Role Description GovCIO is seeking a ServiceNow Support Analyst to provide customer communications, application enhancement analysis, defect analysis, testing support, and technical user support within the U.S. Coast Guard (USCG) ServiceNow enterprise environment. This is a full‑time remote position delivering user-focused application support and Agile-driven development assistance. The ServiceNow Support Analyst will coordinate change activities and customer communications. The role will analyze application enhancement requests and develop requirements in the form of Agile user stories. This role will perform test verification as requirements are delivered and will communicate expectations to customers. As part of a larger service team, this role will also help resolve user support requests during peak periods. - Serve as the initial point of contact for application-related support requests; log, track, and update all tickets within ServiceNow. - Analyze customer needs to elaborate, refine, and document enhancement requests within ServiceNow as Enhancement Records and User Stories. - Analyze and document defect reports. - Communicate to users our understanding of user requests, additional information required, and next steps. - Coordinate and communicate platform change activity including the scope and timing of ServiceNow system updates. - Author and deliver system release notes. - Participate in Agile user story grooming sessions to help convert enhancement requests into documented requirements suitable for development. - Fulfill user requests such as access provisioning, permission changes, and application usage guidance within ServiceNow. - Communicate with users to guide them through system workflows and provide follow-up communication to ensure full resolution and customer satisfaction. - Escalate complex or recurring application issues to Tier 2 development or engineering teams as required. Qualifications - High School with 6-9 years (or commensurate experience) - Demonstrated effective verbal and written communications skills. - Business analysis experience to transform user requirements into documented requirements. - Experience providing direct software systems support to end users. - Hands-on experience supporting user interactions, incident response, and service request handling within the ServiceNow platform. - Demonstrated ability to work collaboratively with stakeholders, technical teams, and cross-functional groups. - Clearance Required: Active Secret Clearance Preferred Skills and Experience - Experience working with ServiceNow administration, workflows, service catalog, and CMDB. - Experience with change management communications. - Experience supporting the U.S. Coast Guard or similar federal agency environments. - ServiceNow Administrator Certification. - ITIL Foundation Certification. - Familiarity with ITIL-aligned best practices, including Incident, Problem, Change, Asset, and Service Level Management. Posted Salary Range USD $100,000.00 - USD $120,000.00 /Yr.

• Develop and execute growth strategies for medium and large enterprise accounts. • Build deep understanding of client priorities and translate them into meaningful Windward opportunities. • Strengthen executive relationships to drive retention, expansion, and long-term partnership value. • Lead account planning and territory strategy with disciplined pipeline and forecast management. • Navigate complex buying cycles, negotiate agreements, and close services engagements. • Coordinate internal teams—including Pre-Sales, Delivery, and Executive leadership—to support customer needs and strategic pursuits. • Stay current on competitive trends and market movements within the ServiceNow and enterprise services ecosystem.

• Engage as a vital technical resource on projects to develop and implement solutions for clients on ServiceNow • Help drive or participate in workshops, development, testing and deployment activities • Develop a keen understanding of the solutions we implement and our client’s business • Be an expert in ServiceNow best practices and stay up to date with the latest platform versions & features

Title: ITSM ServiceNow Platform/CMDB Engineer Location: USA DC Washington Job Description: Job ID Number RQ215541 Washington, District of Columbia, US Category Information Technology Employment Type Full Time Business Unit GDIT Responsibilities for this Position Location: USA DC Washington Full Part/Time: Full time Job Req: RQ215541 Type of Requisition: Regular Clearance Level Must Currently Possess: None Clearance Level Must Be Able to Obtain: None Public Trust/Other Required: Other Job Family: IT Infrastructure and Operations Job Qualifications: Skills: Linux, Microsoft Windows Server, ServiceNow Administration, ServiceNow Configuration Management Database (CMDB), ServiceNow Platform Certifications: None Experience: 2 + years of related experience US Citizenship Required: Yes Job Description: SYSTEMS ENGINEER Senior - ServiceNow Platform/CMDB This position will work primarily managing a self-hosted ServiceNow Platform environment as well as working to manage/maintain the ServiceNow CMDB. This person should have a good understanding of ServiceNow, knows Linux and hopefully have worked on a self-hosted and cloud environment. They should also have experience in maintaining a CMDB. Advance how our customers operate while you advance your career. Join GDIT as a Systems Engineer and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you. MEANINGFUL WORK AND PERSONAL IMPACT As a Systems Engineer, the work you'll do at GDIT will be impactful to the mission of our DHS customer. You will play a crucial role in maintaining the ServiceNow Platform and CMDB environment. Lead/Manage/Support Self-Hosted ServiceNow Platform administration. Collaborate with multiple development groups to deploy updates and troubleshoot issues related to the ServiceNow Platform Drive outcomes and work with development teams to innovate, resolve challenges, etc. WHAT YOU'LL NEED TO SUCCEED Bring your technology expertise and drive for innovation to GDIT. The Systems Engineer must have: Education: Bachelor of Arts/Bachelor of Science Experience: 2+ years of related experience Technical skills: Linux; Microsoft Windows Server; ServiceNow Administration; ServiceNow Configuration Management Database (CMDB); ServiceNow Platform, Java, JavaScript Security clearance level: Public Trust US citizenship required GDIT IS YOUR PLACE At GDIT, the mission is our purpose, and our people are at the center of everything we do. Growth: AI-powered career tool that identifies career steps and learning opportunities Support: An internal mobility team focused on helping you achieve your career goals Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off Community: Award-winning culture of innovation and a military-friendly workplace OWN YOUR OPPORTUNITY Explore an enterprise IT career at GDIT and you'll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward. The likely salary range for this position is $119,000 - $161,000. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range. Scheduled Weekly Hours: 40 Travel Required: None Telecommuting Options: Remote Work Location: USA DC Washington Additional Work Locations: Total Rewards at GDIT: Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most. We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.