Servicenow csm administrator

Quantum Research International, Inc. (Quantum) provides our national defense and federal civilian and industry customers with services and products in the following main areas: 1) Cybersecurity and Information Operations; 2) Space Operations and Control; 3) Aviation Systems; 4) Ground, Air and Missile Defense, and Fires Support Systems; 5) Intelligence Programs Support; 6) Experimentation and Test; 7) Program Management; and (8) Audio/Visual Technology Applications. Quantum's Corporate Office is located in Huntsville, AL, but Quantum actively hires for positions nationwide and internationally. We pride ourselves on providing high quality support to the U.S. Government and our Nation's Warfighters. In addition to our corporate office, we have physical locations in Colorado Springs, CO; Crestview, FL; Orlando, FL; and Tupelo, MS.

Mission:

Quantum Research International is seeking a highly skilled and experienced ServiceNow CSM (Customer Service Management) Administrator to join our team supporting a high-priority government program. The ideal candidate will be responsible for the administration, configuration, maintenance, and optimization of the ServiceNow CSM platform in a secure, classified environment. This role requires deep technical expertise in ServiceNow, strong customer service process knowledge, and the ability to work with sensitive data under strict security protocols.

Responsibilities:

• Administer and maintain the ServiceNow CSM application, including instance strategy, upgrades, patching, and performance tuning.
• Configure and customize CSM modules: Case Management, Account & Contact Management, Service Catalog, Knowledge Management, Playbooks, Agent Workspace, and related CSM features.
• Manage user roles, groups, ACLs, and security configurations in compliance with security policies.
• Develop and maintain integration between ServiceNow CSM and other enterprise systems.
• Create and manage workflows, business rules, client scripts, UI policies, and scripted REST APIs.
• Support CSM process automation, SLAs, reporting, and dashboards.
• Perform data management, imports/exports, and data quality initiatives while adhering to data handling and classification standards.
• Troubleshoot complex platform issues and provide Tier 3/4 support.
• Collaborate with stakeholders, developers, and architects to gather requirements and implement enhancements.
• Ensure platform compliance with organizational security policies, change management, and audit requirements.
• Document configurations, processes, and customizations.

Required Skills and Qualifications

• Security Clearance: Ability to acquire Top Secret (TS) clearance with current SCI eligibility or active TS/SCI.
• 4+ years of hands-on experience as a ServiceNow Administrator, with at least 2+ years focused on Customer Service Management (CSM).
• ServiceNow Certified Administrator (CSA) certification required. ServiceNow CSM certification (or equivalent experience) strongly preferred.
• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience), MS a plus, years of experience and certification(s) in equivalent field may be considered in combination with experience.
• Strong understanding of ITIL v4 framework and service management best practices.
• Proficiency with ServiceNow scripting (JavaScript, Glide API, Jelly), Flow Designer, and Integration Hub.
• Experience with ServiceNow instance administration, cloning, and upgrade processes.
• Solid knowledge of relational databases, APIs, web services (REST/SOAP), and JSON.
• Excellent problem-solving, analytical, and communication skills.
• Ability to work independently and in a team environment within a classified setting.

Desired Skills and Qualifications

• ServiceNow Advanced Administrator or Architect certifications.
• Experience supporting federal government or DoD customers.
• Prior experience with ServiceNow CSM in a multi-instance or high-security environment.
• Knowledge of additional ServiceNow modules (ITSM, HRSD, GRC, or Field Service).
• Experience with MID Servers, Discovery, and CMDB in a secure environment.
• Familiarity with DevOps practices, CI/CD pipelines, and automated testing for ServiceNow (e.g., ATF).
• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Additional ServiceNow CIS certifications (e.g., CIS-CSM, CIS-ITSM, CIS-Discovery, CIS-CMDB, or CIS-HRSD).
• CompTIA Security+, CISSP, or other DoD 8570/8140-aligned certifications.
• ServiceNow Certified Implementation Specialist – Customer Service Management.

Equal Opportunity Employer/Affirmative Action Employer M/F/D/V: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity, or any other characteristic protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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