• ServiceNow ITSM Application Administrator

    Job Locations US-DC
    Posted Date 2 months ago(6/5/2019 10:45 AM)
    Job ID
    # of Openings
    *Technical Consulting
  • Overview

    Acuity, Inc is seeking a ServiceNow ITSM Application Administrator experienced managing and maintaining the ITSM ServiceNow modules. A proactive individual excited to work with and learn from senior ServiceNow consultants who can take on and own projects that are outside their comfort zone. Flexible and able to quickly change course when tasked with new projects and successfully uses feedback from peers and senior level staff to improve the level of their deliverables. Eager to learn new technologies and scripting/programming languages such as JavaScript, Java and web services.

    Acuity, Inc. is a leading management and technology consulting firm that specializes in serving the federal government. Our innovative, collaborative and rewarding work environment has earned repeat honors from the Washington Business Journal's Best Places to Work and SmartCEO Corporate Culture awards.


    • Participates in functional workshops, assists in the gathering of detailed requirements, and ensures technology design and solutions are aligned with business requirements
    • Monitors and manages overall ServiceNow ITSM application suite configurations
    • Develops ServiceNow software solutions using JavaScript, Jelly, one or more Web Services, XML, HTML and CSS
    • Knowledge creating SQL queries, connecting to and pulling data from Oracle and MySQL databases
    • Experience developing custom portal web pages in ServiceNow using Bootstrap and AngularJS frameworks
    • Works with functional and admin teams to deliver automated workflow solutions in ServiceNow
    • Facilitates and supports the rollout of application updates and new enhancements in ServiceNow
    • Collaborates effectively with ServiceNow consultants to develop solutions, handle general updates and configuration changes/requests
    • Proactively identifies system deficiencies and recommends solutions
    • Ensures the latest release of ServiceNow application is implemented in a timely manner with minimal or no disruption to IT operations
    • Maintains and continuous improvement of processes, standards, policies, working methods, and tools using Agile and ITIL best practices.
    • Worked with and understands the value in creating repeatable processes to design development, test, staging and production environments that are reliable with high availability.
    • Ensures tool configuration consistency across development, test, staging and production environments
    • Participates in ongoing production support and end user support.
    • Configures ServiceNow ITSM applications in alignment with approved design plans
    • Contacts customers to explain the status of issues and outline plans for resolving them
    • Conducts investigation activity/research and gives technical advice to the adoption or integration of existing and new enterprise applications
    • Knowledge of unit testing, system integration testing, performance testing, user acceptance testing, or any client-specific testing
    • Effectively communicates with both non-technical and technical audiences (verbal and written).



    • 2+ years experience using and customizing the Incident Management, Problem Management, Change Management, Asset Management, CMDB Management, and Service Catalog modules.
    • Bachelor's degree
    • Knowledge of ServiceNow ITSM front end application configuration
    • ITIL® Foundation Certified
    • Knowledge of software development lifecycle (SDLC)
    • Able to lead presentations and actively participate in ITSM functional workshops

    Clearance Requirements:

    • Must have active government security clearance, at least a Secret, preferrably Top Secret.


    keywords: ITSM, ITIL, ServiceNow, CMDB  #CB


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