ServiceNow System Administrator

GDIT is seeking a System Administrator Specialist to support the National Institutes of Health (NIH), National Institute of Allergy and Infectious Diseases (NIAID) under the Business Process and Information Management Branch (BPIMB) ServiceNow Support Services (SNSS) program.

In this role, you will perform daily system configuration and operational activities that support NIAID's ServiceNow environment and related platforms. You will optimize system performance, monitor resource utilization, assist users in accessing and using business systems, and support the stability, security, and efficiency of technical operations across ITSM, ITOM, CMDB, SecOps, VR, and integrated systems.

This position requires hands-on operational support skills, familiarity with enterprise platforms, and experience delivering reliable system administration services in a large, complex environment.

Other responsibilities will include:

• Perform daily configuration and operational tasks for the ServiceNow platform and supporting systems.
• Monitor and optimize system performance, including resource utilization, data throughput, and platform stability.
• Conduct system capacity analysis and assist with long-term planning to ensure platform scalability.
• Maintain and administer user accounts, roles, permissions, and access controls in accordance with NIH and NIAID security standards.
• Support configuration updates, scheduled maintenance, patch application, troubleshooting, and routine system health checks.
• Assist users in accessing and using business systems, providing Tier 2 support for ServiceNow and related tools.
• Monitor integrations, jobs, and transactions for reliability and timely execution.
• Coordinate with developers, architects, and business analysts to support deployments and validate operational readiness for releases.
• Maintain documentation for system procedures, configurations, operational tasks, change records, and runbooks.
• Perform log reviews, error analysis, and basic root cause analysis for operational incidents.
• Support backup, restore, and disaster recovery testing as part of continuity-of-operations requirements.
• Participate in formal and informal review checkpoints throughout the development and release lifecycle.

Required Qualifications and Skills:

• Bachelor’s degree (or equivalent experience).
• 3 or more years of experience performing system administration in a large computer-based environment.
• Hands-on experience administering or supporting ServiceNow, including configuration, operational maintenance, user management, workflows, or integrations.
• Basic scripting skills, including JavaScript or equivalent scripting ability used within ServiceNow or similar enterprise platforms.
• Experience performing daily system operations, configuration updates, maintenance, patching, and monitoring.
• Familiarity with ITSM or IT operations workflows.
• Experience assisting users with system access, navigation, and troubleshooting.
• Ability to analyze system performance, resource utilization, and capacity trends.
• Experience documenting procedures and following structured change management practices.
• Strong problem-solving skills, communication skills, and customer support competency.
• Ability to obtain and maintain NIH Public Trust.

Desired Skills:

• ServiceNow certification such as CSA or related module-specific certification.
• Experience supporting ServiceNow ITOM, CMDB, Discovery, Service Mapping, or Integration Hub.
• Experience configuring and supporting MID Servers.
• Experience with REST or SOAP API interactions.
• Familiarity with log analysis tools or platform monitoring dashboards.
• Experience supporting compliance-driven federal environments.
• Experience creating runbooks, SOPs, and operational checklists.
• Experience troubleshooting basic JavaScript or platform logic issues.

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