ServiceNow Operations System Administator

Job Description

NetImpact Strategies is seeking a Senior Operations System Administrator to provide infrastructure-oriented ServiceNow platform operations for a Federal Agency. This role anchors early and late-window operations and provides deep troubleshooting across MID Servers, supporting VMs/operating systems, queues, connectivity, maintenance, security controls, recovery, and service restoration while working closely with the ServiceNow System Administrator and implementation team.

Work schedule: Monday-Friday, representative early shift of approximately 6:00am-2:30am and late shift of approximately 1:30 p.m.-10:00 p.m. Eastern; planned after-hours maintenance, continuity testing, upgrades, and rotating on-call support as required.

This position requires U.S. citizenship and a post-award Government background investigation.

Key Responsibilities

• Provide early or late-window operational ownership for ServiceNow platform-support infrastructure, with emphasis on MID Servers, supporting VMs/operating systems, connectivity, queues, maintenance, and continuity.
• Perform deep troubleshooting, preventative/corrective maintenance, performance monitoring, configuration management, and restoration across ServiceNow operational dependencies.
• Investigate MID Server availability, ECC queue conditions, authentication/connectivity failures, certificate/credential issues, resource capacity, and infrastructure anomalies; coordinate with platform, network, cloud, identity, and security teams.
• Execute and document planned maintenance, patching, restart/recovery, backup/restore, continuity, and disaster-recovery activities in accordance with approved change and security processes.
• Provide Tier 2/Tier 3 support for incidents, problems, catalog tasks, and platform requests; maintain accurate ServiceNow records, SLA evidence, restoration notes, and handoffs.
• Implement and monitor infrastructure and platform security controls, log/audit requirements, privileged/service-account dependencies, and operational evidence; escalate suspicious activity immediately.
• Support new integrations and platform changes by validating runtime prerequisites, certificates, network paths, service accounts, MID selection/capacity, and production readiness.
• Coordinate ServiceNow and infrastructure vendor support cases and preserve diagnostic evidence needed for root cause and problem management.
• Maintain operations procedures, queue-management instructions, recovery steps, environment baselines, asset/dependency information, and transition documentation.
• Provide structured handoff to/from the early operations team so unresolved incidents, changes, security actions, and integration conditions retain clear ownership across the service window.

Qualifications

Required Qualifications and Certifications

• Five or more years providing operational support to enterprise ServiceNow implementations, including complex troubleshooting and production support.
• Strong experience with ServiceNow MID Servers plus Windows/Linux system administration, VM operations, networking/connectivity fundamentals, certificates, authentication, queues, and service accounts.
• Experience with configuration/change management, preventive maintenance, security controls, backups/recovery, incident/problem management, and off-hours production support.
• Multiple ServiceNow certifications relevant to the supported environment; CSA strongly preferred or required where mandated by the applicable labor category.
• Experience coordinating ServiceNow Support cases and cross-team troubleshooting in a shared enterprise environment.
• Ability to work the assigned coverage window and participate in planned after-hours/on-call events.
• U.S. citizenship and ability to satisfy High Risk IT background-investigation and sensitive-information requirements.

Preferred Qualifications and Certifications

• Federal consulting or financial-regulatory experience.
• Experience with CyberArk or equivalent privileged-account management, Splunk or similar monitoring, and ServiceNow Discovery/ITOM.
• Experience supporting continuity exercises and production releases in multi-vendor environments.

About Us

At NetImpact Strategies, we post salary ranges in compliance with the specific labor laws and regulations of each county and state, ensuring transparency and fairness in our hiring practices. This approach reflects our commitment to adhering to legal requirements and promoting equitable pay standards across all regions where we operate. The posted salary range for this role is $100,000-120,000. The posted salary range is not an exact indication of the actual compensation offered and is instead a range of what NetImpact, in good faith, could compensate at the lowest and most high end of the salary market. In general, NetImpact may not pay the top of the salary range. Compensations are determined by several mitigating factors including skillset, experience, trainings, location, and other factors including benefits packages.Perks of working at NetImpact Strategies

• Your health comes first – we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team

• Invest in your future – 401(k) Plan – Immediately vested employer contributions; no matching required

• Work hard, play hard – we offer a generous Paid Time Off (PTO) policy, one (1) additional day of paid wellness leave per calendar year, and observe ten (10) federal holidays

• Pawsitively pawesome – Pet Insurance (because our little critters are part of our families, too!)

• Invest in your education – Tuition reimbursement, internal training programs, & company-sponsored industry certifications!

• Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019, 2021,2022, 2023, & 2024!

• Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more!

ABOUT US

NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements. We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. NetImpact’s core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government.

ACCESSIBILITY NOTE

NetImpact Strategies is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended (“ADA”), and applicable state and local laws. It is NetImpact’s policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual’s disability. Consistent with this policy of non-discrimination, NetImpact will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made NetImpact aware of his/her disability, unless doing so would cause undue hardship to NetImpact. If you are an applicant and need reasonable accommodation when applying for job opportunities within NetImpact, or request reasonable accommodation to utilize NetImpact’s online employment application, please contact [email protected].

Required Qualifications and Certifications - Five or more years providing operational support to enterprise ServiceNow implementations, including complex troubleshooting and production support. - Strong experience with ServiceNow MID Servers plus Windows/Linux system administration, VM operations, networking/connectivity fundamentals, certificates, authentication, queues, and service accounts. - Experience with configuration/change management, preventive maintenance, security controls, backups/recovery, incident/problem management, and off-hours production support. - Multiple ServiceNow certifications relevant to the supported environment; CSA strongly preferred or required where mandated by the applicable labor category. - Experience coordinating ServiceNow Support cases and cross-team troubleshooting in a shared enterprise environment. - Ability to work the assigned coverage window and participate in planned after-hours/on-call events. - U.S. citizenship and ability to satisfy High Risk IT background-investigation and sensitive-information requirements. Preferred Qualifications and Certifications - Federal consulting or financial-regulatory experience. - Experience with CyberArk or equivalent privileged-account management, Splunk or similar monitoring, and ServiceNow Discovery/ITOM. - Experience supporting continuity exercises and production releases in multi-vendor environments.