If you are an existing employee of South Shore Health then please apply through the internal career site.Requisition Number:R-22827
Facility:LOC0014 - 549 Columbian Street549 Columbian StreetWeymouth, MA 02190
Department Name:SHS Enterprise Applications and Integrations
Status: Full time
Budgeted Hours: 40
Shift: Day (United States of America)
Job Description Summary
South Shore Health is seeking a ServiceNow Platform Administrator to support, stabilize, and expand our ServiceNow platform following a recent go-live. This is a foundational role on a lean team-the individual hired will directly impact platform stability, adoption, and long-term success across ITSM, HR Service Delivery (HRSD), and IT Operations Management (ITOM).
The ideal candidate is a hands-on, versatile ServiceNow professional who thrives in early-stage environments. Day-to-day work spans platform administration, a growing queue of service catalog and workflow enhancements, Change Management maturity initiatives, CMDB governance, and contributions to future module implementations including Strategic Portfolio Management (SPM).
Compensation Pay Range:$87,000.00 - $127,000.00
Key ResponsibilitiesPlatform Administration & Support- Administer the ServiceNow platform daily, ensuring stability and performance across ITSM, HRSD, and ITOM.
- Configure and maintain core components: users, roles, groups, forms, workflows, notifications, knowledge bases, and catalog items.
- Troubleshoot platform issues, data inconsistencies, and configuration problems; manage and prioritize an active enhancement backlog from IT, HR, and clinical stakeholders.
- Provide support for a 24/7 hospital environment, including potential participation in an on-call rotation and occasional off-hours work to ensure platform availability and stability.
Service Catalog Development & Optimization- Design, build, and deploy new service catalog items to streamline request fulfillment across IT, HR, clinical, and operational teams.
- Redesign existing catalog items to improve usability, routing accuracy, and approval workflows based on stakeholder feedback.
- Build multi-team fulfillment workflows with proper task routing, approval gates, and assignment logic across departments.
- Partner with process owners to document requirements, test configurations, and iterate on catalog design.
Module & Process Support- Support Incident, Request, Change, Problem, Knowledge, and Service Catalog processes.
- Support HRSD case management including category maintenance, agent workspace configuration, and HR Knowledge Base buildout.
- Drive Change Management maturity by developing CAB processes, standard change templates, and department-specific approval workflows.
- Support CMDB health and governance, Discovery results, and CI relationships during early platform maturity.
- Advance Incident Management capabilities including major incident processes, routing improvements, and streamlined views for support teams.
Platform Growth, Enablement & Governance- Serve as a primary resource for new module implementations (SPM), including configuration, testing, and deployment support.
- Manage upgrades, patches, and release management; support platform integrations as needed.
- Partner with IT, HR, clinical informatics, and business stakeholders to translate requirements into effective configurations.
- Establish foundational governance, standards, and documentation; build and maintain reports and dashboards to provide visibility into platform usage, performance, and enhancement request status.
- Provide guidance to fulfillers and end users as they ramp up on the platform; implement feedback mechanisms to capture end-user input.
- Ensure platform configurations and workflows comply with organizational policies and applicable healthcare regulations, including HIPAA.
Required Qualifications- 3+ years of hands-on ServiceNow experience in an administrator or platform analyst role.
- ServiceNow Certified System Administrator (CSA) certification.
- Strong working knowledge of ITSM (Incident, Request, Change, Problem, Knowledge, Service Catalog).
- Experience configuring Service Catalog items including variable sets, workflows, Flow Designer, and multi-team task routing.
- Experience supporting at least one additional module (HRSD, ITOM, SPM, or similar).
- Familiarity with CMDB management, Discovery configuration, and Change Management processes.
- Experience building ServiceNow reports, dashboards, and Performance Analytics visualizations to support operational decision-making.
- Ability to work independently in a fast-paced, evolving environment with limited resources.
- Strong communication skills; ability to work effectively with both technical and non-technical stakeholders.
Preferred Qualifications- Experience supporting a recent ServiceNow go-live or early-stage implementation with an active optimization backlog.
- Exposure to Strategic Portfolio Management (SPM) or project/portfolio tools.
- Experience in a healthcare or highly regulated environment; familiarity with HIPAA and HITECH compliance requirements.
- Experience with HRSD case management configuration.
- Familiarity with ServiceNow scripting concepts (business rules, client scripts, UI policies) at an administration level-able to read, troubleshoot, and modify existing scripts without requiring full developer expertise.
- ITIL Foundation certification or familiarity with ITIL practices.
Remote Position
Monday - Friday, 8am-5pm
Responsibilities if Required:Education if Required: License/Registration/Certification Requirements: 
