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Role Description

Mission Technologies, a division of HII, is seeking an IT Service Management Specialist (ServiceNow) to support our United States Postal Service Office of Inspector General (USPS OIG) client. The ITSM will ensure proper maintenance of the health, performance, and reliability of the ServiceNow platform. This role can be worked remotely from anywhere in the U.S.

• Maintain the health, performance, and reliability of the ServiceNow platform.
• Configure and customize ServiceNow applications, including workflows, forms, business rules, and reporting capabilities to meet operational requirements.
• Manage user roles, permissions, and access control in alignment with security policies and organizational standards.
• Provide technical support and issue resolution, ensuring minimal disruption to IT services.
• Monitor system logs and performance, proactively identifying and addressing potential issues.
• Coordinate and implement new features, upgrades, and platform enhancements in line with release schedules.
• Maintain thorough documentation of configurations, processes, and procedures for compliance and knowledge sharing.
• Stay up to date with ServiceNow best practices, emerging features, and relevant federal IT standards.
• Offer technical leadership in platform design, integration, and optimization efforts.
• Conduct evaluations of new tools or system changes to assess compatibility, performance, and long-term suitability.

Qualifications

• 5 years relevant experience with Bachelor's in related field; 3 years relevant experience with Master's in related field; 0 years experience with PhD or Juris Doctorate in related field; or High School Diploma or equivalent and 9 years relevant experience.
• Bachelor’s degree in Computer Science, Information Systems, or a related discipline.
• At least 5 years of experience in IT support, system administration, or a related technical field.
• A minimum of 3 years of ServiceNow ITSM experience in a development or consulting role.
• Demonstrated experience in managing and administering ServiceNow, including platform configuration, upgrades, and technical troubleshooting.
• Hands-on development experience with custom workflows, scripts, portal design, and system integrations within ServiceNow.
• Strong knowledge of ITIL frameworks and ITSM best practices.
• Proficiency in JavaScript, with working knowledge of SQL, HTML, and CSS.
• Ability to implement and maintain automated processes and workflows.
• Excellent interpersonal skills and the ability to communicate effectively with both technical and non-technical personnel.
• Experience providing user training and technical documentation.
• Skilled in problem-solving and root cause analysis.
• Familiarity with IT security policies, firewalls, and cybersecurity principles in a government context.
• Experience working in an Agile environment with tools such as Microsoft Azure DevOps.
• Prior experience supporting government agencies or contracts.
• Strong organizational and analytical skills; ability to manage multiple tasks and priorities in a dynamic environment.

Requirements

• Must be able to obtain and maintain a USPS Sensitive Clearance.
• Must be a U.S. Citizen.

Preferred Requirements

• ServiceNow Certified System Administrator
• ServiceNow Certified Application Developer
• ITIL Foundation Certification

Benefits

• Competitive benefits such as best-in-class medical, dental and vision plan choices.
• Wellness resources and employee assistance programs.
• Savings Plan Options (401(k)) and financial planning tools.
• Life insurance and employee discounts.
• Paid holidays and paid time off.
• Tuition reimbursement and scholarships for early childhood and post-secondary education.
• Bonus/other non-recurrent compensation may be offered for qualified positions.