SRA International, Inc., A CSRA Company IT Service Management Administrator for National Library of Medicine in Bethesda, Maryland

Clearance Level Must Currently Possess:

No Active Clearance Required

Clearance Level Must Be Able to Obtain:

No Active Clearance Required


Public Trust

Job Family:

Engineering & Sciences

Job Description:

GDIT is seeking an IT Service Management Administrator to join the Customer Support Team at the National Library of Medicine (NLM). In this role you will provide customer support to NLM users and staff.

NLM's mission is to be the nation's primary library supporting biomedical schools across the US. The Customer Support Administration Team is responsible for customizing their Customer Relationship Management System, ServiceNow, to provide tailored ITSM based world class customer support.

Job Description:

  • Apply ITIL Best practices to NLM IT Service management.

  • Analyze and document business/IT processes, formulate KPIs and metrics

  • Collect and analyze business requirements and translate them into workflow

  • Perform unit and system testing for workflow and customization projects.

  • Provide advance troubleshooting support for problems that arise in ServiceNow and related processes, tracking down the root cause of coding or configuration failures.

  • Contribute to systems administration and support the installation, optimization, integration, troubleshooting, backup, recovery, modification, security, and upgrading of ITSMS systems and components.

  • Support ITIL Service Design lifecycle processes for the IT Service Management system and its related services.

  • Assists with ITSMS development projects by providing administration and testing support.

  • Train users on ServiceNow tool usage, create user documentation, guides and knowledge articles.

Required Qualifications and Experience:

  • BS and five years in a related field or MS and three years experience in a related field or the equivalent combination of education and experience.

  • Prior experience as an IT Service Management Systems (ITSMS) ServiceNow Administrator.

  • Prior experience with diagnoses and troubleshooting customer problems with the ServiceNow tool.

  • Experience in analyzing and creating workflow processes

  • Minimum of two years experience in production enterprise tool and customer support.

  • Ability to provide systems documentation to support successful implementation of changes.

  • ITIL Foundations certification

Desired Qualifications and Experience:

  • Experience with Dynamics 365

  • Experience with SQL, JavaScript, HTML, CSS, XML, JIRA, Web Services, ETL.

  • ITIL Intermediate certification

  • PMP certification

Attributes for Success:

  • Excellent Oral and Written communication skills.


  • Position is for full time employment and will be based at our client's office in Bethesda, MD

  • Fexible work schedule Monday through Friday around core business hours.

# of Openings:


Scheduled Weekly Hours:


T elecommuting Options:

Telecommuting Not Allowed

Work Location:

USA MD Bethesda - 9000 Rockville Pike (MDC039)

Additional Work Locations:

CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.


CSRA is tomorrow’s thinking, today. To “Think Next. Now.” is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results.

We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.

Everywhere you look, CSRA is there. We’re in our nation’s infrastructure, in training and education, in cyber security, in serving veterans who served us—and, so much more. Take some time to learn more about CSRA. You might be surprised to learn how we touch your life.

We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Join our team and use your skills and expertise to support the safety, security, health and well-being of the nation.