IT System Administration - Senior/Specialist (ServiceNow System Administrator )

IT System Administration - Senior/Specialist (ServiceNow System Administrator )

Salary

$94,620.00 - $127,248.00 Annually

Location

Thurston County - Olympia, WA

Job Type

Full Time - Permanent

Remote Employment

Flexible/Hybrid

Job Number

2026-08113

Department

Dept of Children, Youth, and Families

Division

Information Technology

Opening Date

11/05/2026

Closing Date

11/19/2026 11:59 PM Pacific

• Description
• Benefits
• Questions

Description

Our vision is to ensure that "Washington state's children and youth grow up safe and healthy -thriving physically, emotionally, and academically, nurtured by family and community."

Job Title: IT System Administration - Senior/Specialist (ServiceNow System Administrator)

Location: Thurston County - Olympia, Washington

Closes: November 18th, 2026

Salary: $94,620.00 - $127,248.00 Monthly

This position is a critical member of the DCYF IT Operations team and serves as the primary administrator and technical authority for the ServiceNow platform, a foundational enterprise system supporting IT service delivery, workflow automation, business operations, and organizational efficiency across the Department. The position is responsible for maintaining the stability, functionality, security, and continuous improvement of a platform that enables DCYF to effectively manage technology services and support the agency's mission to protect children and strengthen families. As a key role within IT Operations, the position reports to the IT Supervisor for Content Management, who reports to the Senior Manager of IT Operations, under the direction of the Deputy Chief Information Officer and Chief Information Officer.

Click here to learn more about DCYF.

The Opportunity:

The Senior ServiceNow System Administrator serves as the technical and strategic lead for the organization's ServiceNow platform, with primary responsibility for platform administration, governance, standards development, innovation, and continuous improvement. This position partners closely with HR, IT, business stakeholders, vendors, and leadership to ensure the ServiceNow platform delivers secure, scalable, and AI-enabled business solutions.

Some of what you will get to do:

• Serve as the senior administrator and technical lead for the ServiceNow platform.
• Develop, implement, and maintain platform governance, architecture standards, and operational procedures.
• Establish enterprise standards supporting both HR Service Delivery (HRSD) and IT Service Management (ITSM) capabilities.
• Ensure platform configurations align with organizational goals, security requirements, and ServiceNow best practices.
• Develop roadmaps that align platform investments with organizational strategic objectives.
• Partner with HR, IT, security, governance, and business stakeholders to design and deliver enterprise solutions.
• Facilitate cross-functional discussions to align business needs with technical capabilities.
• Oversee platform enhancements and ensure adherence to established standards.
• Support incident resolution, root-cause analysis, and continuous service improvement.
• Lead organizational change initiatives associated with ServiceNow implementations and enhancements.
• Communicate platform strategy, priorities, risks, and decisions in a transparent and timely manner.
• Develop communication plans and stakeholder engagement strategies.
• Establish performance metrics and dashboards to evaluate platform effectiveness.
• Identify opportunities to streamline processes and improve service delivery.

Required Qualifications:

Bachelor's degree in information technology, Computer Science, Business Administration, Human Resources Information Systems, or related field AND two (2) years of system administrator experience.

• OR Equivalent combination of education and experience.

AND

• The ability to take action to learn and grow
• The ability to take action to meet the needs of others.

Additional qualifications required:

Experiences:

Six (6) or more years of progressively responsible ServiceNow administration experience.

AND

Experience supporting enterprise-level ServiceNow environments.

AND

Experience working with both HR and IT service delivery processes.

Technical Skills

• Advanced ServiceNow administration expertise.
• Experience administering ITSM and HRSD modules.
• Experience with ServiceNow platform governance and standards development.
• Knowledge of integrations, APIs, security models, and data governance.
• Experience with workflow automation and process optimization.
• Experience implementing and supporting AI-enabled platform capabilities.
• Strong understanding of platform architecture and release management.

Leadership Skills

• Demonstrated ability to lead enterprise initiatives without direct authority.
• Strong stakeholder management and facilitation skills.
• Ability to drive organizational change and adoption.
• Excellent written and verbal communication skills.
• Ability to influence strategic decision-making.

Desirable/Preferred Qualifications:

• Certifications
• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD).
• ServiceNow Certified Implementation Specialist certifications.
• ServiceNow Certified Technical Architect or equivalent advanced certification.
• ITIL Foundation or higher certification.

Experience

• Experience implementing ServiceNow AI, Predictive Intelligence, Virtual Agent, Now Assist, or other AI-driven capabilities.
• Experience with enterprise platform governance programs. • Experience leading digital transformation initiatives.
• Experience supporting public sector, healthcare, higher education, or large enterprise environments.
• Experience managing ServiceNow roadmaps and platform strategy.

Technical Skills

• ServiceNow Flow Designer.
• IntegrationHub.
• CMDB governance.
• Service Portal or Employee Center.
• Performance Analytics.
• Knowledge of enterprise architecture frameworks.
• Experience with Agile product delivery methodologies

How do I apply?

Complete your applicant profile on careers.wa.gov and attach the following documents:

• Current resume detailing experience and education.
• Letter of Interest that details how you meet the qualifications for the position.

Supplemental Information:

The Department of Children, Youth, and Families (DCYF) is committed to Washington's children and youth growing up safe, healthy, and thriving. We invite all candidates to join us in our mission to create a diverse and equitable workplace that reflects the communities we serve. If you are excited about this role but you believe that your education and/or experience might not align perfectly with every qualification in the job posting, we encourage you to apply anyway.

The Department of Children, Youth, and Families (DCYF) is an equal opportunity employer and does not discriminate on the basis of age, sex, marital status, sexual orientation, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained service animal by a person with a disability.

This recruitment may be used to fill multiple vacancies.

For more information about this position or if you need an accommodation throughout the application/interview process, please contact DCYF recruiter. If youre experiencing technical difficulties creating, accessing or completing your application, call NEOGOV toll-free at (855) 524-5627 or emailsupport@neogov.com. Persons needing accommodation in the application process or this announcement in an alternative format may call the Telecommunications Device for the Deaf (TDD) at 360-664-1960.

Applicants who meet the minimum qualifications and wish to claim Veterans Preference MUST attach a copy of their DD214, NGB Form 22 or Predischarge Certification (issued not more than 120 days prior to End of Term of Service (ETS) by date of submission). If claiming preference based on Predischarge Certification, individual will be required to provide their official discharge documentation, such as a DD form 214, NGB form 22, or equivalent, within 30 days after the date of discharge. Please blackout (redact) the social security number before attaching any documents. For additional information on Veterans Preference and guidance on how to determine if you are eligible, click here.

DCYF participates in the federal E-Verify program. The selected candidate must provide proof of identity and authorization to work in the United States, consistent with E-Verify requirements, on their first day of employment.

More than Just a Paycheck!

Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. Thats why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:

The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits

Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation

State Employees are members of the Washington Public Employees Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security

All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness

If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays

Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave

Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)

Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave

Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave

Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave

Leave Sharing

Parental Leave

Family and Medical Leave Act (FMLA)

Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026

01

Which of the following best describes how you qualify for this position:

• Equivalent combination of education and experience totaling six (6) years.
• Bachelor's degree in information technology, Computer Science, Business Administration, Human Resources Information Systems, or related field AND two (2) years of system administrator experience.
• None of these.

02

Which of the following matches your years' experience with custom development in ServiceNow?

• Less than one (1) year of this experience.
• One (1) to two (2) years of this experience .
• Two (2) to three (3) years of this experience.
• Three (3) to four (4) years of this experience,
• Five (5) years or more of this experience.

03

Which of the following best describes your level of experience with ServiceNow Workflow Studio or Flow Designer?

• Less than one (1) year of this experience.
• One (1) to two (2) years of this experience.
• Two (2) to three (3) years of this experience.
• Three (3) to four (4) years of this experience.
• Five (5) years or more of this experience.

04

Which statement best describes your experience with ServiceNow family upgrades and patching?

• I have used an instance that was upgraded by others and had no role in the upgrade.
• I have participated in upgrade testing or resolved skipped records assigned to me during an upgrade led by someone else.
• I have led at least one family release upgrade end to end: planning and scheduling, cloning production to sub-production, reviewing and resolving skipped records, regression testing with Automated Test Framework or manual test plans, communicating with stakeholders, and completing go-live.
• I have led multiple family upgrades and patches on a regular cadence, established the organizations upgrade process (readiness checks, an ATF regression suite, skipped-record triage standards, and customization reduction), and kept the instance within one release of current.
• None of the above

05

Which statement best describes your experience with custom development and integration in ServiceNow?

• I configure the platform without scripting and have built simple flows; I have less than one (1) year of custom development experience.
• I write business rules, client scripts, UI policies, and simple script includes, and build flows with multiple actions; I have one (1) to two (2) years of custom development experience.
• I build scoped applications, script includes and server-side logic with GlideRecord and GlideAjax, Scripted REST APIs, and inbound and outbound REST integrations using IntegrationHub spokes, and build Workflow Studio flows with subflows and custom actions; I have two (2) to five (5) years of custom development experience.
• I design the organizations integration architecture (MID Server, REST and SOAP, LDAP, SSO, Entra ID), build custom applications with App Engine Studio, set coding standards and run code review, and mentor other developers; ; I have two (2) to five (5) years of custom development experience.
• None of the above

06

IT is often constantly evolving. How do you rate your ability in partnering with stakeholders to translate business needs into technical designs?

• Willing (Little or no experience or training regarding this competency, but interested and willing to learn).
• Developing (Developing knowledge and skills regarding this competency through completion of an employer sponsored training or higher education program, OR through at least 6 months of experience applying the competency in the workplace).
• Skilled (Successfully and regularly applied the competency in the workplace. Recognized by others as demonstrating ample knowledge and skills regarding the competency. Generally, this is achieved through 1 to 3 years of experience).
• Expert (Application of this competency is polished to excellence and is extensive in nature. Recognized by others as demonstrating exceptional knowledge and skills regarding this competency. Generally, this is achieved through 3 or more years of experience).
• None of the above

07

If you indicated that you have experience partnering with stakeholders to translate business needs into technical designs, please explain your experience. If you answered no, please type N/A in the text box below.

08

Describe how you keep an instance healthy: the Instance Scan or health findings you have remediated, a customization you reverted or replaced with out-of-box functionality, and how update sets and changes are controlled on your current team.

09

Which of the following ServiceNow applications and capabilities have you implemented, configured, or administered as the lead? Select all that apply. Select only the items for which you were the lead, not a participant.

• ITSM core: Incident, Problem, Change, and Knowledge Management
• Service Catalog and Request Management (catalog items, record producers, variable sets, order guides)
• CMDB and CSDM (CI classes, relationships, data health, Discovery or Service Mapping)
• Flow Designer and Workflow Studio, including Integration Hub spokes
• Automated Test Framework (test suites used for upgrade regression)
• Upgrade Center and Instance Scan
• Service Portal or Employee Center
• Performance Analytics and reporting
• HR Service Delivery
• Customer Service Management
• Strategic Portfolio Management or Project Portfolio Management
• IT Operations Management (Event Management, Discovery, MID Server)
• Security Operations or Integrated Risk Management
• App Engine Studio or custom scoped application development
• Virtual Agent, Now Assist, or other generative AI capabilities
• SSO, LDAP, or Entra ID integration and user provisioning
• Mobile applications (Now Mobile or Agent Mobile)
• None of the above

10

How did you hear about this career opportunity (select all that apply)?

• Washington States career website: www.careers.wa.gov
• Washington State Work Source office or website (Go2WorkSource.com)
• Washington State employee
• DCYF Recruiter
• College/university career fair or website
• Diversity network meeting/event
• Indeed
• LinkedIn
• ZipRecruiter
• Handshake
• Other

11

If you selected College/university career fair or website, Diversity network meeting/event, Online job boards, or Other above, please specify which college, university, diversity network meeting/event, online job boards and/or describe Other below.

Required Question

Employer State of Washington

Address View Job Posting for Agency Information

View Job Posting for Location, Washington, 98504

Website http://www.careers.wa.gov