ServiceNow Help Desk Administrator (Secret Clearance Required)

We have an immediate opportunity for a ServiceNow Help Desk Administrator to join our talented team in support of a Federal client. Responsibilities include support in overseeing and managing a geo-graphically dispersed, multi-disciplined technical team providing end user help desk support services. The successful candidate will have prior experience providing technical support and managing similar tasks, developing schedules for program or project activities, and providing recommendations or alternative solutions to manage program, project, and technical risks.

Responsibilities:

Support and document the initiation, execution, and closing activities for a program/project(s) and support activities.
• Ensure performance metrics are met or exceeded.
• Develop and maintain program support artifacts throughout the lifecycle of the initiative.
• Ensure constant and proactive communication with customers, team members, and subcontractors to actively mitigate any issues or concerns.
• Simulates and recreates user issues to resolve operational difficulties.
• Recommends system modifications, if required, to reduce user problems.
• Escalates more complex issues, as appropriate, to senior level technicians.
• Provide user administration support such as the addition/deletions of users to Tool projects and modules, and the configuration of user permissions at the module, object, attribute, and equivalent levels. This includes the user IDs and passwords, if required
• Evaluate, respond to and trouble-shoot technical issues from users
• Report on user access, license utilization, capacity utilization; assists with inputs to the annual product licensing analysis
• Archive, restore, and version Tool projects, backups, change proposal system partitions, and certain modules, as directed
• Automate and maintain audit and log reports

Required

• Bachelor's degree in related field
• 3 years of relevant, applicable professional experience in managing end user IT support services
• Possess Active Secret Clearance
• Experience with managing customer expectations and delivering the highest level of quality customer service

Preferred

• ITIL Certification (preferred)
• CompTIA A (preferred)
• Previous Federal Consulting Experience

#LI-Remote

Perks of working at NetImpact Strategies

• Your health comes first - we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team

• Invest in your future - 401(k) Plan - Immediately vested employer contributions; no matching required

• Work hard, play hard - we offer a generous Paid Time Off (PTO) policy, one (1) additional day of paid wellness leave per calendar year, and observe ten (10) federal holidays

• Pawsitively pawesome - Pet Insurance (because our little critters are part of our families, too!)

• Invest in your education - Tuition reimbursement, internal training programs, & company-sponsored industry certifications!

• Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019, 2021,2022, 2023, & 2024!

• Have fun and celebrate and give back - Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more!

ABOUT US

NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements. We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. NetImpact's core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government.

ACCESSIBILITY NOTE

NetImpact Strategies is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended ("ADA"), and applicable state and local laws. It is NetImpact's policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual's disability. Consistent with this policy of non-discrimination, NetImpact will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made NetImpact aware of his/her disability, unless doing so would cause undue hardship to NetImpact. If you are an applicant and need reasonable accommodation when applying for job opportunities within NetImpact, or request reasonable accommodation to utilize NetImpact's online employment application, please contactcareers@netimpactstrategies.com.

EQUAL OPPORTUNITY EMPLOYER

NetImpact is committed to the development of a creative, diverse, and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at NetImpact will be based on merit, qualifications, and abilities. NetImpact does not discriminate against any person because of race, color, creed, religion, sex (including gender identity, sexual orientation, and pregnancy), marital status, national origin, disability, age, veteran status, genetic information or any other characteristic protected by federal, state, and local laws (referred to as "protected status").