Applications Administrator

Position Summary The Applications Administrator is responsible for administering and maintaining the ServiceNow platform, managing Knowledge Base governance, coordinating testing and quality assurance activities, and supporting platform enhancements. This role ensures platform reliability, documentation accuracy, release readiness, and continuous improvement while delivering a positive end-user experience. The position may also support the administration, maintenance, and continuous improvement of other enterprise applications and business systems as needed

Essential Duties and Responsibilities

Platform Administration

• Administer and maintain the ServiceNow platform, including users, groups, roles, and permissions.
• Support platform upgrades, patches, maintenance, and environment readiness.
• Monitor platform performance, troubleshoot issues, and support configuration enhancements.
• Maintain technical documentation and operational procedures.

Testing & Quality Assurance

• Develop and maintain testing standards, procedures, and quality assurance processes.
• Coordinate User Acceptance Testing (UAT), functional, regression, and integration testing.
• Develop test plans, scripts, and scenarios for platform enhancements and releases.
• Track defects, testing results, and remediation efforts.
• Coordinate release validation and ensure testing requirements are met before production deployment.
• Maintain testing documentation, reports, and quality metrics.

Knowledge Management & Governance

• Administer and maintain ServiceNow Knowledge Bases and governance standards.
• Manage knowledge article creation, review, approval, publishing, recertification, and retirement.
• Audit content for accuracy, completeness, consistency, and compliance.
• Coordinate content reviews with service owners and subject matter experts.
• Provide guidance and training to knowledge contributors.
• Monitor Knowledge Base performance, usage, and self-service effectiveness.

Development & Configuration

• Develop and maintain low-to-medium complexity ServiceNow configurations and enhancements.
• Support workflow automation, application configuration, and platform improvements.
• Troubleshoot defects and assist with testing and deployment activities.

Reporting & Continuous Improvement

• Develop dashboards and reports to monitor platform performance, testing results, and Knowledge Base effectiveness.
• Track quality metrics, platform adoption, and service performance.
• Identify opportunities to improve processes, automation, documentation, and user experience.
• Support governance, compliance, and audit activities.

Minimum Qualifications

• Experience administering enterprise applications or service management platforms.
• Understanding of IT Service Management (ITSM) principles and practices.
• Strong analytical, organizational, and problem-solving skills.
• Experience with documentation, reporting, and process improvement.
• Effective communication and collaboration skills.
• Ability to obtain and maintain a U.S. government security clearance.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA).
• Experience with ServiceNow administration, configuration, Knowledge Management, or Service Catalog.
• Experience coordinating UAT, testing, or quality assurance activities.
• Experience developing reports and dashboards.
• Knowledge of change management and service management best practices.

Compensation

The pay range for this position is $100,000/year to $160,000/year; however, base pay offered may vary depending on established government contract rates, job-related knowledge, skills, and experience, and other factors. MTSI also offers a full range of medical, financial, and other benefits, dependent on the position offered. This information is provided per the Equal Pay Act. Base pay information is based on market location. Applicants should apply via MTSI’s internal or external careers site.