ServiceNow

• Lead administration, configuration, and lifecycle management of the ServiceNow platform, including ITSM, ITOM, and custom applications.
• Perform O&M activities, including upgrades, patching, cloning, and performance tuning across multiple environments.
• Manage user access controls, roles, and permissions consistent with federal security and governance requirements.
• Troubleshoot complex incidents, service requests, and performance issues, coordinating with developers and infrastructure teams.
• Oversee data integrity and CMDB accuracy, ensuring alignment with ITIL and agency asset management standards.
• Develop and maintain custom workflows, business rules, and automation scripts to enhance platform functionality.
• Collaborate with functional teams to implement new modules and features aligned with mission objectives.
• Maintain comprehensive system documentation, SOPs, and configuration baselines.
• Ensure platform compliance with Section 508, FedRAMP, and federal cybersecurity policies.
• Provide mentorship, technical guidance, and best practice recommendations for junior administrators and support staff.

Senior ServiceNow Administrator

ServiceNow Developer – SME

Senior ServiceNow Developer, Active DHS Public Trust Clearance

Senior ServiceNow SAM Developer

ServiceNow Technical Architect

Senior ServiceNow Developer – Active FAA Public Trust Clearance