ServiceNow Administrator

This position may be filled prior to the posted deadline. Interested candidates are encouraged to apply as soon as possible. Koniag Services Inc., a Koniag Government Services company, is seeking a skilled and experienced Service. Now Administrator to support the configuration, administration, and ongoing maintenance of the Service.

Now platform for our IT Call Center serving government clients. The ideal candidate is a technically proficient and detail-oriented professional with solid hands-on experience administering the Service. Now platform, a strong foundational understanding of IT service management principles, and a demonstrated ability to support and maintain Service.

Now environments that enable efficient and effective IT Call Center operations. They bring strong communication skills, a proactive approach to platform maintenance and issue resolution, and a commitment to delivering reliable and optimized Service. Now platform services in a remote work environment. Ability to obtain a government security clearance may be required to support Koniag Services Inc.

and our government customers. This position is Remote.

Benefits

include medical, dental, and vision insurance, 401(k) retirement plan, paid time off, paid parental leave, life and disability insurance, flexible spending accounts, commuter benefits, and tuition reimbursement. Position Description: The Service. Now Administrator will be responsible for the day-to-day administration, configuration, and maintenance of the Service.

Now platform supporting IT Call Center operations. This individual will work closely with the Service. Now Administrator/Developer, Call Center Operations Manager, program leadership, and end users to ensure the Service. Now environment is consistently stable, secure, and optimized to support call center service delivery requirements.

Principal responsibilities will include but are not limited to: Perform day-to-day administration of the Service. Now platform, including user and group management, role assignments, access control list (ACL) maintenance, and system configuration in support of IT Call Center operational requirements and security protocols.

Monitor the health, stability, and performance of the Service. Now platform on an ongoing basis, proactively identifying and resolving platform issues, configuration errors, and performance degradations to minimize operational impact. Support the configuration and maintenance of Service. Now modules relevant to IT Call Center operations including Incident Management, Request Management, Problem Management, Knowledge Management, and Service Catalog, ensuring all modules are accurately configured and functioning as intended.

Assist in the development and maintenance of Service. Now workflows, flow designer automations, and notification rules that support call center ticketing, routing, escalation, and resolution processes under the direction of the Service. Now Administrator/Developer. Manage Service. Now platform updates, patches, and scheduled maintenance activities, coordinating with program leadership and stakeholders to minimize operational disruption during maintenance windows.

Maintain and update Service. Now reporting configurations, dashboards, and performance analytics products that support call center performance monitoring and SLA compliance tracking. Provide Tier 2 platform support to call center staff and end users, troubleshooting and resolving Service. Now access issues, configuration problems, and platform-related incidents in a timely and effective manner.

Manage and process Service. Now access requests, ensuring all user provisioning, deprovisioning, and role modification activities are completed accurately and in compliance with applicable security policies and access management procedures. Assist in the development and maintenance of Service. Now knowledge base articles, user guides, and platform training materials, supporting the onboarding of new call center staff on Service.

Now platform features and workflows. Maintain accurate and up-to-date platform administration documentation including configuration records, change logs, access management records, and maintenance schedules. Coordinate with the Service. Now Administrator/Developer on platform development, enhancement, and testing activities, providing administrative support and conducting user acceptance testing (UAT) as directed.

Ensure all Service. Now platform administration activities comply with applicable federal security requirements, agency policies, and contractual obligations, escalating compliance concerns to program leadership as appropriate. Support the import, export, and management of Service. Now data, including data imports, update set management, and configuration migration activities between development, test, and production environments.

Participate in platform review meetings, operational briefings, and cross-functional team sessions, providing platform status updates and contributing administrative insights as directed by program leadership. Stay current on Service. Now platform updates, new features, and administrative best practices, proactively identifying opportunities to leverage platform capabilities to enhance call center operational efficiency.

Education and Experience

Required: Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field from an accredited college or university. Relevant experience may be considered in lieu of a degree. 2+ years of hands-on experience administering the Service. Now platform in a structured IT service delivery environment.

Demonstrated experience performing Service. Now user management, access control configuration, module administration, and platform maintenance activities. Service. Now Certified System Administrator (CSA) certification or demonstrated progress toward obtaining certification within 6 months of hire. Preferred : Prior experience supporting Service.

Now administration within a federal government contracting environment. Experience supporting Service. Now administration for an IT call center, service desk, or IT managed services program. Experience working in a fully remote IT service delivery environment.

Required Skills

Strong communication skills in English – both written and oral – with the ability to communicate platform status updates, technical issues, and administrative procedures clearly and professionally to both technical and non-technical audiences in a remote work environment. Demonstrated hands-on proficiency in Service. Now platform administration, including user and group management, role assignments, access control list (ACL) configuration, and system administration activities.

Working knowledge of Service. Now module configuration and maintenance, including Incident Management, Request Management, Problem Management, Knowledge Management, and Service Catalog. Familiarity with Service. Now workflows, flow designer, and notification configuration to support call center ticketing and escalation processes.

Proficiency in Service. Now reporting and dashboard configuration for SLA monitoring and call center performance visibility. Strong understanding of IT service management principles and ITIL frameworks, including incident management, problem management, change management, and service request fulfillment. Demonstrated ability to troubleshoot and resolve Service.

Now platform issues, access problems, and configuration errors independently and in a timely manner. Experience managing Service. Now update sets, data imports, and configuration migrations between platform environments. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and remote collaboration tools such as Microsoft Teams and SharePoint for documentation, communication, and coordination purposes.

Demonstrated ability to manage multiple administrative priorities simultaneously, maintain accurate documentation, and meet deadlines in a remote, fast-paced operational environment. Ability to obtain and maintain a government security clearance as required. Desired Skills and Competencies: Active government security clearance (Secret or higher).

Service. Now Certified System Administrator (CSA) certification. Service. Now Certified Application Developer (CAD) certification or demonstrated foundational Service. Now development skills including JavaScript and Glide API. ITIL Foundation certification or higher (ITIL Intermediate or ITIL 4 Managing Professional).

Familiarity with Service. Now Integration Hub, REST/SOAP API configurations, and MID Server administration for platform integration support. Familiarity with Service. Now IT Operations Management (ITOM) or IT Asset Management (ITAM) modules. Experience supporting Service. Now platform upgrades, patch management, and release management activities in a structured IT service delivery environment.

Familiarity with federal IT security frameworks and compliance requirements such as NIST, FedRAMP, or FISMA as they relate to platform administration and access management. Basic familiarity with HTML, CSS, or JavaScript as they relate to Service. Now portal configuration and basic platform customization. Experience with Agile or DevOps methodologies as applied to Service.

Now platform administration and release coordination activities. Experience supporting Service. Now Virtual Agent configuration or AI-driven platform features in a call center or service desk environment. Knowledge of Service. Now Performance Analytics and advanced reporting capabilities for operational performance monitoring and SLA compliance tracking.

Our Equal Employment Opportunity Policy: The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law.

We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment. The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.

com or by calling 703-488-9377 to request accommodations. Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies.

As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery.

We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com .