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ServiceNow Manager

Job ID: 2013471
Location: WRIGHT-PATTERSON AFB, OH, United States
Date Posted: Aug 31, 2020
Category: Engineering and Sciences
Subcategory: Systems Engineer
Schedule: Full-time
Shift: Day Job
Travel: Yes, 25 % of the Time
Minimum Clearance Required: Interim Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Remote Work: Yes

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Job Description



SAIC is searching for a ServiceNow Manager to join our team supporting the DoD High Performance Computing Modernization Program (DoD HPCMP). This person will lead a team of ServiceNow administrators, analysts and engineers in a highly professional, service oriented environment supporting operations, maintenance and development of customer-hosted instances of ServiceNow.

This is a remote / virtual / work from home position that can be accomplished from anywhere in the continental US, but proximity to the Air Force Research Laboratory (AFRL) DoD Distributed Supercomputing Resource Center (DSRC) located at Wright Patterson Air Force Base, Ohio would be desired for customer interaction.

The ServiceNow Manager performs a critical management role ensuring that the technology ServiceNow IT support processes and workflows are working effectively, reliably, and efficiently to meet service objectives and customer expectations. This position offers the chance to improve the speed, efficiency, and usability of HPC systems and services.


Essential duties of this position include:

  • Analysis of requests for enhancements to the system based on evaluation of the business needs and alignment with system / process best practices.
  • Determine and document user requirements for business processes and abide by those requirements for future projects

  • Estimation of level of effort and schedule for work orders.

  • Collaboration with technical staff and non-technical staff through solution iterations, and acceptance.

  • Clearly and regularly communicate with management and technical support colleagues

  • Create direct channels of communication to software and application developers that get the job done within required timelines

  • Implement a management plan for each project and hold regular stakeholder meetings to keep all interested parties updated in project progress

  • Test and maintain software products to ensure strong functionality and optimization

  • Implementation, maintenance, and enhancement of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, and Reporting.

  • Service-Now configuration and customization including, but not limited to: Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, data imports.

  • Activation of new customers –projects that include data migration, integrations, system configurations, development of service catalog and portal, training, and go-live. 


Required Education and Experience: 


Bachelor's degree in Computer Information Systems, Management Information Systems, Computer Science or other related field/concentration and 5+ years’ experience working in ServiceNow as an administrator or as a beginning ServiceNow developer.


Clearance: MUST posses an active Secret security clearance


Required Qualifications:

  • Experience developing in COTS or custom built software that uses a relational database.
  • Working knowledge of web applications, networks, protocols and email (SMTP, POP3)

  • Experience defining business requirements, analysis and design of possible solutions, estimation of level of effort and hours required to complete the work.

  • Ability to work independently and multi-task effectively

  • Demonstrated understanding of projects from the perspective of both client and business

  • Flexible and willing to accept a change in priorities as necessary

  • Strong attention to detail

  • Detailed analytical abilities

Desired Qualifications

  • ITIL Foundations V3 Certificate or 2 or more years of ITIL and related process experience
  • Strong experience in user testing and project management

  • Experience developing reports, dashboards, working with reporting tools and concepts

  • Experience with data migration, data management, developing transform maps, and scripts for use in migrating data from excel spreadsheets and databases, establishing successful data feeds.

  • Experience with ServiceNow Service Catalog Development

  • Familiarity/experience with formal project management processes (PMI PMBoK)

Other Requirement:

  • May require occasional travel (20%)


SAIC is a premier technology integrator solving our nation's most complex modernization and readiness challenges. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes high-end solutions in engineering, IT, and mission solutions. Using our expertise in existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has pro forma annual revenues of nearly $7.1 billion. For more information, visit For ongoing news, please visit our newsroom. For SAIC benefits information, see Working at SAIC. EOE AA M/F/Vet/Disability

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