Senior ServiceNow Administrator, Self-Service Specialist

Job not on LinkedIn

🔥 18 minutes ago

🌽 Illinois – Remote

🌽 Illinois – Remote

⏰ Full Time

🟠 Senior

🔧 ServiceNow

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 25%

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.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

DecisionPoint Corporation

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

🎖️ Defense

💼 Consulting

📦 Logistics

Defense • Consulting • Logistics

DecisionPoint Corporation is a Service Disabled Veteran Owned Small Business specializing in IT modernization and digital transformation for government agencies. They provide comprehensive services including cybersecurity, health IT, and intelligent automation solutions, aimed at improving operational efficiency and effectiveness while ensuring secure cloud migration. Their Centers of Excellence approach drives mission success by addressing the most pressing challenges faced by government entities through innovative technology and expert support.

📋 Description

• Administer and maintain approved ServiceNow Tier 0 and customer self-service capabilities • Configure and maintain the ServiceNow self-service portal or employee-facing service experience • Maintain service-catalog items, record producers, request forms, variables, categories, descriptions, and fulfillment information • Configure and maintain approved ticket-routing rules, assignment logic, notifications, and escalation workflows • Ensure self-service incidents and requests are correctly categorized, prioritized, assigned, and routed • Maintain approved workflows and automations for common service requests and recurring technical issues • Coordinate with ServiceNow developers or platform engineers on enhancements requiring custom development, integration, or advanced scripting • Identify recurring incidents addressable through knowledge articles, guided troubleshooting, automation, or improved catalog content • Create, revise, publish, and retire knowledge articles • Maintain article ownership, review dates, version history, approvals, metadata, categories, keywords, and related content • Review knowledge articles for accuracy, readability, consistency, security, accessibility, and customer usefulness • Monitor knowledge gaps and recommend content based on incident trends, customer searches, unsuccessful searches, repeated requests, and technician feedback • Develop troubleshooting guides, FAQs, decision trees, job aids, and guided-resolution content • Configure and maintain ServiceNow dashboards and reports for Tier 0 and self-service performance • Track self-service adoption, knowledge use, ticket deflection, search effectiveness, routing accuracy, request completion, abandonment, reassignment, and resolution trends • Analyze incorrectly routed or incomplete submissions and improve forms, instructions, or assignment rules • Identify repetitive, high-volume, low-complexity requests suitable for approved automation • Document workflow and automation changes, including requirements, outcomes, dependencies, risks, and acceptance criteria • Configure approved changes within authorized ServiceNow environments and access boundaries • Develop and execute test cases for catalog items, forms, routing rules, workflows, notifications, dashboards, and self-service functionality • Coordinate user acceptance testing with technical teams, service owners, process owners, and Government stakeholders • Document test results, defects, corrective actions, approvals, release notes, and implementation outcomes • Support controlled release of approved self-service and workflow enhancements • Validate functionality after releases, upgrades, patches, configuration changes, and platform maintenance • Troubleshoot ServiceNow issues affecting knowledge, catalog items, submissions, workflows, routing, dashboards, and notifications • Maintain configuration documentation, administration procedures, workflow diagrams, data definitions, and operating guides • Follow change-management, release-management, configuration-management, security, and quality-assurance processes • Coordinate with the Service Desk Lead and process owners to align Tier 0 capabilities with operational procedures and escalation paths • Support problem-management activities by converting approved known errors and workarounds into searchable self-service guidance • Gather user and service-desk feedback on self-service content • Recommend improvements to usability, search, navigation, forms, catalog structure, workflows, dashboards, and knowledge presentation • Develop Tier 0 and self-service metrics for operational reports, Monthly Status Reports, and program reviews • Provide training, demonstrations, and administrative guidance to content owners, service-desk personnel, and authorized users

🎯 Requirements

• Active Secret clearance or higher • Bachelor’s degree in information technology, information systems, or a related field • Minimum of six years of relevant experience in ServiceNow administration, IT service management, service-desk operations, self-service delivery, knowledge management, or a related technical environment • Current ServiceNow Certified System Administrator certification • Hands-on experience administering or configuring ServiceNow capabilities • Experience maintaining self-service portals, service catalogs, knowledge articles, ticket-routing rules, approved workflows, or operational dashboards • Experience translating recurring technical issues into reusable guidance, standardized service requests, or automated resolutions • Experience gathering requirements and coordinating with technical teams, process owners, and operational stakeholders • Experience testing and documenting ServiceNow configurations or workflow changes • Ability to create clear customer-facing instructions, knowledge articles, technical documentation, and administrative procedures • Strong analytical, organizational, communication, and problem-solving skills • Preferred: ITIL v4 Foundation certification • Preferred: Additional ServiceNow certifications, such as Certified Application Developer or an implementation-specialist certification • Preferred: Experience supporting federal or Department of Defense ServiceNow environments • Preferred: Experience supporting Tier 0 or shift-left service-management initiatives • Preferred: Experience administering ServiceNow Knowledge Management, Service Catalog, Incident Management, Request Management, or Employee Center capabilities • Preferred: Experience using ServiceNow Flow Designer, workflow tools, business rules, assignment rules, notifications, reports, and dashboards • Preferred: Experience developing guided troubleshooting, decision trees, virtual-agent content, or automated fulfillment workflows • Preferred: Experience analyzing self-service adoption, ticket-deflection, search-performance, routing, reassignment, and knowledge-use metrics • Preferred: Experience with Knowledge-Centered Service or similar knowledge-management practices • Preferred: Familiarity with Section 508 accessibility requirements and accessible digital-content development • Preferred: Familiarity with Agile, DevSecOps, change-management, testing, and controlled-release practices • Preferred: Experience creating training materials and delivering demonstrations to technical and nontechnical users • ServiceNow platform administration and configuration • Self-service portal and service-catalog management • Knowledge development and lifecycle management • Ticket routing, workflow, and automation analysis • Dashboard, report, and performance-metric development • Technical writing and customer-focused communication • Requirements gathering and stakeholder coordination • Testing, quality assurance, and release validation • Incident, request, problem, and knowledge-management practices • Ability to simplify complex technical information for end users • Strong attention to detail and configuration discipline • Continual improvement and customer-experience focus

🏖️ Benefits

• Remote work • Equal Employment Opportunity and Affirmative Action employer • Authorization for DecisionPoint Corporation to share submitted resumes and personal information with subsidiaries, affiliates, and teaming partners for position consideration