NetImpact Strategies Inc.

System Administrator

• Provide user support
• Troubleshoot difficult ServiceNow software problems, implement bug fixes, and perform root cause analysis
• Collaborate with project team members to design and deliver creative, scalable, and maintainable solutions
• Ensure ongoing operations function as expected
• Design and develop ServiceNow solutions, including applications, forms, workflows, policies, actions, access controls, interfaces, and other configurations
• Create and maintain API and data integration processes between ServiceNow and other systems
• Investigate application behavior
• Generate operational reports and KPI analysis
• Prepare client-facing and internal technology deliverables
• Maintain production system reliability using change management processes
• Monitor application health, usage, and compliance
• Assist with version upgrades and patch installation
• Support enterprise business solutions and custom ServiceNow application capabilities
• Enhance the ServiceNow platform, implement new products, and develop custom solutions as part of a cross-functional team
• Provide strategic and tactical support across multiple projects while adapting to changing priorities

ServiceNow System Administrator

ServiceNow

• Provide hands-on platform engineering for a Federal Agency
• Design, develop, debug, and maintain ServiceNow platform capabilities from approved user stories and technical designs
• Perform complex Tier 3 remediation and root-cause analysis for application logic, scripts, failed automations, performance issues, integrations, and production defects
• Develop server- and client-side ServiceNow logic using JavaScript/Glide APIs and approved platform capabilities
• Design and implement reusable enterprise integrations using REST/SOAP APIs, MID Servers, integration actions, service accounts, certificates/credentials, and observability patterns
• Build scoped/low-code applications, catalog items, workflows, portals/workspaces, and reusable components while preserving upgradeability
• Use source control, update sets/application repositories, CI/CD, code scanning, debugging/profiling, and automated tests to validate changes
• Partner with the CTA on design/code reviews and with the Tester on ATF/regression coverage, performance validation, rollback readiness, and post-deployment verification
• Provide early-window engineering support during incidents and releases
• Support platform security remediation, data-quality improvements, Health Scan/technical-debt actions, and restoration toward out-of-the-box patterns
• Maintain technical documentation, code comments, release notes, knowledge articles, and transition materials

Senior ServiceNow Developer

• Lead day-to-day platform operations and coordinate incident, problem, request, change, release, maintenance, and platform-catalog work using ServiceNow as the system of record
• Lead Tier 2/Tier 3 triage and service restoration for platform-related issues
• Establish severity, evidence, owner, next action, validation criteria, and escalation for platform-related issues
• Monitor platform health and performance, including scheduled jobs, reports, indexing, queues, automation failures, application/system logs, event signals, and recurring degradation
• Maintain actionable health dashboards and trend reviews
• Administer ServiceNow configurations, users/groups/roles, applications, platform settings, plug-ins, service catalog records, platform licenses, and approved operational controls
• Monitor and support MID Servers and enterprise integrations, including SSO, email, monitoring, cloud/on-premise connections, certificates, credentials, and service accounts
• Coordinate patches, upgrades, feature deployments, and scheduled releases using approved change control, release standards, CI/CD, rollback readiness, and post-production validation
• Coordinate platform regression, functional, integration, performance, and user-acceptance validation with testing and technical teams
• Execute and retain security-control evidence, access and provisioning records, logging/auditing evidence, and incident artifacts
• Maintain SOPs, runbooks, knowledge articles, operational schedules, service maps/dependencies, and structured shift handoffs
• Coordinate ServiceNow vendor support cases for platform defects or product issues, preserving diagnostic evidence and validating fixes before closure

ServiceNow System Administrator – Platform Lead

Implementation Specialist

• Configure and implement approved ServiceNow capabilities from validated requirements and CTA-approved designs
• Configure forms, tables, Business Rules, Client Scripts, UI Policies, ACLs, Script Includes, Flow Designer flows/subflows/actions, catalog items, notifications, and approved portal/workspace components
• Implement capabilities across ITSM, ITOM/Discovery, CMDB/CSDM, IntegrationHub, SPM, Performance Analytics, App Engine, and other approved products
• Build and configure integrations using REST/SOAP APIs, IntegrationHub spokes/actions, MID Servers, service accounts, and approved authentication/certificate patterns
• Coordinate end-to-end testing and operational handoff
• Support CMDB/configuration-data implementation and data-quality validation
• Prepare and execute controlled promotions to TEST and PROD using approved update-set/application-repository and CI/CD practices
• Maintain deployment plans, rollback steps, release notes, and configuration evidence
• Execute unit/functional checks and partner with the Tester on ATF, integration, regression, performance, and UAT validation
• Provide late-window deployment and implementation support, troubleshooting, post-production validation, and operations handoff
• Support technical-debt reduction and restoration of customized capabilities toward out-of-the-box behavior
• Create implementation guides, configuration documentation, demonstrations, knowledge articles, and transition materials
• Support user training and knowledge transfer as needed

ServiceNow Implementation Specialist

QA Engineer

• Provide independent analysis and release assurance for a Federal Agency's ServiceNow platform
• Elicit, analyze, document, and validate business needs, process flows, data requirements, user stories, and acceptance criteria
• Maintain themes, epics, features, stories, dependencies, backlog, sprint/release artifacts, and planning data in ServiceNow SPM/Agile capabilities or the Agency-approved work-management structure
• Support prioritization using business value, time criticality, risk reduction, dependencies, and effort/capacity
• Facilitate requirements clarification among product owners, users, administrators, developers, implementation specialists, architects, testers, and external teams
• Own the platform test strategy, regression baseline, release-quality evidence, and repeatable testing standards
• Design, build, maintain, and execute ServiceNow ATF suites
• Create and execute functional, integration, regression, exploratory, performance, and release-validation test scenarios
• Coordinate UAT with product owners and stakeholders
• Analyze defects, track remediation and retesting, and identify recurring escaped-defect patterns
• Prepare release evidence and readiness recommendations for governance and go/no-go decisions
• Validate upgrade and patch readiness through regression packs, pre/post comparisons, and targeted integration testing
• Perform post-production validation and rollback verification
• Measure automation coverage, regression effectiveness, escaped defects, test-cycle time, and repeat-failure trends
• Maintain reusable testing guidance and coach implementation/product teams on approved ServiceNow testing practices

ServiceNow Business Analyst, Quality Engineer

Backend Engineer

• Serve as the technical authority for a Federal Agency’s enterprise ServiceNow platform
• Establish and maintain platform architecture standards, design models, technical roadmaps, and approved patterns
• Lead architecture, technical design, and code reviews for platform and application-team solutions, products, integrations, and customizations
• Direct platform-level integrations, MID Server patterns, identity/SSO, service accounts, API design, data interfaces, monitoring connections, and reusable integration components
• Support platform ATO, security/privacy controls, POA&M remediation, security-impact reviews, access/permission models, logging/auditing, and security engineering decisions
• Define ServiceNow data architecture and governance, including CSDM/CMDB patterns, data quality, extraction, backup/archive, recovery, migration readiness, and integration-data hygiene
• Guide upgrades, patches, plug-in decisions, Health Scans, technical-debt reduction, performance improvement, code scanning, CI/CD, automated testing, and release-risk decisions
• Provide the technical decision framework for complex incidents and cross-product failures
• Assess ServiceNow capabilities, automation, and approved GenAI features for business value, security/privacy impact, effort, dependencies, adoption, and maintainability
• Lead the Community of Practice and governance boards; publish reusable standards and guidance; mentor administrators, developers, implementation specialists, and testers
• Support transition-in/out by validating the live technical baseline, identifying undocumented dependencies and technical debt, and ensuring architecture decisions, patterns, runbooks, and technical knowledge remain transferable

ServiceNow Platform Architect

• Provide early or late-window operational ownership for ServiceNow platform-support infrastructure, especially 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
• 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 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

ServiceNow Operations System Administrator

Project Manager

• Lead a ServiceNow Platform Operations team supporting a Federal Agency
• Serve as the primary management interface for task-order execution
• Coordinate Government, prime/subcontractor, and multi-vendor delivery dependencies
• Plan, prioritize, and direct work across platform operations, architecture, engineering, implementation, testing, and business-analysis lanes
• Own staffing, onboarding, offboarding, backfill, leave/coverage planning, key-personnel substitution coordination, background-processing visibility, and service-window continuity
• Manage demand and capacity in ServiceNow SPM
• Balance service/security restoration, committed releases and control deadlines, and prioritized backlog
• Own service-performance governance, including SLA/KPI/OPI calendars, dashboards, exceptions, corrective actions, and burn-in validation
• Maintain integrated schedules, milestones, sprint/release plans, risks, issues, decisions, actions, dependencies, and deliverables in ServiceNow
• Ensure weekly, biweekly, monthly, quarterly, and release-driven reporting is complete and evidence based
• Coordinate production control, release readiness, architecture/security governance, and cross-team decisions
• Lead incoming and outgoing transition, including transition plans, WBS, access and onboarding readiness, live-environment validation, artifact/knowledge capture, risk mitigation, and transfer of operational materials
• Track customer satisfaction, feature adoption, business value, platform maturity, and improvement outcomes
• Convert approved improvement opportunities into prioritized, owned work
• Lead major-service communications and executive escalation
• Provide the Agency with operating status, accountable owners, decision points, next-update expectations, and closure evidence