Job Description

Servicenow Portal Administrator

Position Description: CGI Federal has an exciting opportunity for a ServiceNow Portal Administrator within our Intel sector advancing the national security mission through cutting edge technology. You must have a passion for keeping pace with rapidly evolving technology advancements and leveraging your knowledge on a highly collaborative team to deliver state-of-the-art capabilities. The ServiceNow Portal Administrator is responsible for the configuration, development, maintenance, and support of the ServiceNow platform, including user management, workflow automation, and module administration to ensure smooth, efficient, and secure IT services. Key duties include collaborating with stakeholders to gather requirements, designing and implementing solutions, performing platform upgrades and maintenance, creating dashboards and reports, and providing technical support to end-users.

This position is located in USA VA Arlington, however, a hybrid working model is acceptable.

Your future duties and responsibilities:

• Platform Administration: Administer user access, roles, and permissions, perform system health checks, and monitor platform performance.
• Configuration and Customization: Configure workflows, business rules, UI policies, and client scripts to meet business requirements.
• Module Support: Manage and maintain various ServiceNow modules such as Incident, Problem, Change, Request, Knowledge, and Service Catalog.
• Development: Develop and implement custom applications, integrations with other systems, and custom reports as needed.
• Stakeholder Collaboration: Partner with business stakeholders to understand their needs, gather requirements, and translate them into technical solutions.
• Maintenance & Upgrades: Perform regular system maintenance, including patching, hotfixes, and version upgrades, while ensuring customizations remain functional.
• Troubleshooting & Support: Troubleshoot and resolve platform-related issues, providing technical support to end-users.
• Documentation: Create and maintain detailed documentation for system configurations, processes, and procedures.
• Performance Analytics: Develop and manage operational metrics reporting and dashboards, utilizing tools like Performance Analytics.
• Testing: Develop, validate, and execute test plans for new features and enhancements before deployment.

Required qualifications to be successful in this role:

• Education and/or Experience: Bachelor's degree and/or 5 to 10 years of experience
• Security Clearance: TS/SCI required with the ability to obtain a TS/SCI with Poly highly desired
• ServiceNow Certification: ServiceNow Certified System Administrator (CSA) certification is often a requirement.
• Experience: 2-5 years of experience in ServiceNow system administration, covering design, development, and implementation.
• Technical Knowledge: Strong understanding of ServiceNow platform architecture and various modules (ITSM, CSM, ITOM, etc.).
• ITIL/ITSM: In-depth knowledge of ITIL/ITSM processes and how to implement them in the ServiceNow platform.
• Scripting: Experience with advanced scripting, including business rules, client scripts, and UI actions.
• System Integrations: Experience with integrations, including Active Directory, LDAP, and SSO.
• Soft Skills: Excellent verbal and written communication, strong analytical and problem-solving skills, attention to detail, and the ability to manage multiple projects.

CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $100,000.00 - $200,000.00.

CGI Federal's benefits are offered to eligible professionals on their first day of employment to include:

• Competitive compensation
• Comprehensive insurance options
• Matching contributions through the 401(k) plan and the share purchase plan
• Paid time off for vacation, holidays, and sick time
• Paid parental leave
• Learning opportunities and tuition assistance
• Wellness and Well-being programs

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