Ref No.: 18-02545
Location: Bethesda, Maryland
Work Authorization:Any Visa
Segment:Commercial
JPAS:NO
Client is seeking an IT Service Management Administrator to work as an integral member of the IT Service Management Systems Team at the end client to provide outstanding customer support to its users and staff. Client's mission is to be the nation's primary library supporting biomedical schools across the US. The IT Service Management Systems administration team is responsible for customizing their IT Service Management System, ServiceNow, to allow provide tailored ITSM based world class customer support and managing the Customer Relationship Management System, MS Dynamics.

Full time employment
Location Bethesda, MD;
Monday through Friday around core business hours.
Flexible Schedule


IT Service Management Administrator

Job Description
  • Applying ITIL Best practices to NLM IT Service management.
  • Assist in gathering requirements, roles and responsibilities of various functions at NLM.
  • Document processes, formulate KPIs and metrics.
  • Perform unit and system testing for workflow and customization projects.
  • Provide advance troubleshooting support for problems that arise in ServiceNow and related processes, tracking down the root cause of coding or configuration failures.
  • Contributes to systems administration and support the installation, optimization, integration, troubleshooting, backup, recovery, modification, security, and upgrading of ITSMS systems and components.
  • Support ITIL Service Design lifecycle processes for the IT Service Management system and its related services.
  • Assists with ITSMS development projects providing administration, management, documentation and testing services.
  • Train users on ServiceNow tool usage, create user documentation, guides and knowledge articles.

Required Experience/Skills/Certifications
  • Support IT Service Management Systems (ITSMS) as ServiceNow Administrator.
  • Support ITSMS through initial diagnosis and troubleshooting of customer problems working with the ServiceNow tool.
  • Experience in creating workflow processes through scheduling and routing user requests and calls.
  • Excellent Oral and Written communication skills.
  • Experience in maintaining a live production system or a tool.
  • Bachelor's degree, preferably in a related technical field.
  • An additional five (5) years of full-time technical related broad experience can be substituted for the degree.
  • 2-3 years of work experience in production enterprise tool and customer support. Experience with ServiceNow administration.
  • Demonstrated ability to provide systems documentation to support successfully implementation of changes.
  • ITIL Foundations certification

Preferred Experience/Skills/Certifications
  • Experience with Dynamics CRM
  • Preferable experience with JavaScript, HTML, CSS, XML, JIRA, Web Services, ETL.
  • PMP certification