Tier 0 ServiceNow Administrator / Self-Service Specialist (Senior)

Computer World Services, Corp. (CWS) seeks a Tier 0 ServiceNow Administrator / Self-Service Specialist to manage and improve self-service capabilities for the USMEPCOM ENLIST program, administering the ServiceNow self-service experience, service catalog, knowledge content, ticket-routing rules, approved workflows, dashboards, and automation.

The specialist works with the Service Desk, ITSM process owners, technical teams, and Government stakeholders to convert recurring incidents and requests into reusable knowledge, guided self-service, and approved automated resolutions, using service data to reduce avoidable tickets, improve routing accuracy, and strengthen the customer experience.

• Administer and maintain the ServiceNow self-service portal or employee-facing experience and Tier 0 capabilities.
• Maintain service-catalog items, record producers, forms, variables, categories, and fulfillment information.
• Configure ticket-routing rules, assignment logic, notifications, and escalation workflows so self-service submissions are correctly categorized, prioritized, and routed.
• Maintain approved workflows and automations for common requests, coordinating with ServiceNow developers when custom development or integration is required.
• Convert technical procedures and SME input into clear customer guidance; create, publish, and retire knowledge articles; and maintain ownership, review dates, metadata, and approvals.
• Review content for accuracy, accessibility, and security, ensuring no sensitive system, security, or personal information is exposed.
• Monitor knowledge gaps and search behavior, and develop troubleshooting guides, FAQs, decision trees, and guided-resolution content.
• Configure dashboards and reports tracking self-service adoption, knowledge use, deflection, routing accuracy, reassignment, and abandonment.
• Analyze misrouted or incomplete submissions and improve associated forms and rules; identify high-volume, low-complexity requests suitable for automation and document requirements and acceptance criteria.
• Configure approved changes, develop and execute test cases, coordinate user acceptance testing, support controlled releases, and validate functionality after upgrades and patches.
• Coordinate with the Service Desk Lead and ITSM process owners, and convert approved known errors into searchable self-service guidance.
• Maintain configuration documentation and procedures, report Tier 0 metrics for Monthly Status Reports, and train content owners and service-desk personnel.

• Required: Current ServiceNow Certified System Administrator (CSA) certification.
• Preferred: ITIL 4 Foundation; ServiceNow Certified Application Developer or implementation-specialist certification.

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at hr@cwsc.com.