ServiceNow / ENT Tools Lead

GovCIO is hiring a ServiceNow / ENT Tools Lead to lead the design, configuration, and administration of mission-critical IT service management systems. This role supports strategic digital transformation initiatives and ensures operational excellence in ServiceNow and related enterprise platforms used throughout the agency. This position will be located in Washington, DC and is a hybrid remote position.

• Serve as the technical lead and subject matter expert for the ServiceNow platform, ensuring alignment with USSS mission requirements.
• Provide system administration, enhancement, and configuration support for ServiceNow modules, including but not limited to Incident, Problem, Change, Request, Asset, CMDB, Knowledge, and Service Portal.
• Support integration and performance of enterprise monitoring and automation tools (e.g., SolarWinds, Splunk, Dynatrace, Tanium, SCCM).
• Coordinate with USSS stakeholders to define business and functional requirements and translate them into technical solutions.
• Manage platform upgrades, patching cycles, and ensure compliance with cybersecurity policies and FedRAMP standards.
• Develop, maintain, and update workflows, reports, dashboards, and automated processes in ServiceNow.
• Collaborate with cross-functional IT teams to ensure interoperability and data integrity across enterprise tools.
• Assist in quality assurance (QA) efforts, including testing, validation, and user acceptance testing (UAT) for new releases and platform changes.
• Provide technical mentorship, documentation, and training for USSS personnel and junior administrators.
• Monitor platform health and service levels, and proactively address performance and availability issues.

Bachelor's with 12+ years (or commensurate experience)

Required Skills and Experience

• 10+ years of experience in enterprise IT support with a focus on ServiceNow administration and configuration.
• 5+ years of experience supporting or integrating enterprise tools (e.g., monitoring, endpoint management, automation platforms).
• ServiceNow Certified System Administrator (CSA) required; Advanced certifications (CIS-ITSM, CIS-Discovery, CAD) highly preferred.
• Demonstrated experience implementing ServiceNow best practices in federal environments.
• Strong understanding of ITIL frameworks and enterprise ITSM/ITOM principles.
• Excellent communication skills with ability to convey complex technical information to non-technical stakeholders.

Clearance Required: US citizenship is required to acquire a Top Secret Clearance. 

Preferred Skills and Experience

• Experience working within a federal law enforcement or national security environment.
• Familiarity with NIST, FISMA, and other federal security and compliance frameworks.
• Experience in Agile, DevSecOps, or IT modernization projects in a federal context.
• Scripting experience with JavaScript, PowerShell, or Python for automation and integration.