Senior ServiceNow Administrator, Self-Service Specialist

Job not on LinkedIn

🔥 0 minutes ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $110k - $140k / year

⏰ Full Time

🟠 Senior

🔧 ServiceNow

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Computer World Services

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

🎖️ Defense

📦 Logistics

Consulting • Defense • Logistics

Computer World Services is a federal-focused IT services firm that provides digital transformation, process optimization, and technology innovation to Defense and civilian federal customers. With over 30 years of hands-on experience, the company delivers enterprise-wide IT solutions and professional services, supports contract vehicles for the federal market, and emphasizes quality, compliance, and high-performance program ratings.

📋 Description

• 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 • Maintain approved workflows and automations for common requests, coordinating with ServiceNow developers when custom development or integration is required • Create, publish, and retire knowledge articles while maintaining ownership, review dates, metadata, and approvals • Review content for accuracy, accessibility, and security • Monitor knowledge gaps and search behavior; 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 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, ITSM process owners, technical teams, and Government stakeholders • Convert approved known errors into searchable self-service guidance • Maintain configuration documentation and procedures • Report Tier 0 metrics for Monthly Status Reports • Train content owners and service-desk personnel

🎯 Requirements

• 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 • Strong analytical and communication skills • Current ServiceNow Certified System Administrator (CSA) certification • Active Secret clearance or higher • Chicago, IL–area candidates preferred • Preferred: Experience supporting federal or DoD ServiceNow environments and Tier 0 or shift-left initiatives • Preferred: Experience with ServiceNow Knowledge Management, Service Catalog, Employee Center, Flow Designer, business rules, and assignment rules • Preferred: Experience developing virtual-agent content, decision trees, or automated fulfillment workflows • Preferred: Experience with Knowledge-Centered Service, Section 508 accessibility, and Agile or controlled-release practices • Preferred: Experience creating training materials and delivering demonstrations • Preferred: ITIL 4 Foundation; ServiceNow Certified Application Developer or implementation-specialist certification

🏖️ Benefits

• Affirmative action and equal employment opportunity employer • Reasonable accommodations for individuals with disabilities • Remote position