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IT Service Management Tool Suite Administrator

Job ID: 2303398
Location: REMOTE WORK, DC, United States
Date Posted: Mar 13, 2023
Category: Information Technology
Subcategory: Platform Engr
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: Remote
Benefits: Click here

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Job Description


SAIC is seeking a candidate to fill a lead role as IT Service Management Tool Suite Administrator in support of the Federal Aviation Administration.  This is a remote position that can be performed anywhere within the US during Eastern business hours.  This individual will lead and manage the ITSM O&M team. FAA is in the process of migrating the ITSM platform from BMC Remedy to ServiceNow.

Remote role anywhere within the US

An applicant will be required to provide services across the following ITSM modules: service desk; asset management; change management; knowledge management and service level management.  Applicant will support ITSM Tool Suite Administration, including manage license issuance and tracking; manage support and development licenses; and application Configuration.  Applicant will support ITSM Tool Suite Development: including enhancing ITSM existing workflows; upgrading and maintaining ITSM applications; preparing system documentation on revised applications along with knowledge sharing.  Daily Responsibilities will include interaction directly with the customer, tracking and management of team backlog tasks, collaboration with other teams supporting the mission and supporting ITSM administrative functions.  The IT Service Management Tool Suite Administrator is responsible for the capture, prioritization and coordination of tasks assigned by the customer and will support technical planning, high level and detailed requirements definitions, test planning and execution (to include use cases, test procedures and test data), software systems integration and technical support for software systems and subsystems.


Candidate will support the client through the migration from BMC Remedy to ServiceNow. Will require experience working with and developing in a variety of ServiceNow Modules. Advanced warehouse, data lake, data modeling and reporting capabilities a plus.

This role will also support ITSM upgrades, change requests, improvements, fixes and overall structure and operations, under task-based, SDLC and Agile methods. Must be knowledgeable in ITIL best practices and able to support strategic discussion and direction in evolving the service catalog, self-service capabilities, CMDB, asset, incident, problem, change, service level, knowledge, and request management design, workflow, implementation, and overall best practice. 


Required experience:

  • Bachelors and fourteen (14) years or more of related experience; Masters and twelve (12) years or more of related experience; PhD or JD and nine (9) years or more of related experience
  • Must be able to obtain a obtain public trust prior to start
  • Must have experience leading an ITSM team or equivalent, providing Service Management System administration services, with ServiceNow.
  • Must have experience managing SMS development activities and be proficient in applying the SDLC, Agile, and DevOps principles.
  • Must also have experience it implementing and supporting advanced reporting and performance analytics capabilities (i.e. Business Objects, Crystal Reports, SQL Server Reporting Services).
  • ITIL Foundations certification required. ITIL Expert and/or Managing Professional preferred.
  • At least 1 ITSM (ServiceNow) certification required

Knowledge and Skills Requirements:

  • Highly motivated, self-directed and responsible leader and contributor.
  • Effective communicator and relationship builder to system stakeholders and organizational leadership.
  • Be a team player, share knowledge, and learn from others.
  • Ability to ascertain information about current organizational processes and how to go about organizing and improving IT Service Management practices based on the feedback.
  • Proficiency in configuring ServiceNow and integrated systems including database, reporting, performance, discovery, and survey tools.
  • Design and develop ServiceNow for multi-tiered user support including Service Desk and IT Operations.
  • Ability to create, manage, administrate SQL database and programs that query and push data to a SQL database, XML file, and/or a data warehouse.
  • Backup and restore BMC Remedy System in high availability operations if required.


Target salary range: $125,001 - $150,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.


SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are approximately 26,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity, and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.4 billion. For more information, visit For ongoing news, please visit our newsroom.

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