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Tier 0 ServiceNow Administrator / Self-Service Specialist (Senior)

5 hours, 52 minutes ago
United States
Full-time
Senior
Systems Administrator
DevOps and Infrastructure
Agile
Apply Now
CWS

CWS

CWS Computer World Services Corp. is a leading IT service provider specializing in digital transformation and high-end IT services for the federal market, offering innovative solutions and quality services to government clients worldwide.

IT Services
201-500
Founded 1990
View All Jobs 20

Description

  • Administer and maintain the ServiceNow self-service portal and Tier 0 capabilities.
  • Maintain service catalog items, record producers, forms, variables, categories, and fulfillment information.
  • Configure ticket routing, assignment logic, notifications, escalation workflows, and approved automations.
  • Create, publish, review, and retire customer-facing knowledge articles, troubleshooting guides, FAQs, decision trees, and guided-resolution content.
  • Review knowledge content for accuracy, accessibility, security, approvals, metadata, ownership, and review dates.
  • Analyze service data, search behavior, knowledge gaps, misrouted tickets, and incomplete submissions to improve forms, rules, and self-service content.
  • Build dashboards and reports on self-service adoption, knowledge use, ticket deflection, routing accuracy, reassignment, and abandonment.
  • Identify high-volume, low-complexity requests for automation and document requirements and acceptance criteria.
  • Test and document configuration changes, coordinate user acceptance testing, support releases, and validate functionality after upgrades and patches.
  • Collaborate with Service Desk, ITSM process owners, technical teams, and Government stakeholders; report Tier 0 metrics and train content owners and service-desk personnel.

Requirements

  • Bachelor’s degree in Information Technology, Information Systems, or a related field.
  • At least 6 years of relevant experience in ServiceNow administration, IT service management, service-desk operations, self-service delivery, or knowledge management.
  • Current ServiceNow Certified System Administrator (CSA) certification.
  • Active Secret clearance or higher.
  • Hands-on experience configuring ServiceNow portals, catalogs, knowledge, routing rules, workflows, or dashboards, including testing and documenting changes.
  • Experience translating recurring issues into reusable guidance or automated resolutions and gathering stakeholder requirements.
  • Ability to write clear customer-facing instructions and knowledge articles, with strong analytical and communication skills.
  • Experience supporting federal or DoD ServiceNow environments and Tier 0 or shift-left initiatives (preferred).
  • Experience with ServiceNow Knowledge Management, Service Catalog, Employee Center, Flow Designer, business rules, assignment rules, virtual-agent content, decision trees, or automated fulfillment workflows (preferred).
  • Experience with Knowledge-Centered Service, Section 508 accessibility, Agile or controlled-release practices, training delivery, ITIL 4 Foundation, or ServiceNow advanced certifications (preferred).

Benefits

  • Remote work arrangement.
  • Reasonable accommodations for qualified individuals with disabilities during the application process and employment.

Interested in this position?

Apply directly on the company website

Apply Now

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