ServiceNow Administrator

Job Overview Maximus TCS (Technology and Consulting Services) internal job profile code TCS218, T2, Band 5 Essential Duties and Responsibilities Serve as ServiceNow Subject Matter Expert and Technical Team Lead for IT Service Management (ITSM) and IT Operations Management (ITOM) capabilities supporting the agency. Lead backlog prioritization, design, and delivery of approved ServiceNow enhancements and workflows focused on automation, standardization, and transparency of IT operations. Manage and coordinate operations and maintenance (O&M) activities for ServiceNow, ensuring platform availability, performance, and compliance with agency service management objectives. Oversee enterprise monitoring and alerting functions, including alignment with ITSM Monitoring Services and integration with incident and problem management workflows. Provide technical leadership and oversight, supporting continuous monitoring, incident response, mailbox provisioning, break‑fix support, and rapid service restoration. Support 24x7x365 operational coverage for email and messaging services through coordination of a monitoring and operations team, ensuring SLA adherence and service continuity. Collaborate with client stakeholders, operations teams, and cybersecurity partners during critical incidents, leveraging ServiceNow for incident tracking, reporting, and post‑incident analysis. Minimum Requirements Ability to obtain and maintain a Public Trust is required. An active Public Trust and/or DHS suitability is preferred. Must be a U.S. Citizen without dual citizenship. Bachelor's degree in Computer Science, Information Systems, Engineering, or related technical field (or equivalent experience). 4+ years of progressive IT experience, including senior‑level support of enterprise ITSM platforms. ServiceNow ITSM expertise supporting enterprise Incident, Problem, Change, Request, and Knowledge Management processes in a federal or large‑scale enterprise environment. ServiceNow ITOM and monitoring integration experience, including event management, alerting, and operational visibility supporting proactive incident detection and resolution. Operations & Maintenance (O&M) leadership experience for mission‑critical IT services, including backlog prioritization, enhancement delivery, and platform sustainment. Critical Incident Management experience supporting 24x7x365 operations, including incident coordination, escalation, reporting, and post‑incident analysis using ServiceNow or equivalent ITSM tools. Experience supporting monitoring teams or NOC‑style operations, ensuring SLA adherence, operational reporting, and coordination across technical teams. Ability to work within federal IT governance frameworks, including adherence to agency service management, security, change management, and compliance requirements. Preferred Skills and Qualifications ServiceNow ITOM (Event Management, Discovery, Service Mapping) experience. Strong leadership, stakeholder engagement, and technical documentation skills. Prior federal IT O&M program experience. ServiceNow Certified System Administrator (CSA). ITIL v4 Foundation (or equivalent ITSM certification). Benefits and Compensation Annual salary ranges from $80,000 to $117,000, commensurate with job duties and relevant experience. Compensation includes short‑ and long‑term incentives, program‑specific awards, and a total compensation package that may also include health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays, and paid time off. Pay transparency: Maximus compensation is based on factors such as job location, education, training, experience, expected quality, required travel, external market, and internal pay alignment. Salary history will not be used in determining compensation. Maximus complies with regulatory minimum wage rates and exempt salary thresholds in all instances. Accommodations: Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or mental or physical impairment. If assistance is required at any stage—accessing job postings, completing assessments, or participating in interviews—contact People Operations at View email address on click.appcast.io. Equal Opportunity Employer: Maximus is an equal opportunity employer. #J-18808-Ljbffr