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

Point seeks a Tier 0 ServiceNow Administrator / Self-Service Specialist to manage and improve self-service capabilities supporting the USMEPCOM ENLIST program. This position administers the ServiceNow self-service experience, service catalog, knowledge content, ticket-routing rules, approved workflows, dashboards, and automation used to help customers resolve common issues or submit accurate service requests. The Tier 0 ServiceNow Administrator / Self-Service Specialist works with the Service Desk, ITSM process owners, technical support teams, and Government stakeholders to convert recurring incidents and requests into reusable knowledge, guided self-service experiences, and approved automated resolutions.

The position uses service data and customer behavior to identify opportunities to reduce avoidable tickets, improve routing accuracy, accelerate resolution, and strengthen the overall customer experience. This role requires a combination of ServiceNow platform administration, service-desk knowledge, workflow analysis, technical writing, and continual improvement. The successful candidate will ensure that self-service capabilities are accurate, accessible, supportable, and aligned with Government-approved processes.

This position is remote, with Chicago-area candidates preferred. Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid. Duties &

The Tier 0