ServiceNow Administrator (Hybrid Eligible)

Date: Feb 7, 2024

Location: Oak Ridge, TN, US, 37830

Company: Oak Ridge National Laboratory

Requisition Id 12472 

Due to the security clearance requirements of this position, we are unable to consider EAD and Green Card holders. Additionally, Visa sponsorship of any kind is unavailable for this position (H1B, F1, OPT, J1, etc.).



ITSD is hiring a ServiceNow Administrator! The Information Technology Services Division (ITSD) at ORNL provides IT services that enable ORNL staff to be productively engaged in the business of world-class research and development. Such services include strategic platforms and operations, network and telecommunications, R&D systems engineering, customer service, applications development, cyber security, project management, planning and architecture.


As one of two ServiceNow administrators (working under minimal direction of the Digital Platform Services Team Lead) you’ll capture requirements and design, build, and customize the ServiceNow platform for internal and external uses. This highly visible role involves a wide range of additional duties like creating and delivering platform demos, ITSM workshops, end-user & customer training, daily\weekly\monthly maintenance, upgrades, updates, researching new functionality for use within the platform, license management, working with external partners on platform development, and overall domain separation compliance.


Our ServiceNow Administrators are strong in multi-tasking between upcoming platform growth and maintenance projects, current open items, and planning for future customer additions to the platform. You will also integrate our platform with external service providers to drive operational automation and efficiency. 


Major Duties/Responsibilities: 

  • Maintain overall ownership of our ServiceNow instance including Incident, Knowledge, Problem, Change, Service Request, and CMDB modules.
  • Lead the coordination, design, and execution of integrating standard LDAP & 3rd party apps into our ServiceNow environment.
  • Gain new knowledge about ServiceNow through self-motivated online learning and official ServiceNow courses provided.
  • Gather requirements, design, build, and maintain MSP domain separated environments.
  • Follow ITIL best practices for domain separation, system maintenance, and platform upgrades.
  • Maintain the integration for existing customers and offer solutions to those without.
  • Implement LDAP with customer-provided systems; domain ownership for external customers.
  • Perform standard daily, weekly, and monthly maintenance, and overall system health checks.
  • Validate domain separation compliance for all customers to ensure no cross-contamination.
  • Stay up to date with the latest releases and current technology, product enhancements, and plugins by attending courses provided by ServiceNow.
  • Present new product developments to key stakeholders at Connection.
  • Perform routine updates within the system for all changes made.
  • Perform standard system cloning from production to test environment.
  • Deliver ORNL’s mission by aligning behaviors, priorities, and interactions with our core values of Impact, Integrity, Teamwork, Safety, and Service. Promote diversity, equity, inclusion, and accessibility by fostering a respectful workplace – in how we treat one another, work together, and measure success.


Basic Qualifications:

  • A Bachelor’s degree in Computer Science, Computer Engineering, Information Systems, Business, or a related field of study and 2 years of proven experience is required, or an overall combination of equivalent experience may be considered.
  • Experience building custom end-user Service Portals through the internal design process.
  • ServiceNow system administration experience.

Preferred Qualifications:

  • ServiceNow Certified System Administrator, ITIL v3 highly preferred.
  • Ability to configure and enhance core applications including, but not limited to, platform UIs, service portal, mobile app, tables, forms, lists, catalogs, workflows, roles, properties, business rules, ACLs, dashboards, homepages, and reports.
  • Ability to design and build Service Request workflows and Service Catalog items, as well as to create domain-separated environments and configure each module per customer requirements.
  • An understanding of CMDB, including importing customer data using asset discovery tools.
  • Working knowledge of ServiceNow instances including old and new releases.
  • Ability to manage multiple knowledge bases in an MSP environment.
  • An understanding of the test and production environments, update sets, and system cloning
  • Administrative technical knowledge of the ServiceNow ITSM platform.


Special Requirements:

Visa sponsorship is not available for this position.


This position requires the ability to obtain and maintain a clearance from the Department of Energy. As such, this position is a Workplace Substance Abuse (WSAP) testing designated position. WSAP positions require passing a pre-placement drug test and participation in an ongoing random drug testing program.


Benefits at ORNL:  

ORNL offers competitive pay and benefits programs to attract and retain hard-working people. The laboratory offers many employee benefits, including medical and retirement plans and flexible work hours, to help you and your family live happy and healthy. Employee amenities such as on-site fitness, banking, and cafeteria facilities are also provided for convenience.


Other benefits include the following: Prescription Drug Plan, Dental Plan, Vision Plan, 401(k) Retirement Plan, Contributory Pension Plan, Life Insurance, Disability Benefits, Generous Vacation and Holidays, Parental Leave, Legal Insurance with Identity Theft Protection, Employee Assistance Plan, Flexible Spending Accounts, Health Savings Accounts, Wellness Programs, Educational Assistance, Relocation Assistance, and Employee Discounts.


In addition, we offer a flexible work environment that supports both the organization and the employee. A hybrid/onsite working arrangement may be available with this position. 


Moving is stressful and expensive, and UT Battelle offers a wide range of relocation benefits for individuals and families to make it easier to come and work here. If you are invited to interview, please ask your Recruiter about relocating with ORNL.


This position will remain open for a minimum of 5 days after which it will close when a qualified candidate is identified and/or hired.


We accept Word (.doc, .docx), Adobe (unsecured .pdf), Rich Text Format (.rtf), and HTML (.htm, .html) up to 5MB in size. Resumes from third party vendors will not be accepted; these resumes will be deleted and the candidates submitted will not be considered for employment.

If you have trouble applying for a position, please email

ORNL is an equal opportunity employer. All qualified applicants, including individuals with disabilities and protected veterans, are encouraged to apply.  UT-Battelle is an E-Verify employer.

Nearest Major Market: Knoxville