Note: The job is a remote job and is open to candidates in USA. NetImpact Strategies is hiring a Senior Operations System Administrator to support ServiceNow platform operations for a federal agency. The role focuses on infrastructure troubleshooting and maintenance across MID Servers and supporting systems, security controls, recovery, and service restoration.
Responsibilities
- Provide early or late-window operational ownership for ServiceNow platform-support infrastructure, with emphasis on MID Servers, supporting VMs/operating systems, connectivity, queues, maintenance, and continuity
- Perform deep troubleshooting, preventative/corrective maintenance, performance monitoring, configuration management, and restoration across ServiceNow operational dependencies
- Investigate MID Server availability, ECC queue conditions, authentication/connectivity failures, certificate/credential issues, resource capacity, and infrastructure anomalies; coordinate with platform, network, cloud, identity, and security teams
- Execute and document planned maintenance, patching, restart/recovery, backup/restore, continuity, and disaster-recovery activities in accordance with approved change and security processes
- Provide Tier 2/Tier 3 support for incidents, problems, catalog tasks, and platform requests; maintain accurate ServiceNow records, SLA evidence, restoration notes, and handoffs
- Implement and monitor infrastructure and platform security controls, log/audit requirements, privileged/service-account dependencies, and operational evidence; escalate suspicious activity immediately
- Support new integrations and platform changes by validating runtime prerequisites, certificates, network paths, service accounts, MID selection/capacity, and production readiness
- Coordinate ServiceNow and infrastructure vendor support cases and preserve diagnostic evidence needed for root cause and problem management
- Maintain operations procedures, queue-management instructions, recovery steps, environment baselines, asset/dependency information, and transition documentation
- Provide structured handoff to/from the early operations team so unresolved incidents, changes, security actions, and integration conditions retain clear ownership across the service window
Skills
- Five or more years providing operational support to enterprise ServiceNow implementations, including complex troubleshooting and production support
- Strong experience with ServiceNow MID Servers plus Windows/Linux system administration, VM operations, networking/connectivity fundamentals, certificates, authentication, queues, and service accounts
- Experience with configuration/change management, preventive maintenance, security controls, backups/recovery, incident/problem management, and off-hours production support
- Experience coordinating ServiceNow Support cases and cross-team troubleshooting in a shared enterprise environment
- CSA Required (Certified ServiceNow Administrator)
- U.S. citizenship and ability to satisfy High Risk IT background-investigation and sensitive-information requirements
- CSA strongly preferred or required where mandated by the applicable labor category
- Federal consulting or financial-regulatory experience
- Experience with CyberArk or equivalent privileged-account management, Splunk or similar monitoring, and ServiceNow Discovery/ITOM
- Experience supporting continuity exercises and production releases in multi-vendor environments
Benefits
- Comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team
- 401(k) Plan – Immediately vested employer contributions; no matching required
- Generous Paid Time Off (PTO) policy
- One (1) additional day of paid wellness leave per calendar year
- Ten (10) federal holidays
- Pet Insurance
- Tuition reimbursement
- Internal training programs
- Company-sponsored industry certifications
- Dynamic and collaborative work environment
- Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more
- Remote work arrangement
Company Overview