ServiceNow Administrator

The ServiceNow Administrator manages and supports the organization’s ServiceNow IT Service Management (ITSM) platform.

This role is responsible for configuring, maintaining, and optimizing ServiceNow to ensure accurate incident, request, change, and knowledge management processes.

The Administrator works closely with the Program Manager, Operations Manager, Quality Control Lead, and Training Lead to align workflows with contract requirements and support continuous improvement.  The Administrator performs light configuration and workflow customization to meet operational needs, without requiring full-scale development.

Key Responsibilities Serve as the primary administrator of the ServiceNow platform for the contract.

Configure and maintain ServiceNow modules, including Incident, Request, Knowledge, Change, Problem, and CMDB.

Create and manage user roles, groups, and access controls to align with organizational security requirements.

Develop and maintain dashboards, performance analytics, and reports for contract metrics, including AQLs, SLAs, and PMR reporting.

Perform basic customizations and light configurations (e.g., adjusting forms, fields, routing rules, and simple workflow automations).

Implement and maintain workflow automations to streamline ticket routing, escalations, and approvals.

Support the Knowledge Management System (KMS) by publishing and maintaining articles and templates.

Perform data integrity checks to ensure accurate ticket documentation and performance reporting.

Work with the QA Lead to identify quality gaps and update system configurations to improve compliance.

Collaborate with the Training Lead to support onboarding and refresher training on ServiceNow functionality.

Coordinate with ITSM teams on platform upgrades, patches, and system enhancements.

Troubleshoot ServiceNow performance issues and escalate vendor-related issues as needed.

Provide system documentation, SOPs, and technical guidance for supervisors and end-users.

Maintain audit readiness by ensuring ServiceNow configurations and reports are fully documented.

Minimum Qualifications Education :

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Equivalent experience may be considered.

Experience :

Certifications :

Skills :

Company Overview Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001 :

A3T offers excellent benefits to enhance the work-life balance, including :