Pyramid Systems, Inc.

ServiceNow Administrator

Posted Date 3 weeks ago(5/16/2023 11:42 AM)
Job ID
# of Openings
Software Development


Pyramid is seeking a talented Senior ServiceNow Administrator to join our technical operations team on a contract supporting Department of Homeland Security. The ServiceNow Administrator will play a role in supporting ServiceNow in a dynamic 24/7/365 enterprise environment. In this role, you’ll be responsible for supporting the ServiceNow change requests, dashboards, improvements, fixes, and overall structure and operations.


  • Perform account management tasks including the creation and deletion of accounts, adding roles, creation (and management) of groups and other entitlements within the platform.
  • Design service catalog items in accordance with customer requirements.
  • Publish and maintain service catalog items.
  • Manage user experiences within the Now platform via homepages, dashboards, and workflows.
  • Manage core foundation data, tables & columns, and configuration item (CI) classes.
  • Create and maintain CI relationship data.
  • 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.
  • Assist with the overall structure and content of the system, documentation, creation of knowledge articles, working direction with customers and fulfillment of services including Incident and Request tickets.
  • Accurately create, test, and manage update sets in a high paced environment.
  • Use best business practices to configure tables, forms, and workflows.
  • Consult on creation and modification of business processes based on knowledge of the platform.
  • Assist in knowledge sharing to ensure Standard Operating Procedures (SOP), user guides, how-to documentation is up to date.
  • Works closely with ServiceNow leadership team to support the DHS customer and their needs.
  • Other duties as assigned


  • Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD) - Active EOD preferred
  • B.A./B.S. or equivalent + 10 years of experience
  • One or more active ServiceNow certifications
  • Strong, up to date, working knowledge of ServiceNow modules and applications: Service Catalog(s), Change, Incident, Problem, Knowledge, User and Asset Management
  • Intermediate level knowledge in ITIL practice areas
  • Successful problem solving and debugging skills. Ability to analyze, trouble shoot and resolve issues quickly in the ServiceNow instances
  • Experience working in an iterative and agile development environment

Prefered Qualifications:

  • Previous DHS or DoD experience
  • ITIL Release, Control, and Validation
  • ServiceNow Certified System Administrator
  • HTML/CSS experience
  • Proficiency in Javascript is a plus
  • Familiar with SDLC, Agile development methodologies


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