IT Service Management Specialist

ECS is seeking a ServiceNow ITSM (IT Service Management) Specialist to work remotely.

The ideal resource will be responsible for:

• Maintaining the health, performance, and reliability of the ServiceNow platform.
• Configure and customize ServiceNow applications, including workflows, forms, business rules, and reporting capabilities to meet operational requirements.
• Manage user roles, permissions, and access control in alignment with security policies and organizational standards.
• Provide technical support and issue resolution, ensuring minimal disruption to IT services.
• Monitor system logs and performance, proactively identifying and addressing potential issues.
• Coordinate and implement new features, upgrades, and platform enhancements in line with release schedules.
• Maintain thorough documentation of configurations, processes, and procedures for compliance and knowledge sharing.
• Stay up to date with ServiceNow best practices, emerging features, and relevant federal IT standards.
• Offer technical leadership in platform design, integration, and optimization efforts.
• Conduct evaluations of new tools or system changes to assess compatibility, performance, and long-term suitability.

General Description of Benefits

Requirements:

• Bachelor's degree in computer science, information systems, or a related discipline.
• At least 5 years of experience in IT support, system administration, or a related technical field.
• Minimum of 3 years of ServiceNow ITSM experience in a development or consulting role.
• Relevant certifications highly preferred, including:
  
  • ServiceNow Certified System Administrator
  • ServiceNow Certified Application Developer
  • ITIL Foundation Certification
• Demonstrated experience in managing and administering ServiceNow, including platform configuration, upgrades, and technical troubleshooting.
• Hands-on development experience with custom workflows, scripts, portal design, and system integrations within ServiceNow.
• Strong knowledge of ITIL frameworks, and ITSM best practices.
• Proficiency in JavaScript, with working knowledge of SQL, HTML, and CSS.
• Ability to implement and maintain automated processes and workflows.
• Excellent interpersonal skills and the ability to communicate effectively with both technical and non-technical personnel.
• Experience providing user training and technical documentation.
• Skilled in problem-solving and root cause analysis.
• Familiarity with IT security policies, firewalls, and cybersecurity principles in a government context.
• Experience working in an Agile environment with tools such as Microsoft Azure DevOps.
• Prior experience supporting government agencies or contracts.
• Strong organizational and analytical skills; ability to manage multiple tasks and priorities in a dynamic environment.

Req Benefits: