ServiceNow Enterprise Tools Manager

Overview

GovCIO is seeking a skilled ServiceNow Enterprise Tools Manager to spearhead the design, configuration, and administration of essential IT service management systems. This role is pivotal in supporting transformative digital initiatives and ensuring operational excellence in ServiceNow and related enterprise platforms utilized across the agency. The position will be based in Washington, DC and is hybrid remote.

Responsibilities

• Serve as the technical lead and subject matter expert for the ServiceNow platform, guaranteeing alignment with USSS mission requirements.
• Provide system administration, enhancement, and configuration support for ServiceNow modules, including Incident, Problem, Change, Request, Asset, CMDB, Knowledge, and Service Portal.
• Support integration and performance of enterprise monitoring and automation tools (e.g., SolarWinds, Splunk, Dynatrace, Tanium, SCCM).
• Coordinate with USSS stakeholders to define business and functional requirements and translate them into technical solutions.
• Manage platform upgrades, patching cycles, and ensure compliance with cybersecurity policies and FedRAMP standards.
• Develop, maintain, and update workflows, reports, dashboards, and automated processes in ServiceNow.
• Collaborate with cross-functional IT teams to ensure interoperability and data integrity across enterprise tools.
• Assist in quality assurance (QA) efforts, including testing, validation, and user acceptance testing (UAT) for new releases and platform changes.
• Provide technical mentorship, documentation, and training for USSS personnel and junior administrators.
• Monitor platform health and service levels, and proactively address performance and availability issues.

Qualifications

Bachelor's degree with 12+ years of relevant experience.

Required Skills and Experience

• 10+ years of experience in enterprise IT support focusing on ServiceNow administration and configuration.
• 5+ years of experience supporting or integrating enterprise tools (e.g., monitoring, endpoint management, automation platforms).
• ServiceNow Certified System Administrator (CSA) is required; Advanced certifications (CIS-ITSM, CIS-Discovery, CAD) are highly preferred.
• Proven experience implementing ServiceNow best practices in federal environments.
• Strong understanding of ITIL frameworks and enterprise ITSM/ITOM principles.
• Excellent communication skills with the ability to convey complex technical information to non-technical stakeholders.

Clearance Required: US citizenship is required to obtain a Top Secret Clearance.

Preferred Skills and Experience

• Experience working within a federal law enforcement or national security environment.
• Familiarity with NIST, FISMA, and other federal security and compliance frameworks.
• Experience in Agile, DevSecOps, or IT modernization projects in a federal context.
• Scripting experience with JavaScript, PowerShell, or Python for automation and integration.

Company Overview

GovCIO is a collective of innovators—individuals who are passionate about transforming government IT. Each day, we positively impact by delivering innovative IT services and solutions that enhance how government agencies operate and serve our citizens.

We need exceptional talent to help us achieve our mission. Are you ready to join our team of transformers?

What You Can Expect

Interview & Hiring Process

If selected for advancement in the hiring process, you can expect the following:

• Virtual video interview conducted by the hiring manager and/or team.
• Camera must be on during the interview.
• A valid photo ID must be presented at each interview.
• During the Hiring Process
• Enhanced Biometrics ID verification screening.
• Background check which includes:
• Criminal history (past 7 years).
• Verification of your highest level of education.
• Verification of your employment history (past 7 years), based on provided application information.

Employee Perks

At GovCIO, we frequently hear that meaningful work and a collaborative team environment are key reasons for employee satisfaction. Our staff enjoys a range of perks and benefits that support both personal and professional well-being, including:

• Employee Assistance Program (EAP).
• Corporate Discounts.
• Learning & Development platform, including certification preparation content.
• Training, Education, and Certification Assistance (available to full-time employees).
• Referral Bonus Program.
• Internal Mobility Program.
• Pet Insurance.
• Flexible Work Environment.

Our employees' unique talents and contributions are the driving force behind our success in supporting our customers, ultimately fueling our company's success as well. Join us and become part of a culture that invests in its people and emphasizes continuously enhancing the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Salary Range

The posted salary range reflects the expected range for this position at commencement, but base pay may vary based on individual factors such as market location, job-related knowledge, skills, education, experience, and internal equity. Total compensation may also include additional elements, discussed during the hiring process. If hired, the employee is in an 'at-will position' and GovCIO reserves the right to modify base salary and any discretionary payment or compensation program at any time.

Posted Salary Range

USD $155,000.00 - USD $165,000.00 /Yr.

Location: Washington, DC

ID: 2025-6173

Category: Information Technology

Position Type: Full-Time