ServiceNow Administrator

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. 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). EEO Statement Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics. Accommodations Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. Compensation and Benefits Minimum Salary $ 80,000.00. Maximum Salary $ 117,000.00. Other rewards may include short- and long-term incentives as well as program-specific awards. Maximus provides a variety of benefits, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. #J-18808-Ljbffr