ServiceNow System Administrator

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Responsibilities

Empower AI is seeking a ServiceNow System Administrator to administer and sustain the enterprise ITSM platform for a Department of War agency, working alongside the Government platform owner who controls production deployment. The administrator manages users, groups, roles, and access; maintains the Service Catalog, assignment groups, SLAs, notifications, and workflows; administers the CMDB, Discovery, and integrations; manages sub-production instances, cloning, and upgrade readiness; monitors platform health and performance; and analyzes platform incidents to root cause. The role ensures the platform reliably supports the Customer-Confirmed Ticket Closure process, AI-enabled Tier 0, and the performance data feeding the Customer Support Metrics Dashboard. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers. 

THIS IS A HYBRID ROLE BASED IN QUANTICO, VA (RKB) WITH REMOTE WORK ELIGIBILITY AND UP TO 10% OF TRAVEL INVOLVED. 

JOB DUTIES: 

• Administer the ServiceNow platform: user, group, role, and ACL management; assignment groups and routing; SLA definitions; notifications; Service Catalog items and variables; knowledge bases; and platform properties, in coordination with the Government platform owner. 

• Administer the CMDB, Discovery/integrations, and data quality rules; manage sub-production instance cloning, patching, and upgrade readiness (skipped-update review, ATF regression), and prepare update sets/application packages for platform-owner deployment. 

• Monitor platform health, performance, scheduled jobs, integrations, and Virtual Agent/AI Ops components; analyze platform incidents and defects to root cause; and implement fixes through Change Management. 

• Support Performance Analytics and reporting configuration that feeds the Customer Support Metrics Dashboard, and maintain platform administration documentation and runbooks. 

• Own the health, architecture, and administration of the enterprise endpoint management platform (MECM/SCCM, Intune) across all enclaves, including hierarchy design, distribution, boundaries, client health, role-based access, and upgrade planning. 

• Lead the automated packaging, testing, and deployment of OS and third-party patches to meet CAT I, II, and III timeframes and compliance AQLs; analyze compliance gaps and drive remediation of non-compliant endpoints. 

• Engineer and maintain hardened, STIG-compliant OS images and provisioning task sequences for all endpoint types, and validate images against agency cybersecurity requirements prior to release. 

• Design and govern Group Policy and endpoint configuration baselines, ensuring all changes are tested in pre-production and the Digital Twin environment and implemented through formal Change Management with rollback plans. 

Qualifications

REQUIREMENTS: 

• Bachelor's degree and a minimum of 10 years of related experience (a Master's degree with 8 years of related experience, or an additional 4 years of related experience in lieu of a degree, may be substituted). 

• Must be a U.S. Citizen. 

• Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start. 

• Must be willing and able to obtain TS/SCI eligibility after start, if required by mission needs. 

• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting. 

• Must possess and maintain a current DoD 8570/8140 IAT Level III baseline certification (e.g., CASP+ CE, CISSP or Associate, CCNP Security, GCED, or GCIH). 

• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision. 

• Minimum of 10 years of experience administering enterprise Windows endpoint and server environments, including at least 5 years as the lead administrator of MECM/SCCM or an equivalent endpoint management platform at 10,000+ device scale. 

• Expert knowledge of Windows 10/11, Windows Server, Active Directory, Group Policy design, PowerShell scripting, and enterprise imaging and provisioning. 

• Extensive experience building STIG-compliant images and baselines using STIG Viewer, SCAP, and Group Policy, and achieving patch compliance AQLs. 

• Experience leading vulnerability remediation using ACAS/Nessus and maintaining POA&Ms and RMF control evidence in eMASS. 

• Experience designing and executing changes through formal Change Management, including pre-production validation and rollback planning. 

• Experience mentoring administrators and producing technical documentation and performance reports. 

• Ability to participate in after-hours emergency on-call response and Saturday maintenance windows. 

DESIRED SKILLS: 

• ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (ITSM); ServiceNow Discovery/ITOM experience. 

• Microsoft 365 Certified: Endpoint Administrator Associate or Administrator Expert; CISSP, CASP+ CE, or GCED. 

• Experience supporting Department of War (DoW), DoD, or Intelligence Community environments across NIPRNet, SIPRNet, and JWICS enclaves. 

• Experience with VDI platforms, BitLocker/encryption management, and Windows Autopilot/co-management. 

• Experience implementing digital twin or pre-production replicas for change validation. 

• ITIL 4 Foundation and experience aligning endpoint operations to ISO/IEC 20000-1. 

• Experience using ServiceNow (incident, request, knowledge, CMDB, Service Catalog, Virtual Agent) or a comparable enterprise ITSM platform. 

• Experience with Power BI for compliance dashboards. 

PHYSICAL REQUIREMENTS:

This position requires the ability to perform the below essential functions:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Ambulate between several buildings

About Empower AI

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.

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