support the growth of other Practice members to meet the needs of their role, the business, and future growth opportunities. Share solutions and lessons learned with the Practice.
• Collaboration and Communication: Work closely with project managers, other implementation specialists, and stakeholders to ensure seamless project coordination and effective, regular communication, including risks, issues, successes, and overall project status. support for the escalation and communication of status to agency management and internal customers
• Corporate Growth: Support the development of client roadmaps