Triage, resolve, and document ServiceNow tickets for sites, lists, libraries, permissions, workflows, and Power Platform apps within service levels; escalate Tier 3 issues.
Execute and track agency-requested web changes submitted through ServiceNow.
Perform Section 508 / WCAG 2.0 A-AA conformance testing of pages, web parts, Power Apps, and Power BI reports using approved ICT test methods; document findings and remediation.
Support development with site and environment provisioning, list schemas and content types, Power Automate flow maintenance, and unit testing.
Assist content migration, site cleanup, and inactive-site remediation under the governance program.
Maintain knowledge-base articles for recurring ticket types; contribute ticket and 508 metrics to the monthly report.
Provide scheduled coverage during core hours (0730 1800 ET, Monday Friday).
B. Experience and Qualifications
2+ years supporting or developing on SharePoint Online (permissions, lists/libraries, modern pages, Power Automate).
1+ year using ServiceNow or a comparable ITSM tool under ITIL-style incident and request processes.
Hands-on accessibility testing experience, or completion of Trusted Tester certification within 90 days of start.
Associate's or Bachelor's degree in IT or related field (or equivalent experience).
Certification: Microsoft 365 Fundamentals (MS-900) and Power Platform Fundamentals (PL-900), or a SharePoint/Teams administrator-track certification; DHS Trusted Tester. Preferred: Power Platform App Maker Associate (PL-100).
Eligible for a federal Public Trust background investigation and PIV credential.
C. Skill Sets
Technical Skills
SharePoint Online site administration: permissions, groups, sharing, navigation, modern pages