Senior ServiceNow Administrator, Self-Service Specialist

DecisionPoint Corporation

. Administer and maintain approved ServiceNow Tier 0 and customer self-service capabilities .

Posted 10/26/2026full-timeRemote • Illinois • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in ServiceNow administration and configuration, focusing on self-service portal management, knowledge management, and workflow automation. Proven ability to analyze performance metrics and enhance user experience through effective documentation and stakeholder coordination.

Highest-signal resume keywords

ServiceNow AdministrationSelf-Service Portal ManagementKnowledge ManagementWorkflow AutomationRequirements Gathering

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ServiceNow ConfigurationTicket RoutingDashboard DevelopmentTechnical WritingQuality Assurance TestingIncident ManagementRequest ManagementProblem ManagementAutomation AnalysisKnowledge Article Development

Soft Skills

Analytical SkillsOrganizational SkillsCommunication SkillsProblem-Solving SkillsAttention to Detail

Tools & Technologies

ServiceNow Flow DesignerServiceNow DashboardsServiceNow ReportsServiceNow Knowledge ManagementServiceNow Service Catalog

Certifications & Qualifications

ServiceNow Certified System AdministratorITIL v4 FoundationServiceNow Certified Application Developer

Industry Keywords

IT Service ManagementSelf-Service DeliveryChange ManagementAgileDevSecOps

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Administer and maintain approved ServiceNow Tier 0 and customer self-service capabilities
Configure and maintain the ServiceNow self-service portal or employee-facing service experience
Maintain service-catalog items, record producers, request forms, variables, categories, descriptions, and fulfillment information
Configure and maintain approved ticket-routing rules, assignment logic, notifications, and escalation workflows
Ensure self-service incidents and requests are correctly categorized, prioritized, assigned, and routed
Maintain approved workflows and automations for common service requests and recurring technical issues
Coordinate with ServiceNow developers or platform engineers on enhancements requiring custom development, integration, or advanced scripting
Identify recurring incidents addressable through knowledge articles, guided troubleshooting, automation, or improved catalog content
Create, revise, publish, and retire knowledge articles
Maintain article ownership, review dates, version history, approvals, metadata, categories, keywords, and related content
Review knowledge articles for accuracy, readability, consistency, security, accessibility, and customer usefulness
Monitor knowledge gaps and recommend content based on incident trends, customer searches, unsuccessful searches, repeated requests, and technician feedback
Develop troubleshooting guides, FAQs, decision trees, job aids, and guided-resolution content
Configure and maintain ServiceNow dashboards and reports for Tier 0 and self-service performance
Track self-service adoption, knowledge use, ticket deflection, search effectiveness, routing accuracy, request completion, abandonment, reassignment, and resolution trends
Analyze incorrectly routed or incomplete submissions and improve forms, instructions, or assignment rules
Identify repetitive, high-volume, low-complexity requests suitable for approved automation
Document workflow and automation changes, including requirements, outcomes, dependencies, risks, and acceptance criteria
Configure approved changes within authorized ServiceNow environments and access boundaries
Develop and execute test cases for catalog items, forms, routing rules, workflows, notifications, dashboards, and self-service functionality
Coordinate user acceptance testing with technical teams, service owners, process owners, and Government stakeholders
Document test results, defects, corrective actions, approvals, release notes, and implementation outcomes
Support controlled release of approved self-service and workflow enhancements
Validate functionality after releases, upgrades, patches, configuration changes, and platform maintenance
Troubleshoot ServiceNow issues affecting knowledge, catalog items, submissions, workflows, routing, dashboards, and notifications
Maintain configuration documentation, administration procedures, workflow diagrams, data definitions, and operating guides
Follow change-management, release-management, configuration-management, security, and quality-assurance processes
Coordinate with the Service Desk Lead and process owners to align Tier 0 capabilities with operational procedures and escalation paths
Support problem-management activities by converting approved known errors and workarounds into searchable self-service guidance
Gather user and service-desk feedback on self-service content
Recommend improvements to usability, search, navigation, forms, catalog structure, workflows, dashboards, and knowledge presentation
Develop Tier 0 and self-service metrics for operational reports, Monthly Status Reports, and program reviews
Provide training, demonstrations, and administrative guidance to content owners, service-desk personnel, and authorized users

Requirements

What you’ll need

Active Secret clearance or higher
Bachelor’s degree in information technology, information systems, or a related field
Minimum of six years of relevant experience in ServiceNow administration, IT service management, service-desk operations, self-service delivery, knowledge management, or a related technical environment
Current ServiceNow Certified System Administrator certification
Hands-on experience administering or configuring ServiceNow capabilities
Experience maintaining self-service portals, service catalogs, knowledge articles, ticket-routing rules, approved workflows, or operational dashboards
Experience translating recurring technical issues into reusable guidance, standardized service requests, or automated resolutions
Experience gathering requirements and coordinating with technical teams, process owners, and operational stakeholders
Experience testing and documenting ServiceNow configurations or workflow changes
Ability to create clear customer-facing instructions, knowledge articles, technical documentation, and administrative procedures
Strong analytical, organizational, communication, and problem-solving skills
Preferred: ITIL v4 Foundation certification
Preferred: Additional ServiceNow certifications, such as Certified Application Developer or an implementation-specialist certification
Preferred: Experience supporting federal or Department of Defense ServiceNow environments
Preferred: Experience supporting Tier 0 or shift-left service-management initiatives
Preferred: Experience administering ServiceNow Knowledge Management, Service Catalog, Incident Management, Request Management, or Employee Center capabilities
Preferred: Experience using ServiceNow Flow Designer, workflow tools, business rules, assignment rules, notifications, reports, and dashboards
Preferred: Experience developing guided troubleshooting, decision trees, virtual-agent content, or automated fulfillment workflows
Preferred: Experience analyzing self-service adoption, ticket-deflection, search-performance, routing, reassignment, and knowledge-use metrics
Preferred: Experience with Knowledge-Centered Service or similar knowledge-management practices
Preferred: Familiarity with Section 508 accessibility requirements and accessible digital-content development
Preferred: Familiarity with Agile, DevSecOps, change-management, testing, and controlled-release practices
Preferred: Experience creating training materials and delivering demonstrations to technical and nontechnical users
ServiceNow platform administration and configuration
Self-service portal and service-catalog management
Knowledge development and lifecycle management
Ticket routing, workflow, and automation analysis
Dashboard, report, and performance-metric development
Technical writing and customer-focused communication
Requirements gathering and stakeholder coordination
Testing, quality assurance, and release validation
Incident, request, problem, and knowledge-management practices
Ability to simplify complex technical information for end users
Strong attention to detail and configuration discipline
Continual improvement and customer-experience focus

Benefits

Comp & perks

Remote work
Equal Employment Opportunity and Affirmative Action employer
Authorization for DecisionPoint Corporation to share submitted resumes and personal information with subsidiaries, affiliates, and teaming partners for position consideration