ServiceNow Platform Administrator

Overview

Be inspired. Be valued. Belong.

Benefits At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives

Remote position, however candidates must reside in one of the following states:
Alabama, Arkansas, Florida, Georgia, Illinois, Louisiana, Michigan, New Hampshire, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, or Wisconsin.

The Service Now Platform Administrator/Engineer plays a critical dual role, combining hands-on platform administration with proactive engineering to enhance and expand our Service Now capabilities. This individual will maintain the day-to-day health of the Service Now platform while implementing new solutions that improve IT and business workflows. Operating within a dynamic environment, the role ensures that our Service Now instance (spanning core IT Service Management and other modules) aligns with business objectives and industry best practices.

The Administrator/Engineer will collaborate with cross-functional teams to optimize processes, drive automation, and support continuous improvement of our digital services. This position offers an engaging opportunity to innovate on the Service Now platform, contribute to high-impact projects, and grow your expertise through collaboration and mentorship in a supportive, inclusive team. This is a net new opening on our existing team that traditionally spread these duties amongst the team.

This individual will help stand up this function, driving this work and solutions.

• Maintain & Support the Platform:
  Oversee the daily administration of the Service Now platform, including user account management, access controls, and module configurations, to ensure high availability and performance. Monitor system health, usage, and error logs; proactively address performance or integration issues to maintain optimal platform uptime and responsiveness.
• Implement Enhancements & Solutions:
  Configure and develop new features, enhancements, and workflows on the Service Now platform based on stakeholder requirements. This includes creating or customizing forms, fields, UI policies, business rules, client scripts, and Flow Designer workflows to streamline processes and reduce manual effort. Ensure that all customizations follow development best practices and are documented.
• Platform Upgrades & Quality Assurance:
  Lead the planning and execution of platform upgrades, patches, and module deployments. Coordinate testing and validation (including use of Service Now’s Automated Test Framework or other testing tools) to ensure that changes and new releases do not disrupt existing services. Conduct thorough QA, identify and fix defects, and manage regression testing for continuous platform reliability.
• Integration & Automation:
  Work on integrating Service Now with other enterprise systems and data sources (e.g. via REST/SOAP APIs or MID Server) to enable end-to-end automation across tools. Develop and maintain integration scripts and ensure data flows (such as CMDB updates or incident feeds) are accurate and secure. Where possible, leverage Service Now’s integration Hub and spokes for codeless connectivity.
• Incident Resolution & Continuous Improvement:
  Act as a subject matter expert to troubleshoot and resolve issues or service requests related to Service Now. Perform root cause analysis for critical incidents or recurring problems and implement permanent fixes. Analyze platform usage and incident trends to identify opportunities for process improvements or tool enhancements, contributing ideas to improve user experience and service efficiency.
• Governance & Security:
  Ensure the platform is secure and compliant with organizational policies and industry regulations. Implement role-based access controls, data retention rules, and audit…