Job Title: Service Now Platform Administrator

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

The Opportunity:

We are looking for a highly skilled Service Now Platform Administrator with expertise in Enterprise implementations with agile methodology experience to support our DoD customer to implement an enterprise IT service delivery model that provides consistent, secure, high-quality, and cost-effective services to enable mission success and improve end-user experience across the customer environment.

On this program, we deliver capabilities and services to implement and operate an Enterprise IT Service Management (EITSM) solution, enterprise service desk and advanced analytics/reporting.

The ideal candidate will be capable of managing the Service Now platform and be passionate about continuous improvement within the IT service delivery environment.

Responsibilities:

• Contribute to the IT Storefront team by participating in daily scrums and related tasks, while also handling general Service Now platform administration duties.
• As a platform administrator, you are responsible for all aspects of the platform which include monitoring health, usage, operations, and performance.
• Maintain a sound understanding of enterprise and platform-level architecture as it relates to managing the Service Now instances, including the data model, integration points, and dependencies that impact Performance.
• Manage the patch and upgrade cycle of the platform, coordinating with various teams to ensure minimal impact.
• Oversee the development pipeline and assist with update set promotions such that there is a consistent and reliable process for moving work into production, ensuring configurations and customizations are properly migrated and tested.
• Assist with production troubleshooting and providing logs, data, artifacts in support of the environment, including identifying performance bottlenecks, and resolving issues.
• Operate existing applications and features in the platform and provide production support for those areas.
• Assist with clone down of production over lower instances as appropriate, working with teams to identify preserver and exclusion rules to maximize clone benefits with minimal disruption to teams.
• Keep up to date with industry trends and developments for the administration and maintenance of the platform.
• Performs Architecture design and reviews as required, ensuring initiatives are aligned with future state.
• Identifies risks, opportunities, compliance issues, or other architectural concerns with the platform, with a strong focus on data security, privacy, and compliance regulations.
• Active participation in Agile sprint planning, artifact creation, sprint testing, regression testing, demonstrations, and retrospectives and solution releases as requested.
• Develop and maintain Service Now reports and dashboards to track key performance indicators (KPIs) and provide actionable insights.
• Integrate data from various sources into Service Now for comprehensive reporting.
• Work with stakeholders to understand their reporting needs and translate them into effective solutions.
• Implement data governance policies and procedures to ensure data quality and accuracy.
• Perform data analysis to identify trends, patterns, and anomalies in the data.

The Ideal Candidate Will Bring:

• Extensive experience as a Service Now Platform Administrator within a large enterprise.
• The ability to design, develop, and maintain custom dashboards and reports to meet specific business needs.
• Experience in creating and maintaining internal technical documentation, manuals, policies, and processes as it relates to operating and running the Service Now platform.
• Good ability to anticipate issues and formulate remedial actions.
• Excellent technical, diagnostic, and troubleshooting skills to identifying data discrepancies, and resolving issues.
• Ability to collaborate with Developers, Program Managers, Testers, and Production Support Engineers to implement innovative technical solutions via iterative approach reducing time to delivery.
• Experience managing and maintaining cloud Service Now instances (in the DoD IL4 space).
• Experience with remote support.

Qualifications:

Required:

• A DoD secret clearance or ability to obtain
• 10 Years of relevant experience (Bachelor’s Degree in applicable field may be substituted for 5 years of experience) with at least 3 years of experience specifically focused on Service Now administration.
• Experience operating within cross-functional teams and groups.
• Must meet 8570 IAT Level II and/or 8140 DoD Cyber Workforce Compliance.
• Certified Service Now Administrator and/or Certified Service Now Developer.
• A strong interest in agile software development practices and experience delivering deployable software in short sprints.

Desired:

• Experience managing and maintaining e-commerce platforms within Service Now, including configuration, customization, and support of catalog items, order workflows, and payment gateway integrations.

• Ability to contribute to the development of program architecture and standards.

• Experience in Continuous integration, Continuous Deployment (CI/CD) and SecDevOps processes and tools.

• Experience with data modeling, data warehousing, and ETL processes.

• Strong analytical and problem-solving skills.

• Experience with scripting languages such as JavaScript and Python.

• Familiarity with data visualization tools such as Tableau or Power BI.

_________________________________________________________________________What You Can Expect: A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Your potential is limitless. So is ours.

_________________________________________________________________________Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

Since this position can be worked in more than one location, the range shown is the national average for the position.

The proposed salary range for this position is:

$75,200-$158,100

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.