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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in ServiceNow IT Service Management (ITSM) administration, including configuration, maintenance, and operational efficiency. Proficient in managing service catalog items, incident management, and service-level agreements (SLAs) within complex enterprise environments.
Highest-signal resume keywords
ServiceNow ITSM AdministrationServiceNow Certified System Administrator (CSA)ServiceNow Certified Implementation Specialist — IT Service Management (CIS-ITSM)Incident ManagementService-Level Agreement (SLA) Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
ServiceNow ConfigurationServiceNow MaintenanceOperational Service ManagementWorkflow TroubleshootingService Catalog ManagementProvisioning WorkflowsTechnical DocumentationSLA Evidence PreparationIncident RoutingRequest Assignment Rules
Soft Skills
CollaborationProblem-SolvingCommunication
Tools & Technologies
ServiceNow
Certifications & Qualifications
ServiceNow Certified System Administrator (CSA)ServiceNow Certified Implementation Specialist — IT Service Management (CIS-ITSM)
Industry Keywords
IT Service Management (ITSM)Federal Background InvestigationField Service ManagementOperational ReportingService-Level Tracking
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Configure and maintain ServiceNow ITSM capabilities supporting incident management, service requests, and daily service operations.
- Maintain incident and request routing, assignment rules, and service-level agreement (SLA) definitions, including appropriate pause handling and service-level tracking.
- Build and maintain service catalog items, provisioning workflows, and related operational dependency documentation.
- Implement approved platform changes, coordinate technical handoffs with release-management stakeholders, and maintain supporting records and documentation.
- Investigate configuration issues, troubleshoot workflow behavior, and collaborate with technical teams to improve platform reliability and operational efficiency.
- Support occasional site go-lives and exercises, including onsite assistance with designated ServiceNow field-service or mobile configurations when needed.
- Prepare monthly SLA evidence extracts and supporting technical records for operational reporting and assurance reviews.
Requirements
What you’ll need- ServiceNow Certified System Administrator (CSA) certification.
- At least 3 years of hands-on ServiceNow IT Service Management (ITSM) administration experience, including configuration and maintenance of operational service-management capabilities.
- Eligibility for a Tier 3 federal background investigation.
- Willingness and ability to travel occasionally for site go-lives and exercise support.
- Preferred: ServiceNow Certified Implementation Specialist — IT Service Management (CIS-ITSM) certification.
- Preferred: Experience with ServiceNow Field Service Management.
- Preferred: Administering ServiceNow ITSM in complex enterprise environments.
Benefits
Comp & perks- Medical, dental, vision, life, and disability coverage.
- 401(k) with a 100% company match up to 6%.
- Paid time off and paid holidays.
- Professional development and company-supported certifications.
- Home-office equipment and remote-work support.
- Fitness and wellness reimbursement.
- Weekly pay and team events.
- Benefits are subject to applicable plan terms and eligibility requirements.