Note: The job is a remote job and is open to candidates in USA. NetImpact Strategies is hiring a ServiceNow System Administrator / Platform Operations Lead to operate an enterprise ServiceNow platform supporting a federal agency. The role leads platform administration, service restoration, release operations, integrations, platform health, and security-control evidence.
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
Skills
- 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
- U.S. citizenship
- Ability to satisfy High Risk IT background-investigation and sensitive-information requirements
- 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
- 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
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
- A 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
- A dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019, 2021, 2022, 2023, & 2024
- Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more
- Remote work (US-Remote)
Company Overview