ServiceNow Systems Engineer

About Us
Venatore is a woman-owned small business headquartered in Tampa, Florida, providing mission-driven technology and professional services to federal defense and civilian agencies. We deliver expertise in information technology, engineering, logistics, and program support to help our clients achieve operational excellence and mission success.

About the Job
The ServiceNow Systems Engineer supports the development, test, and production ServiceNow environments for the USCENTCOM Information Technology Services (CITS) Program, directly supporting the USCENTCOM J6. This position is based in Tampa, FL and is responsible for sustaining and enhancing ServiceNow capabilities within a classified environment, ensuring system stability, integration, and alignment with enterprise IT service management objectives. The role supports ongoing operations, maintenance activities, and projects while collaborating closely with technical teams, stakeholders, and end users.

Responsibilities
ServiceNow Platform Engineering & Administration

• Maintain and support ServiceNow development, test, and production environments.

• Perform system maintenance, workflow development, bug fixes, enhancements, and platform upgrades.

• Configure and customize core ServiceNow applications, including Incident, Problem, Change, Request, and Service Catalog, in accordance with best practices.

• Configure application fields, forms, views, email notifications, access controls, and acceptance roles.

Systems Integration & Cloud Support

• Collaborate with the CITS Cloud team to implement ServiceNow solutions and integrations with other enterprise systems in a classified Impact Level 6 (IL6) environment.

• Support technical implementation activities to ensure interoperability and system reliability.

ITOM, ITAM & SPM Support

• Assist with the implementation and support of IT Operations Management (ITOM) and IT Asset Management (ITAM) capabilities, including discovery, asset management, service mapping patterns, and event management.

• Configure and maintain ServiceNow Strategic Portfolio Management (SPM) modules, supporting Agile Development, Demand Management, Project Management, Portfolio Management, and Resource Management.

• Develop dashboards, KPIs, and reports to provide visibility into portfolio performance, risks, and opportunities.

Database & System Stability

• Work with database administrators to support MariaDB, including installation, optimization, indexing, and coding.

• Monitor system stability to prevent service degradation or interruption.

• Conduct risk assessments to identify potential gaps and recommend mitigation strategies.

Process Improvement & Customer Support

• Support the CSI Lead by evaluating recommended initiatives and driving delivery of advanced ITSM processes and tooling solutions aligned to customer use cases.

• Assist in delivering enterprise best practices aligned with ITIL, Agile, and PMBOK frameworks.

• Maintain customer relationships in support of lifecycle replacement of IT hardware across the enterprise.

• Work directly with end users to resolve ServiceNow-related support issues and provide guidance on SPM functionality and best practices.

• Ensure consistent and regular attendance and perform other related duties as assigned.

Required Qualifications

• Bachelor’s degree in computer science, information systems, or a related field, plus at least 8 years of relevant experience.

• 3–5 years of hands-on experience administering and maintaining the ServiceNow platform.

• ServiceNow Certified System Administrator (CSA) certification.

• Strong hands-on experience with MariaDB, including installation, database optimization, and indexing.

• ITIL v4 Foundation certification.

• Applicable DoD 8140 or DoD 8570 certification.

• Active TS/SCI security clearance.

Preferred Qualifications

• ServiceNow ITSM Implementer certification.

• Experience applying best-practice engineering methodologies.

• Demonstrated knowledge of Incident, Problem, Change, Knowledge Management, and Request Fulfillment processes.

• Hands-on experience with ServiceNow development technologies, including HTML, CSS, AngularJS, Jelly scripts, and RESTful API web services.

• Willingness to travel up to 10% annually, including OCONUS travel, to support USCENTCOM exercises.