Senior ServiceNow Administrator, Self-Service Specialist

Computer World Services

. Administer and maintain the ServiceNow self-service portal or employee-facing experience and Tier 0 capabilities .

Posted 10/28/2026full-timeRemote • Illinois • United StatesSenior💰 $110,000 - $140,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in ServiceNow administration, including configuration of portals, catalogs, workflows, and dashboards. Proficient in knowledge management, IT service management, and developing automated resolutions while ensuring compliance with accessibility standards.

Highest-signal resume keywords

ServiceNow AdministrationKnowledge ManagementIT Service ManagementServiceNow Certified System AdministratorAgile Practices

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ServiceNow ConfigurationWorkflow AutomationDashboard ConfigurationKnowledge Article CreationTicket Routing RulesTesting and DocumentationRequirements GatheringSelf-Service DeliveryTroubleshooting GuidesUser Acceptance Testing

Soft Skills

Analytical SkillsCommunication Skills

Tools & Technologies

ServiceNowEmployee CenterFlow DesignerKnowledge-Centered Service

Certifications & Qualifications

ServiceNow Certified System AdministratorITIL 4 FoundationServiceNow Certified Application Developer

Industry Keywords

Federal ServiceNow EnvironmentsDoD ServiceNow EnvironmentsTier 0 InitiativesSection 508 Accessibility

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Administer and maintain the ServiceNow self-service portal or employee-facing experience and Tier 0 capabilities
Maintain service-catalog items, record producers, forms, variables, categories, and fulfillment information
Configure ticket-routing rules, assignment logic, notifications, and escalation workflows
Maintain approved workflows and automations for common requests, coordinating with ServiceNow developers when custom development or integration is required
Create, publish, and retire knowledge articles while maintaining ownership, review dates, metadata, and approvals
Review content for accuracy, accessibility, and security
Monitor knowledge gaps and search behavior; develop troubleshooting guides, FAQs, decision trees, and guided-resolution content
Configure dashboards and reports tracking self-service adoption, knowledge use, deflection, routing accuracy, reassignment, and abandonment
Analyze misrouted or incomplete submissions and improve associated forms and rules
Identify requests suitable for automation and document requirements and acceptance criteria
Configure approved changes, develop and execute test cases, coordinate user acceptance testing, support controlled releases, and validate functionality after upgrades and patches
Coordinate with the Service Desk Lead, ITSM process owners, technical teams, and Government stakeholders
Convert approved known errors into searchable self-service guidance
Maintain configuration documentation and procedures
Report Tier 0 metrics for Monthly Status Reports
Train content owners and service-desk personnel

Requirements

What you’ll need

Bachelor’s degree in Information Technology, Information Systems, or a related field
Minimum of six (6) years of relevant experience in ServiceNow administration, IT service management, service-desk operations, self-service delivery, or knowledge management
Hands-on experience configuring ServiceNow portals, catalogs, knowledge, routing rules, workflows, or dashboards, and testing and documenting configuration changes
Experience translating recurring issues into reusable guidance or automated resolutions and gathering requirements from technical teams and stakeholders
Ability to write clear customer-facing instructions and knowledge articles
Strong analytical and communication skills
Current ServiceNow Certified System Administrator (CSA) certification
Active Secret clearance or higher
Chicago, IL–area candidates preferred
Preferred: Experience supporting federal or DoD ServiceNow environments and Tier 0 or shift-left initiatives
Preferred: Experience with ServiceNow Knowledge Management, Service Catalog, Employee Center, Flow Designer, business rules, and assignment rules
Preferred: Experience developing virtual-agent content, decision trees, or automated fulfillment workflows
Preferred: Experience with Knowledge-Centered Service, Section 508 accessibility, and Agile or controlled-release practices
Preferred: Experience creating training materials and delivering demonstrations
Preferred: ITIL 4 Foundation; ServiceNow Certified Application Developer or implementation-specialist certification

Benefits

Comp & perks

Affirmative action and equal employment opportunity employer
Reasonable accommodations for individuals with disabilities
Remote position