{"id":2197600,"url":"https://alion.io/job/cooley-technology-servicenow-administrator","title":"Technology ServiceNow Administrator","company":{"id":4931,"name":"Cooley","domain":"cooley.com","url":"https://alion.io/company/cooley","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":77,"open_postings":11,"ghost_share":0,"stale_share":0.909,"repost_share":0,"time_to_fill_p50_days":45,"computed_at":"2026-10-10T05:45:15Z"}},"role":"Enterprise Apps","role_family":"Enterprise Apps","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States","Washington, United States","Reston, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":103000,"max":135000,"currency":"USD","period":"year","gross":null,"usd_annual":135000},"salary_estimate":null,"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Configuration Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"JavaScript","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Rest API","optional":false},{"name":"Scrum","optional":false},{"name":"ServiceNow","optional":false},{"name":"SOAP","optional":false}],"status":"live","first_seen_at":"2026-10-09T20:05:56Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-11T16:23:52Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Technology ServiceNow AdministratorCooley is seeking a Technology ServiceNow Administrator to join the Technology Platforms & Applications team.\nAbout Cooley: Cooley is a global law firm with an expansive practice and more than 3,000 employees and partners worldwide. We value and celebrate diverse perspectives and strive to create a workplace where every individual can thrive. At the core of Cooley’s success is the exceptional talent and unwavering spirit of our people. We embrace individuality while fostering a ‘one-firm’ culture where collaboration and creativity thrive. Our people are the foundation of our success and the driving force behind everything we do.\nHybrid Schedule Philosophy: As part of the Cooley culture, we recognize and appreciate the value of being together, in person, to build comradery with others in the office and to be a contributing member of the Cooley office. However, we also appreciate the benefits and flexibility that come from remote working. As such, the default assumption for employees and partners is a hybrid schedule: some in-office presence and some work from home days absent certain essential in-office roles that require five (5) days/week in-office.\nPosition summary: Cooley Technology embraces a culture of customer service excellence, and all members of the department are expected to move this agenda forward. We are dedicated to leveraging advanced technologies to optimize firm technical operations and deliver impactful business outcomes.\nThe Technology ServiceNow Administrator is responsible for the administration, configuration, and enhancement of the ServiceNow platform across multiple functional areas, including Hardware Asset Management (HAM), Software Asset Management (SAM), Security Operations (SecOps), Employee Center, Workspaces, AI capabilities, and core platform services. The role supports ongoing IT Service Management (ITSM) processes while delivering new platform capabilities and business initiatives.\nThis position maintains the health, security, and performance of the ServiceNow platform while facilitating Agile delivery for the ServiceNow team. Responsibilities include managing and refining the product backlog, facilitating Scrum ceremonies, removing impediments, coordinating with ServiceNow technical leadership, process owners, and ensuring the successful delivery of platform enhancements. The ideal candidate combines strong ServiceNow administration expertise with Agile facilitation skills to drive automation, streamline processes, and continuously improve the user experience across the platform. Specific duties and responsibilities include, but are not limited to, the following:\nPosition responsibilities:\nAdminister, configure, maintain, and support the ServiceNow platform, including ITSM, ITOM (IT Operations Management), including CMDB, Discovery, Service Mapping, Employee Center, Workspaces, Platform Analytics, AI capabilities, and additional ServiceNow applications as required\nPerform platform administration activities, including user and role management, groups, security controls, access management, instance health monitoring, performance optimization, platform maintenance, and governance\nConfigure and maintain ServiceNow applications using out-of-the-box capabilities and platform best practices, including forms, lists, catalog items, record producers, workflows, Flow Designer, business rules, client scripts, UI policies, notifications, knowledge articles, and platform configurations\nAdminister and enhance ITSM processes, including Incident, Request, Change, Problem, Knowledge, Service Catalog, and Service Level Management\nAdminister and support IT Operations Management (ITOM) capabilities, including Configuration Management Database (CMDB) governance, Discovery, Service Mapping, Event Management, Management, Instrumentation, and Discovery (MID) Servers, configuration data quality, and operational health, while partnering with infrastructure teams to ensure accurate and reliable service data\nSupport Employee Center, Workspaces, and self-service capabilities to improve the overall employee experience\nSupport platform integrations with internal and third-party applications using Representational State Transfer Application Programming Interfaces (REST APIs), IntegrationHub, web services, and approved integration technologies\nCoordinate platform upgrades, releases, cloning activities, patching, testing, deployment activities, and post-release validation to ensure platform stability and minimize business disruption\nMonitor platform health and performance, troubleshoot technical issues, perform root cause analysis, and coordinate the resolution of incidents, defects, and service requests\nDevelop and maintain reports, dashboards, Platform Analytics, and operational metrics that provide meaningful insights to technology leadership and business stakeholders\nMaintain platform documentation, technical standards, governance processes, operational procedures, and configuration records\nPartner with business stakeholders, Product Owners, and technical teams to gather requirements, prioritize enhancements, and deliver scalable platform solutions\nParticipate as an active member of Agile delivery teams, supporting backlog refinement, sprint planning, daily stand-ups, sprint reviews, retrospectives, estimation activities, and release planning while managing assigned stories and tasks within Agile Boards\nManage assigned stories, defects, enhancements, and platform support activities using ServiceNow Agile Development or approved Agile management tools, ensuring timely delivery and adherence to sprint commitments\nSupport implementation and adoption of emerging ServiceNow capabilities, including AI-powered features, workflow automation, Platform Analytics, and future platform innovations\nCollaborate with developers, architects, infrastructure teams, security teams, vendors, and project managers to deliver secure, scalable, and high-quality platform solutions.\nIdentify opportunities for platform optimization, automation, standardization, and continuous service improvement\nAll other duties as assigned or required\nSkills and experience:\nRequired:\nAfter orientation at Cooley LLP, exhibit proficiency in Microsoft Office, iManage, and other firm applications\nAbility to work extended and/or weekend hours, as required\nAbility to travel, as required\n4+ years of experience administering, configuring, implementing, and supporting ServiceNow solutions in complex enterprise environments (Senior level designation will be considered for those with 6+ years of experience and demonstrated experience operating at a senior level)\nStrong experience supporting ServiceNow modules, including ITSM, ITAM (IT Asset Management) (HAM/SAM), SecOps (Vulnerability Response and Security Incident Response), Employee Center, Workspaces, AI capabilities, and related platform services\nExperience supporting ITOM modules, including Discovery, Event Management, and Service Mapping\nStrong understanding of ServiceNow platform architecture, configuration, and administration best practices\nProficiency with ServiceNow administration, configuration, and scripting, including JavaScript, Glide API, Business Rules, Client Scripts, UI Policies, Catalog Items, Record Producers, Flow Designer, and workflow automation.\nExperience managing platform administration activities, including user access, roles, groups, security controls, performance monitoring, instance maintenance, and release management\nExperience integrating ServiceNow with internal and third-party systems using REST and SOAP (Simple Object Access Protocol) APIs, XML, and JSON\nStrong understanding of ITIL principles and processes, including Incident, Problem, Change, Request, Asset, and Knowledge Management\nExperience gathering business requirements, documenting processes, writing user stories and acceptance criteria, and coordinating delivery efforts with business stakeholders, business analysts, developers, and vendors\nExperience working in Agile, Scrum, or DevOps environments, including sprint planning and execution, testing, change management, and deployment processes.\nExperience working with data imports, relational databases, and ServiceNow tables while maintaining data integrity and normalization\nExperience in troubleshooting complex ServiceNow platform issues, performing root-cause analysis, and leveraging diagnostic tools, updating sets, and platform best practices to implement sustainable solutions\nExperience evaluating new ServiceNow capabilities and recommend platform improvements that align with business objectives and operational requirements\nPreferred:\nBachelor's degree or equivalent experience in Computer Science, Information Systems, or a related field.\nAdvanced degree in a related discipline\nAny of the following ServiceNow certifications:Certified System Administrator (CSA)\nCertified Application Developer (CAD)\nCertified Implementation Specialist (CIS) in ITSM, ITOM, Discovery, ITAM, or SecOps\nITIL v3 or ITIL v4 certification\n\nExperience with ServiceNow Discovery, MID Servers, integrations, and automation capabilities.\nExperience supporting and administering enterprise ITSM implementations\nExperience with Service Portal, Employee Center, Workspaces, Catalog Items, Flow Designer, and workflow automation\nStrong knowledge of ServiceNow ITAM (HAM/SAM) and ITOM capabilities\nExperience supporting asset lifecycle automation and alignment with ITIL practices\nExperience identifying and resolving ServiceNow performance issues and recommending platform optimizations\nExperience interpreting and troubleshooting JavaScript, GlideScript, AJAX, and platform customizations\nStrong technical writing, documentation, and knowledge management experience\nExperience facilitating User Acceptance Testing (UAT), release coordination, and production deployments\nFamiliarity with hybrid cloud environments and enterprise integration challenges\nPrior law firm or professional services industry experience\nCompetencies:\nOutstanding problem solver and ability to lead by example \nStrong quantitative, analytical, strategic thinking and orientation to detail \nRelies on experience and judgment to plan and accomplish goals \nExceptional customer service, initiative, and get-it-done attitude \nSelf-motivated with a strong desire to contribute to the success of the department and company \nCommunicate effectively at all levels within the organization \nFlexible and agile, ability to reprioritize with changes in the business \nAbility to work independently and under pressure in a fast-paced environment \nAbility to meet deadlines and effectively complete operational and project-based assignments \nStrong organizational skills including time and task management \nAttributes expected of all candidates include responsibility, honesty, reliability, initiative, patience, attention to detail, determination, taking pride in one’s work, and a desire to learn \nInterpersonal skills necessary to interact and work productively as part of the Technology team, delivering high-quality services to the firm and our clients \nExcellent spoken and written communication as well as receptive listening skills, with ability to present complex ideas in a clear, concise fashion to technical and non-technical audiences \nService oriented mentality, high sense of ownership of the problems and requests assigned, focus on managing and resolving issues in a timely fashion, establishing, and maintaining communication with technology customers to keep them updated with status of their requests, initiating, and performing changes on the production systems and proactively escalating any issues that cannot be resolved within the established timeframes \nCooley offers a competitive compensation and excellent benefits package and is committed to fair and equitable employment practices.\nEOE.\nThe expected annual pay range for this position with a full-time schedule is $103,000 - $135,000. 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