ServiceNow Administrator – CSM

ServiceNow Administrator – CSM
Employment Type: W2
Location: CA – Fully Remote
Contract: 1-Year Contract with Potential Extension

About the Role

We’re looking for an experienced ServiceNow Administrator to support and enhance a FedRAMP-compliant ServiceNow environment. This role is fully remote and focused on system configuration, process automation, platform optimization, and cross-team collaboration.

Responsibilities
• Configure, customize, and administer the ServiceNow platform based on organizational needs.
• Manage users, groups, roles, permissions, and data across the system.
• Develop and customize applications, workflows, forms, and reports to streamline business processes.
• Oversee integrations between ServiceNow and other systems to ensure smooth data flow.
• Handle incident and problem tickets, including triage, tracking, and resolution.
• Support change management by assessing, planning, and implementing configuration changes.
• Maintain and enhance the Service Catalog to ensure services are clear, up-to-date, and accessible.
• Provide user support and conduct training sessions for internal teams and stakeholders.
• Monitor platform performance and identify opportunities for optimization.
• Ensure security and compliance with FedRAMP requirements and internal policies.
• Stay current with ServiceNow enhancements, best practices, and new features.
• Collaborate with cross-functional teams including IT, operations, and business units.
• Manage vendor relationships, including SLAs and issue resolution.
• Contribute to continuous improvement initiatives for platform functionality and overall system health.

Who You’ll Work With
• IT architecture, development, and support teams across global locations.
• Key stakeholders, process owners, and business partners, particularly within customer service functions.
• Onshore and offshore development teams and application owners.
• Internal contacts and external partners to support efficient and successful implementations.

Qualifications
• ServiceNow Certified System Administrator with 3–5+ years of hands-on experience.
• Strong background in ServiceNow configuration, access control, integrations, and security operations.
• Experience working with FedRAMP requirements and guidelines.
• Familiarity with security frameworks (e.g., NIST 800-53, NIST CSF, FISMA).
• Experience supporting government-related environments or contracts is a plus.
• Proven ability to troubleshoot issues, perform root-cause analysis, and deliver effective solutions.
• Solid understanding of processes, scripting, and systems supporting ServiceNow tasks.

What You Bring
• Strong grasp of risk management and the ability to assess and mitigate risks within ServiceNow.
• Excellent communication skills with the ability to explain technical concepts clearly.
• High attention to detail, especially when working within FedRAMP-compliant environments.
• Up-to-date knowledge of ServiceNow platform features and security developments.
• Experience with ServiceNow Customer Service Management (CSM).
• Continuous improvement mindset with a focus on best practices and reusable processes.
• Familiarity with DevOps practices such as scripting, automated testing, and configuration management.
• Ability to maintain clear, accurate technical and configuration documentation.
• Proactive problem-solving approach and comfort working with cross-functional teams.
• Experience working in Agile environments.
• Strong interpersonal, verbal, and written communication skills.
• Bachelor’s degree in Computer Science, Engineering, or related field – or equivalent experience.

Job Type: Contract

Pay: $40.00 – $42.00 per hour

Expected hours: 40 per week

Work Location: Remote