A few things to note:
	(1)	The user must be logged into their computer as: XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
	(2)	The user cannot be trying to access ServiceNow through Citrix
	(3)	The user must be logged onto their computer that is connected to the amtrustservices.com domain

If any of these are not the case, the user will not be able to log into ServiceNow.
This user's ServiceNow account is ACTIVE, so as long as the above steps are met, the issue is on the user's end (possibly browser or computer related)