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

Key Tasks & Responsibilities

• Administer and maintain the ServiceNow self-service portal or employee-facing experience and Tier 0 capabilities.
• Maintain service-catalog items, record producers, forms, variables, categories, and fulfillment information.
• Configure ticket-routing rules, assignment logic, notifications, and escalation workflows so self-service submissions are correctly categorized, prioritized, and routed.
• Maintain approved workflows and automations for common requests, coordinating with ServiceNow developers when custom development or integration is required.
• Convert technical procedures and SME input into clear customer guidance; create, publish, and retire knowledge articles; and maintain ownership, review dates, metadata, and approvals.
• Review content for accuracy, accessibility, and security, ensuring no sensitive system, security, or personal information is exposed.
• Monitor knowledge gaps and search behavior, and develop troubleshooting guides, FAQs, decision trees, and guided-resolution content.
• Configure dashboards and reports tracking self-service adoption, knowledge use, deflection, routing accuracy, reassignment, and abandonment.
• Analyze misrouted or incomplete submissions and improve associated forms and rules; identify high-volume, low-complexity requests suitable for automation and document requirements and acceptance criteria.
• Configure approved changes, develop and execute test cases, coordinate user acceptance testing, support controlled releases, and validate functionality after upgrades and patches.
• Coordinate with the Service Desk Lead and ITSM process owners, and convert approved known errors into searchable self-service guidance.
• Maintain configuration documentation and procedures, report Tier 0 metrics for Monthly Status Reports, and train content owners and service-desk personnel.

Education & Experience

Required:

• Bachelor’s degree in Information Technology, Information Systems, or a related field.
• Minimum of six (6) years of relevant experience in ServiceNow administration, IT service management, service-desk operations, self-service delivery, or knowledge management.
• Hands-on experience configuring ServiceNow portals, catalogs, knowledge, routing rules, workflows, or dashboards, and testing and documenting configuration changes.
• Experience translating recurring issues into reusable guidance or automated resolutions and gathering requirements from technical teams and stakeholders.
• Ability to write clear customer-facing instructions and knowledge articles, and strong analytical and communication skills.

Preferred:

• Experience supporting federal or DoD ServiceNow environments and Tier 0 or shift-left initiatives.
• Experience with ServiceNow Knowledge Management, Service Catalog, Employee Center, Flow Designer, business rules, and assignment rules.
• Experience developing virtual-agent content, decision trees, or automated fulfillment workflows.
• Experience with Knowledge-Centered Service, Section 508 accessibility, and Agile or controlled-release practices.
• Experience creating training materials and delivering demonstrations.

Certifications

• Required: Current ServiceNow Certified System Administrator (CSA) certification.
• Preferred: ITIL 4 Foundation; ServiceNow Certified Application Developer or implementation-specialist certification.

Security Clearance

• Active Secret clearance or higher is required.

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

Work Environment / Travel:

• Remote position; Chicago, IL–area candidates preferred.

Administrative Notes:

Period of Performance: March 1, 2027 – February 28, 2033

Contract Start Date: March 1, 2027

Note: By applying to this position, the candidate acknowledges and consents to having their resume included in an active competitive Government contract bid.