Job DescriptionServiceNow Systems AdministratorHomecare Homebase is seeking an experienced ServiceNow Administrator to own the day-to-day administration, health, stability, and governance of the ServiceNow platform in a mission critical healthcare environment.
This role is responsible for ensuring the platform operates securely, reliably, and efficiently while enabling modern AI powered capabilities such as Now Assist in a governed and compliant manner. The Administrator partners closely with Platform Architects, Platform Support, and business stakeholders to support operational excellence and continuous improvement.-powered capabilities such as Now Assist in a governed and compliant manner. The Administrator partners closely with Platform Architects, Platform Support, and business stakeholders to support operational excellence and continuous improvement.
Responsibilities Platform Administration
- Administer and maintain ServiceNow environments (DEV, TEST, PROD)
- Ensure platform availability, performance, scalability, and security
- Perform upgrades, patching, cloning, and release support
- Monitor platform health, logs, and diagnostics
- Support MID Servers and operational integrations
- Execute changes in alignment with governance and change standards
AI & Modern Platform Capabilities
- Administer ServiceNow Now Assist features across supported modules
- Configure AI entitlements, role-based access, and usage controls-based access, and usage controls
- Validate AI generated outputs for accuracy, quality, and compliance-generated outputs for accuracy, quality, and compliance
- Support AI assisted case summarization, response generation, and knowledge creation-assisted case summarization, response generation, and knowledge creation
- Support AI Control Tower for visibility into AI usage and adoption
- Enforce responsible AI governance, including data privacy and human review controls-review controls
Configuration & Automation
- Configure forms, fields, workflows, Flow Designer flows, UI policies, and notifications
- Maintain Service Catalog and request workflows
- Administer user roles, groups, ACLs, and security policies
- Support automation and intelligent routing while ensuring platform stability
ITSM & Operations Support
- Administer core ITSM processes: Incident, Problem, Change, Request, Knowledge
- Support CMDB, Asset Management, IT Operations Management, Strategic Portfolio Management, and Customer Service Management
- Maintain CMDB accuracy, CI relationships, and CSDM alignment
Support & Collaboration
- Serve as escalation point for platform and AI related issues-related issues
- Partner with Platform Architects and stakeholders on requirements and solution validation
- Support audits, compliance activities, and platform documentation
- Contribute to continuous improvement and platform optimization initiatives
- Partner with developers, architects, product owners, and business stakeholders to translate requirements into platform solutions
- Support release testing, deployment activities, and post-release validation
- Participate in incident, problem, and root-cause analysis related to platform issues
Your Qualifications- 4-8+ years of ServiceNow administration experience in enterprise environments
- Strong hands-on experience with ServiceNow system administration and configuration-on experience with ServiceNow system administration and configuration
- Solid understanding of ITSM and ITIL best practices
- Experience supporting production, regulated, or mission critical systems-critical systems
- Working knowledge of CMDB, CSDM, and data governance
- Basic scripting knowledge for admin level support (Business Rules, Client Scripts)-level support (Business Rules, Client Scripts)
- Experience or exposure to Now Assist or AI enabled ServiceNow features-enabled ServiceNow features
- Strong written and verbal communication skills
Preferred Qualifications- ServiceNow Certified System Administrator (CSA)
- ITIL certification
- Experience with AI governance, automation, or AI enabled platforms-enabled platforms
- Healthcare, SaaS, or regulated industry experience-industry experience
- Experience working alongside ServiceNow Platform Architects or Centers of Excellence
