Tier 0 ServiceNow Administrator / Self-Service Specialist (Senior)

Computer World Services, Corp. (CWS) seeks a Tier 0 ServiceNow Administrator / Self-Service Specialist to manage and improve self-service capabilities for the USMEPCOM ENLIST program, administering the ServiceNow self-service experience, service catalog, knowledge content, ticket-routing rules, approved workflows, dashboards, and automation. The specialist works with the Service Desk, ITSM process owners, technical teams, and Government stakeholders to convert recurring incidents and requests into reusable knowledge, guided self-service, and approved automated resolutions, using service data to reduce avoidable tickets, improve routing accuracy, and strengthen the customer experience. Key Tasks & Responsibilities Administer and maintain the ServiceNow self-service portal or employee-facing experience and Tier 0 capabilities. Maintain service-catalog items, record producers, forms, variables, categories, and fulfillment information. Configure ticket-routing rules, assignment logic, notifications, and escalation workflows so self-service submissions are correctly categorized, prioritized, and routed. Maintain approved workflows and automations for common requests, coordinating with ServiceNow developers when custom development or integration is required. Convert technical procedures and SME input into clear customer guidance; create, publish, and retire knowledge articles; and maintain ownership, review dates, metadata, and approvals. Review content for accuracy, accessibil