Location: Remote but must reside in Mississippi or be close enough for on-site meetings as needed
Engagement Type: W2 contract only (no third parties or C2C)
Duration: Long-term, multi-phase contract
Start Date: ASAP

Overview

We're looking for a hands-on ServiceNow pro to take ownership of a recently launched ITSM platform and guide its evolution. You'll be the go-to expert for all things ServiceNow: keeping the system humming, handling enhancements, and prepping the platform for future growth. This is a high-impact, long-term engagement with a public-facing organization that values stability, structure, and smart problem-solving.

What You'll Be Doing

Platform Ownership

• Act as the primary admin for the ServiceNow ITSM environment
• Maintain system health and monitor daily performance
• Manage user permissions, groups, and access control

Issue Resolution

• Lead troubleshooting and root cause analysis for incidents
• Triage and manage incoming support tickets and requests
• Implement permanent fixes and streamline break/fix workflows

Development & Expansion

• Build and refine workflows, forms, business rules, UI elements, and catalog items
• Develop integrations with external systems as needed
• Create and maintain reports and dashboards for various stakeholders
• Support future module rollouts, including Public Sector Digital Services

Planning & Collaboration

• Work closely with IT leadership and business teams to understand needs and priorities
• Participate in roadmap discussions and planning sessions
• Coordinate with ServiceNow support and vendor teams

Training & Documentation

• Develop internal documentation, technical guides, and training materials
• Train internal staff on system use, capabilities, and new features

Must-Have Qualifications

• 3+ years of experience as a ServiceNow Administrator or Developer
• ServiceNow Certified System Administrator (CSA)
• Strong experience with the ITSM module: Incident, Problem, Change, Knowledge, Catalog
• Skilled in JavaScript, Glide scripting, and working with ServiceNow APIs
• Familiar with update sets, scoped apps, and platform integrations
• Ability to manage projects independently and juggle priorities
• Solid documentation and communication skills
• Prior experience supporting public sector or Medicaid-related environments

Nice-to-Have Experience

• ServiceNow Certified Application Developer
• Familiarity with Public Sector Digital Services or similar modules
• Experience preparing ServiceNow platforms for future growth

Next Step:
This role is ideal for someone who thrives in structure, enjoys solving complex platform challenges, and wants to shape how ServiceNow is used and expanded in a meaningful environment. If you're based in Mississippi (or nearby) and ready for a long-term engagement with a direct impact, we'd love to hear from you.