SME System Administrator

GovCIO is currently hiring for a SME System Administrator to support the design, development, and maintenance of mission-enabling applications for the U.S. Coast Guard. This is a remote position.

As a System Administrator SME, you will support the rapid delivery of functional applications and automated workflows in accordance with the Software Lifecycle Management Plan (SLMP). Core responsibilities include: 

• Provide high-level end-user support for USCG ServiceNow users, serving as a subject matter expert for platform functionality and troubleshooting.
• Respond to and resolve customer-reported incidents within established SLA requirements to maintain operational readiness.
• Follow up with users to ensure customer satisfaction and verify that technical solutions meet mission needs.
• Collect and document requirements for enhancement requests, translating user feedback into actionable technical specifications for the development team.
• Identify and document system defects, coordinating with engineering teams to prioritize and deploy fixes.
• Execute the full SDLC utilizing diverse methodologies, including Scrum, Agile, DevSecOps, Lean, and Waterfall, ensuring ServiceNow releases are delivered on schedule.
• Minimize technical debt by applying ServiceNow best practices and platform governance to ensure "out-of-the-box" alignment.
• Maintain cybersecurity compliance by managing ServiceNow configurations that conform to USCG system security requirements and federal data protection standards.
• Provide technical insights regarding ServiceNow platform capabilities, governance models, and digital transformation strategies.

High School with 10+ years (or commensurate experience)

Required Skills & Experience 

• Demonstrated experience administering the ServiceNow platform in a large-scale enterprise environment.
• Proven ability to execute the SDLC using modern frameworks such as Agile, DevOps, or DevSecOps in a mission-critical environment.
• Experience securing ServiceNow applications in accordance with USCG, DoD, DHS, or federal cybersecurity policies.
• Proficiency in incident management, including tracking, documentation, and resolution within a formal ticketing system.
• Strong communication skills with the ability to participate in technical discussions and translate requirements between stakeholders and engineering teams.
• Ability to manage tasks in a fast-paced environment, focusing on platform scalability and operational readiness. 

Clearance Required: Active Secret Clearance

Preferred Skills & Experience 

• Experience supporting U.S. Coast Guard or Department of Homeland Security (DHS) programs.
• Knowledge of ServiceNow Governance or the Common Service Data Model (CSDM).
• ServiceNow Certifications (e.g., Certified System Administrator).
• Familiarity with enterprise IT governance and hybrid cloud integration.
• Strong analytical, problem-solving, and continuous improvement mindset.