ServiceNow Administrator Level II

Hybrid, Bethesda/Rockville, MD
Federal Civilian – Information Technology /
Full Time /
A-TEK is seeking an experienced ServiceNow Administrator with a background in end user customer support at Tier II level to support our Government Clients’ IT department. The ideal candidate will be a key technical resource regarding the configuration, support, and maintenance of the ServiceNow implementation and have fluency in ServiceNow database management and production support principles that enables them to work with development team and key stakeholders that leverage ITIL processes and best practices. This role requires a minimum of 1-2 years of experience providing Tier 2 level support in a large US Government agency environment.

This position is primarily remote with preference given to Washington, DC metropolitan area candidates.


    • Develop, maintain, and enhance applications on the ServiceNow ITSM platform.
    • Implement configuration/customization of the ServiceNow application and facilitate the rollout of new modules and configure Application UI and workflow.
    • Change, configuration, asset management, consulting, and various other system-related IT support functions.
    • On-call service for afterhours support of these applications, including evenings, weekends, and holidays.
    • Perform analysis, identify root cause, and work on issue resolution on support issues reported by customers/stakeholders.
    • Collaborate with maintenance teams to analyze, investigate, and resolve product usability and data integrity issues.
    • Record issues in the issue tracking system.
    • Inform the appropriate staff when issues occur.
    • Take corrective actions based on Standard Operating Procedures and Disaster Recovery Procedures
    • Document using standard incident reports and act on the results to limit the recurrence of similar issues.
    • Maintaining required information security controls for the platform
    • Common services data model and ServiceNow data models, applying data governance strategy and considerations to maximize reuse of common data elements and to maintain high data quality.
    • Manage ServiceNow product development lifecycle processes.

    • Minimum of One (1) years 1+ years of experience with ServiceNow maintenance in large Gov’t Agency
    • 3+ years’ experience providing IT support to a single organization.
    • Experience working on a technical support team, at a tier 2 or tier 3 level.
    • Ability to diagnose and fix complex hardware and software issues for desktops, servers, cloud services, and networks.
    • Excellent organizational skills
    • Excellent communication skills and professionalism
    • Strong passion for working with information technologies.
    • Other minimum ServiceNow experience:
    • Scripting, Business rules, Catalog items, Reporting, Backend data cleansing, Account management, Certificates
    • HI Portal interface, Ticket triage and routing, Forms and fields editing.
About A-TEK, Inc.
Headquartered in McLean, VA, A-TEK is comprised of a team of experts in managing the data that drives federal missions. With employees in 13 states, and a 26-year partner to U.S. government agencies including the National Institutes of Health (NIH), Food and Drug Administration (FDA), Department of Homeland Security (DHS), Department of Justice (DoJ), and the Department of Commerce (DoC). We deliver IT services and solutions coupled with a scientific capability across a myriad of government mission areas including public health, law enforcement, national security, environmental, and science. 
A-TEK, Inc. is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a qualified individual with a disability, or Vietnam era or other protected Veteran status.