Administers, configures, and develops the ServiceNow platform (workflows, custom apps, integrations, reporting) supporting an IT Call Center serving federal government clients in Nashville, TN. Core tech: ServiceNow, JavaScript/Glide API, Flow Designer, ITIL, with a government security clearance possibly required.
Compensation
Not disclosed
Location
Nashville, TN, US
Work setup
Not specified
Seniority
Not specified
Employment
Not specified
Experience
3+ years
Category
Devops
Posted
Skills
agile
ai
analytics
angular
api
cad
css
devops
fedramp
html
itil
itsm
javascript
nist
process-improvement
service-desk
servicenow
sharepoint
soap
unit-testing
Must have
Bachelor's degree in IT, Computer Science, Information Systems, or related field (relevant experience may substitute)
3+ years hands-on ServiceNow administration and development in a structured IT service delivery environment
Experience configuring/developing ServiceNow modules: Incident, Request, Problem, Knowledge Management, and Service Catalog
Experience developing ServiceNow workflows, business rules, client scripts, UI policies, and reporting solutions
ServiceNow Certified System Administrator (CSA) certification
Strong written and oral English communication skills for gathering requirements from non-technical stakeholders
Hands-on proficiency in ServiceNow administration: user management, access controls, system configuration, maintenance
Development skills in ServiceNow: JavaScript, Glide API, Flow Designer, Business Rules, Client Scripts, UI Policies, Script Includes, REST/SOAP API integrations
Proficiency in ServiceNow reporting, dashboards, and Performance Analytics supporting SLA monitoring
Strong understanding of IT service management principles and ITIL frameworks
Experience with platform testing: unit testing, regression testing, and UAT coordination
Proficiency in developing and maintaining technical documentation
Proficiency in Microsoft Office Suite and collaboration tools (Teams, SharePoint)
Ability to manage multiple priorities simultaneously and meet deadlines in a fast-paced environment
Ability to obtain and maintain a government security clearance as required
Nice to have
Prior ServiceNow administration/development experience in a federal government contracting environment
Experience supporting ServiceNow for an IT call center, service desk, or IT managed services program
Active government security clearance (Secret or higher)
ServiceNow Certified Implementation Specialist (CIS) in ITSM, ITOM, or HR Service Delivery
ITIL Foundation certification or higher
Experience developing ServiceNow integrations using REST, SOAP, and MID Server configurations
Familiarity with ServiceNow ITOM, ITAM, or SecOps modules
Experience with ServiceNow Virtual Agent, Predictive Intelligence, or AI-driven capabilities
Familiarity with federal IT security frameworks such as NIST, FedRAMP, or FISMA
Experience with Agile or DevOps methodologies applied to ServiceNow development and release management
Familiarity with ServiceNow Performance Analytics and advanced reporting for SLA monitoring
Experience supporting ServiceNow upgrades, patch management, and release management in a federal contracting environment
Knowledge of HTML, CSS, and AngularJS for ServiceNow portal and UI development
Full description
Interested candidates are encouraged to apply as soon as possible.
Koniag Services Inc., a Koniag Government Services company, is seeking a skilled and experienced ServiceNow Administrator/Developer to support the configuration, administration, development, and continuous improvement of the ServiceNow platform for our Call Center serving government clients in the Nashville, Tennessee area. The ideal candidate is a technically proficient and detail-oriented professional with hands-on experience administering and developing within the ServiceNow platform, a strong understanding of service management principles, and a demonstrated ability to translate business and operational requirements into effective ServiceNow solutions. They bring a collaborative work ethic, strong problem-solving skills, and a commitment to delivering platform solutions that enhance the efficiency and effectiveness of Call Center operations. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in Nashville, Tennessee.
We offer competitive compensation and an extraordinary benefits package. Benefits include medical, dental, and vision insurance, 401(k) retirement plan, paid time off, paid parental leave, life and disability insurance, flexible spending accounts, commuter benefits, and tuition reimbursement.
The ServiceNow Administrator/Developer will be responsible for the administration, configuration, development, and ongoing maintenance of the ServiceNow platform supporting Call Center operations. This individual will work closely with the Call Center Operations Manager, program leadership, and end users to gather requirements, design and implement platform solutions, and ensure the ServiceNow environment is optimized to support efficient and effective call center service delivery. Principal responsibilities will include, but are not limited to:
Administer and maintain the ServiceNow platform, including user and group management, role assignments, access controls, and system configuration to support Call Center operations and contractual requirements. Design, develop, and implement ServiceNow solutions including custom applications, workflows, forms, fields, business rules, client scripts, UI policies, and notifications in support of call center operational requirements. Collaborate with the Call Center Operations Manager, program leadership, and end users to gather, analyze, and document business and technical requirements, translating them into effective and scalable ServiceNow platform configurations and development solutions. Develop and maintain ServiceNow workflows, Flow Designer automations, and orchestration processes that streamline call center ticketing, routing, escalation, and resolution workflows. Configure and maintain ServiceNow modules relevant to Call Center operations, including Incident Management, Request Management, Problem Management, Knowledge Management, and Service Catalog.
ServiceNow Administrator/Developer at Koniag Government Services (Nashville, TN, US) — aijobsearch
Develop and maintain ServiceNow reporting, dashboards, and performance analytics products that provide program leadership and government stakeholders with real-time visibility into call center performance metrics and SLA compliance.
Perform regular platform health checks, system upgrades, patch management, and maintenance activities, ensuring the ServiceNow environment remains stable, secure, and current.
Develop and maintain integration solutions between ServiceNow and other enterprise systems, tools, and platforms used within the Call Center program environment.
Conduct thorough testing of all platform configurations, customizations, and development solutions prior to deployment, including unit testing, system testing, and user acceptance testing (UAT) coordination.
Develop and maintain comprehensive technical documentation including system design documents, configuration guides, development specifications, and platform maintenance procedures.
Provide Tier 2 and Tier 3 platform support to call center staff and end users, troubleshooting and resolving ServiceNow platform issues in a timely and effective manner.
Support the onboarding and training of call center staff on ServiceNow platform features, updated workflows, and new functionality, developing training materials and knowledge base content as needed.
Ensure all ServiceNow platform configurations, customizations, and development activities comply with applicable federal security requirements, agency policies, and contractual obligations.
Stay current on ServiceNow platform updates, new features, and industry best practices, proactively identifying opportunities to leverage new capabilities to enhance call center operations.
Support continuous process improvement initiatives by analyzing platform utilization data, identifying configuration inefficiencies, and recommending and implementing platform enhancements that improve operational outcomes.
Education and Experience: Required:
Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field from an accredited college or university. Relevant experience may be considered in lieu of a degree. 3+ years of hands-on experience administering and developing within the ServiceNow platform in a structured IT service delivery environment. Demonstrated experience configuring and developing ServiceNow modules including Incident Management, Request Management, Problem Management, Knowledge Management, and Service Catalog. Experience developing ServiceNow workflows, business rules, client scripts, UI policies, and reporting solutions. ServiceNow Certified System Administrator (CSA) certification.
Preferred:
Prior experience supporting ServiceNow administration and development functions within a federal government contracting environment. Experience supporting ServiceNow implementations or enhancements for a call center, service desk, or IT managed services program. ServiceNow Certified Application Developer (CAD) certification.
Required Skills and Competencies:
Strong communication skills in English – both written and oral – with the ability to gather and document technical requirements from non-technical stakeholders and communicate platform solutions and updates clearly to both technical and operational audiences. Demonstrated hands-on proficiency in ServiceNow platform administration, including user management, access controls, system configuration, and platform maintenance activities. Solid development skills within the ServiceNow platform, including experience with JavaScript, Glide API, Flow Designer, Business Rules, Client Scripts, UI Policies, Script Includes, and REST/SOAP API integrations. Demonstrated experience configuring and optimizing ServiceNow Incident Management, Request Management, Problem Management, Knowledge Management, and Service Catalog modules in support of IT service delivery operations. Proficiency in developing and maintaining ServiceNow reporting, dashboards, and Performance Analytics solutions that support SLA monitoring and operational performance visibility. Strong understanding of IT service management principles and ITIL frameworks, including incident management, problem management, change management, and service request fulfillment processes. Experience conducting platform testing activities including unit testing, regression testing, and UAT coordination to ensure the quality and stability of all platform configurations and development solutions prior to deployment. Proficiency in developing and maintaining technical documentation including system design documents, configuration guides, and platform maintenance procedures. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and collaboration tools such as Microsoft Teams and SharePoint. Demonstrated ability to manage multiple platform development and maintenance priorities simultaneously, meeting deadlines in a fast-paced operational environment. Ability to obtain and maintain a government security clearance as required.
Desired Skills and Competencies:
Active government security clearance (Secret or higher). ServiceNow Certified Application Developer (CAD) certification. ServiceNow Certified Implementation Specialist (CIS) in one or more modules such as ITSM, ITOM, or HR Service Delivery. ITIL Foundation certification or higher (ITIL Intermediate or ITIL 4 Managing Professional). Experience developing ServiceNow integrations with enterprise platforms and third-party tools using REST, SOAP, and MID Server configurations. Familiarity with ServiceNow IT Operations Management (ITOM), IT Asset Management (ITAM), or Security Operations (SecOps) modules. Experience with ServiceNow Virtual Agent, Predictive Intelligence, or AI-driven platform capabilities. Familiarity with federal IT security frameworks and compliance requirements such as NIST, FedRAMP, or FISMA as they relate to platform administration and development. Experience with Agile or DevOps development methodologies as applied to ServiceNow platform development and release management. Familiarity with ServiceNow Performance Analytics and advanced reporting capabilities for enterprise-level SLA and operational performance monitoring. Experience supporting ServiceNow platform upgrades, patch management, and release management activities in a federal government contracting environment. Knowledge of HTML, CSS, and Angular JS as they relate to ServiceNow portal and user interface development.
Our Equal Employment Opportunity Policy: The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.
The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.
Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.
Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352