• Contribute to the ServiceNow AI platform roadmap and strategy • Lead the outcome-focused delivery of ServiceNow ITAM capabilities • Enforce technical governance policies (platform engineering and development standards) • Manage ServiceNow code quality control processes • Work collaboratively with our ITOM & CMDB experts, infrastructure teams, and vendor(s) • Serve as our ITAM expert across ServiceNow AI platform delivery and AI-powered self-service workflows • Lead workshops, tech solutioning, development, and unit testing for ITOM Discovery and/or Service Mapping and/or ITAM HAM Pro / ITAM SAM Pro • Provides input and sign off on solution design for complex features • Advocate for ServiceNow as the AI digital front door and enterprise asset management platform • Design, develop, and deploy ServiceNow ITAM features (HAM & SAM) • Set up On-premise and SaaS provider integrations to 3rd party asset applications (e.g., MS Office, Adobe Cloud, SCCM/InTune/Entra, Tanium, Jamf, etc.) • Execute discovery runs to ensure like-for-like functionality and validate data collection • Create and utilize reports and dashboards to demonstrate current and historical usage • Assist with configuring content libraries, SCCM, InTune, Entra, Tanium and Jamf Service Graph Connectors • Load, manipulate and maintain enterprise asset data between ServiceNow and other systems • Monitor health, usage, and overall compliance of ServiceNow and its integrated applications • Configure and customize platform components and extend ServiceNow functionalities using UI builder, portal designer, client/server-side scripting, UI policies, business rules, and Flow Designer (aka Workflow Studio). • Collaborate with architects, product owners, and internal customers to understand requirements and deliver high-quality technical solutions on time. • Support the team in managing operational work: tier-2 support and troubleshooting for ServiceNow incidents and operational requests, along with administration functions such as managing users, workflows, tables, and data • Performs access reviews, conducts compliance activities, and serves as delegate for administrative processes • Collaborate with architects, product owners, and internal customers to understand requirements and deliver high-quality technical solutions on time. • Use a systematic approach and a wide breadth of ServiceNow platform knowledge to troubleshoot, identify, and solve technical issues • Utilize tools to regularly monitor and analyze system performance, perform regular maintenance, and proactively take corrective actions as necessary to ensure platform reliability • Responsible for defining requirements, designing workflows, participating in all build/configuration, testing, and implementation activities, as well as analysis and troubleshooting to meet specifications of a project or service request • Monitors and employs source code control techniques and configuration management to ensure configuration is consistent across development and production environments • Ensure application meets SailPoint security standards and best practices • Investigate and advise on new features released by ServiceNow and what impact they could have on current processes • Use scripting tools and ServiceNow functionality to create scripts that automate repetitive tasks • Tailor user interfaces to improve the overall user experience of ServiceNow, leveraging UI builder and custom HTML/CSS/Javascript when necessary

• Design, develop, configure, and deploy custom applications and solutions within the ServiceNow platform. • Create and configure scoped applications, Service Catalog items, Flow Designer workflows, and other platform-based solutions that support client needs. • Support the design and development of locally developed applications (LDAs) using ServiceNow development best practices. • Lead and support integrations between ServiceNow and external systems, ensuring reliable data exchange and platform functionality. • Support the movement of ServiceNow components, collections, and deployable assets through CI/CD pipelines and across development environments. • Work closely with ServiceNow architects, developers, analysts, and stakeholders to map business requirements and services to appropriate ServiceNow capabilities. • Participate in code reviews, proofs of concept, technical discussions, and product demonstrations. • Perform troubleshooting, coding, scripting, and ServiceNow configuration activities of moderate to high complexity. • Provide guidance and mentorship to citizen developers and other team members working within the ServiceNow ecosystem. • Support the administration, deployment, and management of USCIS systems and PaaS, SaaS, and IaaS platforms as required using authorized privileged access.

• Administer and maintain ServiceNow IT Asset Management (ITAM), IT Operations Management (ITOM), Service Catalog, and related platform capabilities. • Develop comprehensive Standard Operating Procedures (SOPs) for all ITAM and Catalog processes. Conduct mandatory, recurring cross-training sessions with the core internal ServiceNow team to ensure baseline ITAM administration knowledge is established in-house. • Support purchase order and contract tracking, including record creation, updates, reconciliation, reporting, and data-quality reviews. • Create, configure, test, publish, and maintain catalog items, record producers, variables, approvals, and fulfillment workflows. • Manage hardware and software asset records throughout the asset lifecycle, including receiving, inventory, assignment, transfer, refresh, retirement, and disposal. • Partner with customer stakeholders, process owners, and technical teams to document requirements, prioritize requests, and recommend practical ServiceNow solutions. • Develop and maintain reports, dashboards, procedures, and administrative documentation. • Troubleshoot incidents and requests, resolve platform or data issues, and escalate complex technical problems when appropriate. • Act as the technical bridge between the customer and the core CLOUD CITI ServiceNow team for complex discovery, event management, or integration failures. • Maintain and validate Configuration Management Database (CMDB) and ITOM-related records using established data standards and governance procedures. • Analyze configuration item, relationship, event, alert, service, and asset data to identify gaps, duplicates, ownership issues, and reconciliation problems. • Support service and application owners with data reviews, operational reporting, dashboards, and recurring data-quality metrics. • Assist with ITOM process documentation, user support, backlog refinement, testing, and coordination of changes to existing capabilities. • Review existing workflows and operational processes and recommend improvements that strengthen accuracy, traceability, and customer support.

Role Description RMC is hiring for an experienced ServiceNow Administrator who will support a US Navy environment. The selected applicant will be tasked with providing hosting environments and platforms for Navy applications, as well as other DoD and Homeland Security (HLS) applications utilizing both Component Enterprise Data Centers (CEDCs) and Commercial Cloud Service Providers (CSPs) as hosting platforms. The ServiceNow ITAM/ITOM Administrator will support the administration, configuration, and maintenance of ServiceNow capabilities used to manage purchase orders, contracts, catalog items, assets, configuration data, and IT operations processes. The final depth of ITOM engineering support will be driven by customer requirements but strictly governed by the core CLOUD CITI ServiceNow engineering team. Role requires Full-Time support through September 30, 2026, transitioning to Part-Time support for FY27. Qualifications - Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or a related field; relevant experience may be considered in lieu of a degree. - Three or more years of ServiceNow administration, platform analysis, or implementation experience, with hands-on experience supporting ITAM, ITOM, CMDB, Service Catalog, or Asset Management capabilities. - Working knowledge of ServiceNow data models, roles, access controls, workflows, reporting, imports, update sets, and platform administration practices. - Demonstrated SME-level experience architecting and implementing ServiceNow Hardware Asset Management (HAM) and Software Asset Management (SAM) workflows. Must be capable of operating autonomously without senior technical ITAM oversight. - Ability to gather requirements, document processes, analyze data, troubleshoot issues, and communicate effectively with technical and nontechnical stakeholders. - For an engineering-level scope, experience with Discovery, Service Mapping, MID Servers, integrations, scripting, Flow Designer, IntegrationHub, APIs, and CMDB identification and reconciliation is preferred. - ServiceNow Certified System Administrator (CSA) certification is required. ITAM, ITOM, CMDB, Discovery, or Service Mapping implementation certifications are a plus. - Must hold a DoD 8140 IAT Level II baseline certification (e.g., CompTIA Security+) at the time of hire. - Must hold an active Department of Defense (DoD) Secret Security Clearance. Requirements - Administer and maintain ServiceNow IT Asset Management (ITAM), IT Operations Management (ITOM), Service Catalog, and related platform capabilities. - Develop comprehensive Standard Operating Procedures (SOPs) for all ITAM and Catalog processes. - Conduct mandatory, recurring cross-training sessions with the core internal ServiceNow team to ensure baseline ITAM administration knowledge is established in-house. - Support purchase order and contract tracking, including record creation, updates, reconciliation, reporting, and data-quality reviews. - Create, configure, test, publish, and maintain catalog items, record producers, variables, approvals, and fulfillment workflows. - Manage hardware and software asset records throughout the asset lifecycle, including receiving, inventory, assignment, transfer, refresh, retirement, and disposal. - Partner with customer stakeholders, process owners, and technical teams to document requirements, prioritize requests, and recommend practical ServiceNow solutions. - Develop and maintain reports, dashboards, procedures, and administrative documentation. - Troubleshoot incidents and requests, resolve platform or data issues, and escalate complex technical problems when appropriate. - Act as the technical bridge between the customer and the core CLOUD CITI ServiceNow team for complex discovery, event management, or integration failures. - Maintain and validate Configuration Management Database (CMDB) and ITOM-related records using established data standards and governance procedures. - Analyze configuration item, relationship, event, alert, service, and asset data to identify gaps, duplicates, ownership issues, and reconciliation problems. - Support service and application owners with data reviews, operational reporting, dashboards, and recurring data-quality metrics. - Assist with ITOM process documentation, user support, backlog refinement, testing, and coordination of changes to existing capabilities. - Review existing workflows and operational processes and recommend improvements that strengthen accuracy, traceability, and customer support. - Configure and support ServiceNow Discovery and Service Mapping specifically for the customer's hosted assets. - Coordinate with the core platform team for any underlying infrastructure needs (e.g., MID Server deployment/troubleshooting or credential management). - Develop platform-compliant automation (using Flow Designer, IntegrationHub spokes, or APIs) to streamline the customer's ITOM processes, minimizing technical debt and avoiding heavy custom scripting where out-of-the-box (OOTB) capabilities exist. - Design and maintain identification and reconciliation rules, data sources, and transform maps strictly tailored to the customer’s ITAM/ITOM data feeds, ensuring no disruption to global CMDB integrity. - Support technical design reviews, release planning, testing, deployment, upgrade validation, performance analysis, and security hardening for ITOM solutions. Benefits - Great place to work with a small company feel. - Experience, tuition assistance, and certifications that will take your career to the next level. - Monday to Friday full-time day shift work. - Paid relocation assistance. - Competitive paid vacation package with 11 paid federal holidays. - High-quality, low-deductible healthcare plans. - Pet insurance. - Competitive 401K package. Company Description Resource Management Concepts, Inc. (RMC) provides high-quality, professional services to government and commercial sectors. Our mission is to deliver exceptional management and technology solutions supporting the protection and preservation of the people and environment of the United States of America.