What are the responsibilities and job description for the ServiceNow Subject Matter Expert (SME) position at BFG Enterprises?
The System Administrator – ServiceNow provides comprehensive administration, development, and support for BEA's ServiceNow (SN) platform. This position covers both operational administration (Task Area 3) and custom software development (Task Area 4), requiring deep expertise in ServiceNow platform configuration, workflow development, ITSM, HRSD, API integration, and custom scoped application development. The administrator maintains platform health, coordinates upgrades, integrates monitoring tools, and develops dashboards and reports for BEA stakeholders. This role requires collaboration across multiple BEA offices including the Office of Information Security, Office of Telecommunications, and Office of Customer Support, and delivers custom application development for HR workflows, performance appraisals, onboarding, and employee service center functionality.
- Provide ongoing production and administrative ServiceNow support including troubleshooting, bug fixes, and root cause analysis
- Support and maintain the SN platform, Workflows and Integrations, User Experience, Security and Compliance, and Administration modules
- Coordinate platform upgrades for Workflows/Integrations, Security/Compliance, and Administration configurations
- Create, maintain, and enhance integrations between ServiceNow and external systems (GitHub, Azure DevOps, Active Directory)
- Maintain Service Portal, Employee Center, Web Services (API), and Notification interfaces
- Design, create, and configure Business Rules, UI Policies, UI Actions, Client Scripts, and Access Control Lists (ACLs)
- Develop OOTB ServiceNow solutions for current business problems; create custom scoped applications where OOTB is insufficient
- Configure and implement HR Service Delivery (HRSD) module; build new custom workflows for HR processes and lifecycle events
- Maintain, resolve defects, and enhance BEA's custom SN Performance Appraisal Application
- Create and support portal user interfaces; enhance and support the Employee Service Center
- Build APIs connecting ServiceNow with other federal systems as requested
- Develop and maintain comprehensive testing protocols for SN module upgrades
- Develop ServiceNow Reports and Dashboards for IT Service Management, HR Service Delivery, and Creator Workflows
- Document SN customizations, workflows, and usage; maintain and revise custom JavaScript code within scoped applications
- Investigate and demonstrate new SN features and modules to OCIO team and BEA stakeholders
- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
- 5 years of ServiceNow platform administration experience in production enterprise environments
- Demonstrated experience developing custom ServiceNow applications, Business Rules, Client Scripts, and ACLs
- Proficiency with ServiceNow ITSM and IT Service Management module configuration
- Experience building and maintaining ServiceNow integrations with external systems via APIs and web services
- Working knowledge of JavaScript for ServiceNow scripting within scoped applications
- Experience developing ServiceNow Reports and Dashboards; maintaining platform for 500 users
- U.S. citizenship; minimum Tier 1 background investigation; Tier 2/4 may apply
<Experience>
- ServiceNow Certified System Administrator (CSA) — strongly preferred
- ServiceNow Certified Application Developer (CAD)
- ServiceNow ITSM Implementation Specialist certification
- Experience configuring and implementing ServiceNow HR Service Delivery (HRSD) module
- Experience building integrations with GitHub, Azure DevOps, and Active Directory via ServiceNow
- Experience in a federal civilian agency ServiceNow environment (DoC, DOL, HHS, or equivalent)
- Knowledge of ServiceNow Creator Workflows and Employee Service Center configuration
- Experience with transform maps, data imports, and Excel integration within ServiceNow
<Certifications>
- ServiceNow CSA – Certified System Administrator (required preferred)
- ServiceNow CAD – Certified Application Developer
- ServiceNow ITSM Implementation Specialist
- ServiceNow HRSD Implementation Specialist
- CompTIA Security
Pay: From $120,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Vision insurance
Work Location: In person
Salary : $120,000