ServiceNow Technician

RESPONSIBILITIES  

The ServiceNow Technician will support the development, maintenance, and optimization of the customer ServiceNow platform. The ideal candidate will have hands-on experience with ServiceNow administration, configuration, and scripting, ensuring the platform aligns with business needs and IT Service Management (ITSM) best practices. This role requires a blend of technical expertise, problem-solving skills, and a customer-focused mindset to enhance the efficiency and functionality of ServiceNow applications. The technician will support the program service desk that provides a 24/7, 365-day Service Desk (SD) to support IT services and applications. The service desk uses ServiceNow as an Information Technology Service Management (ITSM) tool set to document, process, and monitor incidents, problems, inquiries, and change and service requests, as well as coordinate new capabilities through an actionable service catalog and support for other IT service management functions. 

ServiceNow Technician key responsibilities include: 

Administration & Configuration 

• Configure, customize, and maintain ServiceNow modules (ITSM, ITOM, ITBM, HRSD, etc.). 

• Manage user roles, groups, permissions, and workflows. 

• Develop and maintain business rules, UI policies, client scripts, and scheduled jobs. 

Incident, Problem, and Change Management 

• Support incident resolution and troubleshooting for ServiceNow-related issues. 

• Implement and manage Change Requests (CRs) to improve platform efficiency. 

• Ensure adherence to ITIL best practices in service delivery. 

Scripting & Automation 

• Develop and debug scripts using JavaScript, Glide API, and ServiceNow Flow Designer. 

• Automate workflows and integrations to improve operational efficiency. 

• Utilize ServiceNow Integration Hub, REST/SOAP APIs to connect with external systems. 

ServiceNow Development & Enhancements 

• Work with senior developers to design and implement new Service Catalog items, CMDB enhancements, and reporting dashboards. 

• Participate in ServiceNow upgrades, patching, and performance tuning. 

• Test and deploy new features while ensuring compliance with security policies. 

Collaboration & Documentation 

• Work closely with IT teams, business analysts, and stakeholders to understand requirements. 

• Create and maintain technical documentation, training materials, and knowledge base articles. 

• Provide training and support to end-users on ServiceNow functionalities. 

• Provide input into the strategy for developing and resourcing a Service Desk (virtual federated or physical) to act as a central POC to resolve customer issues at the lowest practical support level and provide a consistent and quality customer experience across enterprise service areas. 

REQUIRED QUALIFICATIONS 

• Currently possess an active Top Secret security clearance
• Years of experience with degree: BS 5-7 Years, MS 3-5, PhD 0-2 

PREFERRED QUALIFICATIONS  

• ServiceNow Certified System Administrator (CSA) 

• ITIL 4 Foundation 

We are seeking a ServiceNow Technician to support the Office of the Director of National Intelligence (ODNI) National Counterterrorism Center (NCTC). This analyst will play an important role helping to build a flexible and responsive IT environment that meets NCTC’s evolving and changing mission priorities. 

TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers. 

TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

Visit us at www.TekSynap.com. 

Apply now to explore jobs with us!  

WORK ENVIRONMENT AND PHYSICAL DEMANDS 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.   

• Location:  Chantilly, Virginia primarily with occasional travel within the National Capital Region (NCR) 

• Type of environment: Varies 

• Noise level: Low  

• Work schedule: “Normal work hours” constitute on average 8 hours a day, 40 hours per week (excluding breaks and meal periods) within standard operational hours occurring 0600-1800, Monday-Friday, excluding Federal holidays. May be requested to work evenings and weekends to meet program and contract needs. 

• Amount of Travel: 20% 

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with ha Finish nds and arms; talk and hear. The employee is regularly required to stand, walk, sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. 

WORK AUTHORIZATION/SECURITY CLEARANCE 

Citizenship: U.S. Citizenship 

Clearance requirement: TS/SCI with Polygraph

OTHER DUTIES 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

EQUAL EMPLOYMENT OPPORTUNITY 

To provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, genetic information, or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.