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