ServiceNow Specialist - Service Desk
- Salary
- $110K–$140K
- Hiring from
- United States
- Work type
- Hybrid
- Posted
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We are seeking a ServiceNow ITSM Specialist to join the team! The ITSM Specialist configures and delivers the Service Desk portion of an Enterprise Technology Management platform for a municipal government client, replacing or modernizing the City's current help desk processes with ServiceNow IT Service Management. This role works directly with City IT staff to design ticket workflows, the self-service portal, and the service catalog so that City employees can request and track IT support easily. This is a full-time, hybrid position based out of our Tysons, VA office with periodic travel to the client site in Danville, VA.
Responsibilities
ITSM Configuration & Development
- Configure Incident, Problem, Change, Request, and Knowledge Management to ITIL 4 practices
- Build the Service Catalog, record producers, and fulfillment workflows using Flow Designer
- Configure the Employee Service Center / Service Portal for self-service requests, knowledge search, and ticket status
- Set up SLAs, assignment rules, notifications, and escalations
- Build reports, dashboards, and Performance Analytics for service desk metrics
Requirements & Process Design
- Lead ITSM requirements workshops with City IT staff and document current- and future-state processes
- Recommend out-of-the-box process improvements and keep customization to a minimum
Testing & Go-Live
- Support unit, system, and user acceptance testing (UAT) and fix defects
- Ensure portal and forms meet Section 508 / WCAG 2.1 AA accessibility requirements
- Provide go-live and hypercare support to the City's service desk team
Collaboration
- Work with the ServiceNow Architect on platform standards and integrations (e.g., email, Microsoft Teams, Active Directory)
- Partner with the Training Lead to provide content for agent and end-user training
Deliverables
- ITSM requirements and process design documents
- Configured ITSM modules, Service Catalog items, and Service Portal
- SLA definitions, notification matrix, and service desk dashboards
- Test scripts and UAT defect resolution log
- ITSM configuration workbook for City support staff
Qualifications
- Bachelor's Degree or higher (or equivalent experience)
- 5+ years of ServiceNow experience, including 3+ full-lifecycle ITSM implementations
- ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist – ITSM (CIS-ITSM) required; Certified Application Developer (CAD) a plus
- ITIL 4 Foundation certification
- Working knowledge of JavaScript, Flow Designer, and Service Portal
- Strong verbal and written communication skills for working with non-technical stakeholders
- Ability to travel to Danville, VA as required
- Ability to pass a criminal background check required by the client contract
Salary: $110,000-$140,000 per year
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Flexible work from home options available.
Compensation: $110,000.00 - $140,000.00 per year
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
WE ARE
AET Federal Inc. (“AET”) is certified as an 8(a) Small Disadvantaged Firm by US Small Business Administration and also certified by the Commonwealth of Virginia, Department of Small Business and Supplier Diversity as Small, Minority Owned Business (SWaM). AET prides itself on efficient management and low overhead, thereby offering its clients high quality services at highly competitive prices. The fundamental distinction of our company is its business knowledge in both the public and private sectors. We serve the transportation, defense, intelligence, financial, healthcare, and technology & telecommunications industries. AET is successful because we listen to our clients, we learn from our clients, and we understand our clients’ needs. In an industry that is constantly changing, AET is the face of stability.
ARE YOU READY FOR WHAT'S NEXT IN YOUR CAREER?
At AET, our success is defined by the knowledge, commitment, diversity, and satisfaction of our employees. Impactful Work. Smart Solutions. Meaningful Careers. AET fosters a creative and efficient work environment that revolves around a project team concept. We offer competitive salaries and an exceptional benefits package, and we are always seeking new candidates to join our team.
