Description:
The Senior System Administrator provides senior‑level IT operations and ServiceNow platform administration support. The role supports enterprise IT/OT services with a focus on CMDB accuracy, ITSM/ITOM operations, system reliability, and compliance with federal standards.
Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS220, T4, Band 7
Job-Specific Essential Duties and Responsibilities:
- Provide senior‑level administration and operational support for ServiceNow ITSM and ITOM modules, ensuring platform stability, availability, and performance across the enterprise.
- Manage and maintain the Configuration Management Database (CMDB) as the authoritative source for configuration items, ensuring accurate data, reconciliation, and lifecycle management in accordance with agency processes.
- Configure and support workflows, integrations, user roles, access controls, and system enhancements within the ServiceNow platform to improve automation, standardization, and transparency of IT services.
- Support enterprise IT/OT service management operations, ensuring services meet agency requirements for reliability, scalability, and security.
- Perform troubleshooting, incident resolution, and root cause analysis for ServiceNow platform issues and IT service disruptions, documenting actions and outcomes in agency‑approved systems.
- Support configuration, change, and release management processes, ensuring updates, enhancements, and fixes are properly tested, approved, documented, and deployed.
- Provide enterprise Software Asset Management (SAM) tool support and ongoing maintenance as required.
- Ensure compliance with agency and federal IT standards, policies, and directives, and support continuous service improvement initiatives.
Job-Specific Minimum Requirements:
- Senior‑level experience administering and supporting ServiceNow ITSM and ITOM modules in an enterprise IT environment, including platform configuration, workflow management, user/role administration, and operational support.
- Demonstrated experience managing and maintaining an enterprise Configuration Management Database (CMDB), including configuration item lifecycle management, data accuracy, reconciliation, and governance in accordance with established IT service management processes.
- Experience supporting IT Service Management (ITSM) and IT Operations Management (ITOM) functions to ensure enterprise services meet reliability, scalability, and security requirements.
- Proven ability to support incident, problem, change, configuration, and release management processes, including troubleshooting, root cause analysis, documentation, and coordination across technical teams.
- Experience administering enterprise platforms in compliance with federal IT standards, policies, and directives, supporting auditability and operational transparency.
- Experience supporting enterprise monitoring, asset management, or software asset management (SAM) tools, including maintenance and operational support.
- Ability to document system configurations, operational procedures, and service management activities using government‑approved systems and tools.
- Bachelor’s degree in Information Technology, Computer Science, or a related discipline (or equivalent experience)
- 8+ years of progressive experience in systems administration and enterprise IT operations, including senior‑level platform or tool administration
Preferred Skills and Qualifications:
- Advanced experience administering ServiceNow ITSM/ITOM modules in a large enterprise environment
- Strong CMDB governance, data integrity, and discovery/reconciliation experience
- Experience supporting federal IT environments and compliance with agency standards
- Familiarity with configuration, change, and release management processes
- Experience supporting enterprise monitoring, asset management, and service reliability initiatives
- Strong documentation, communication, and stakeholder coordination skills