Remote Knowledge Management Jobs in Alexandria, KY

Role:: ServiceNow Administrator

Location :: Cincinnati, Ohio, 45202 (Remote position)

Marketplace Pay Rate :: USD$63.33 / hr on W2

Summary

Enable Skills-Based Hiring

No

Primary Skill Required for the Role

SYSTEM MONITORING

Level Required for Primary Skill

Advanced (6-9 years experience)

Additional Skills Requested for Role

(No Value)

Additional Details for Role

Infra - Application Operation (AOA)/
Senior Consultant.
• Administer and operate ServiceNow ITOM Discovery, Service Mapping, and CMDB; act as a CMDB administrator to maintain data quality and operational readiness.
• Create, maintain, and continuously improve Application Service Maps in ServiceNow; streamline and automate service mapping where possible.
• Support improved reporting and impact analysis using CMDB/service mapping data (e.g., relationships between configuration items (CIs), applications, and ownership/impact).
• Provide operational support including monitoring, incident response, and request fulfillment related to ServiceNow ITOM administration (note: Event Management is out of scope).
• Partner with client stakeholders and technical teams to drive “heavy lifting” for mapping/CMDB improvements and day-to-day administration.
• Support a large-scale CMDB and mapping footprint (millions of CIs and thousands of applications/service maps) and help sustain mapping maturity.
• Provide coverage aligned to 24x7 needs with a standard work schedule and after-hours support as required.

Will any work be done by the contractor outside of the United States? If yes, please explain.

NA

What stage is the Project in?

Sold/Funded

Are Expenses permitted?

No

Client Flow Down Terms

Yes

Are there client flow down requirements that the Supplier should be aware of when sourcing?

Attached

Responsibilities

​Infra - Application Operation (AOA)/
​Senior Consultant.
​• Administer and operate ServiceNow ITOM Discovery, Service Mapping, and CMDB; act as a CMDB administrator to maintain data quality and operational readiness.
​• Create, maintain, and continuously improve Application Service Maps in ServiceNow; streamline and automate service mapping where possible.
​• Support improved reporting and impact analysis using CMDB/service mapping data (e.g., relationships between configuration items (CIs), applications, and ownership/impact).
​• Provide operational support including monitoring, incident response, and request fulfillment related to ServiceNow ITOM administration (note: Event Management is out of scope).
​• Partner with client stakeholders and technical teams to drive “heavy lifting” for mapping/CMDB improvements and day-to-day administration.
​• Support a large-scale CMDB and mapping footprint (millions of CIs and thousands of applications/service maps) and help sustain mapping maturity.
​• Provide coverage aligned to 24x7 needs with a standard work schedule and after-hours support as required.​

Requirements

Hello! The team is looking for the below background for candidates. Please submit contractors based on the below information. Job Responsibilities: Hybrid Cloud Infrastructure You will help ensure the availability, reliability, and performance of business-critical applications and infrastructure by providing 24x7x365 monitoring, proactive incident response, knowledge management, and automation. You’ll work with internal technology teams and third-party vendors to quickly detect, escalate, and resolve incidents—while reducing manual effort through “shift left” practices and scripting/automation.

• Monitor applications/infrastructure using tools such as Dynatrace, Grafana, and Azure Monitor; tune dashboards, baselines, and alerts.

• Serve as an Incident Coordinator for triage and major incidents: run bridge calls, document actions, and support PIRs.

• Drive incident triage and escalation to meet rapid detection goals (e.g., TTD ? 5 minutes for major incidents) and support RCA and communications.

• Build and maintain SOPs, knowledge articles, and known error content to improve L1 effectiveness.

• Identify repetitive issues and create scripts/runbooks (PowerShell/Python/Bash) to automate detection and remediation.

• Track and report operational KPIs (e.g., MTTD/MTTR, tickets worked, change validations, major incidents avoided).

• Provide scheduled coverage for 24x7x365 operations, including off-hours and holidays as needed.

• 8+ years in IT operations, incident management, or application support in a 24/7 environment.

• Hands-on experience with observability/monitoring (Dynatrace, Grafana, and/or Azure Monitor), including alerting and dashboarding.

• Experience supporting or coordinating major incident resolution (bridge calls, documentation, stakeholder communications).

• Familiarity with ITSM tooling and workflows (e.g., ServiceNow).

• Excellent scripting/automation skills (PowerShell, Python, and/or Bash) and documenting SOPs/knowledge articles.

• Exceptional verbal and written communication skills; ability to document procedures, incident reports, and root cause analyses clearly.

• Proven ability to provide effective escalation support and guidance to junior engineers and Tier 1/2 teams.

• Bachelor’s degree in a related field (or equivalent experience)

• Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve

Skills

• Cloud Infrastructure