IT ServiceNow Administrator

Overview

IT Service Now Administrator

Location:

Augusta University

Job  
• Full Time

Augusta University is Georgia's innovation center for education and health care, training the next generation of innovators, leaders, and healthcare providers in classrooms and clinics on four campuses in Augusta and locations across the state. More than 10,500 students choose Augusta for educational opportunities at the center of Georgia's cybersecurity hub and experiential learning that blends arts and application, humanities, and the health sciences.

Augusta is home to Georgia's only public academic health center, where groundbreaking research is creating a healthier, more prosperous Georgia, and world-class clinicians are bringing the medicine of tomorrow to patient care today. Our mission and values make Augusta University an institution like no other.

Augusta University's distinct characteristics in education and research include real-world experiences and community engagement, as well as a culture of building community, corporate and government partnerships that address health, security, economic and societal concerns locally and across the state. The University System of Georgia (USG) is comprised of 26 institutions and the USG Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect.

More details on these values are available online. Freedom of Expression is supported as stated by USG policies.

Augusta University
Our Health Sciences Campus: 1120 15th Street, Augusta, GA 30912
Our Summerville Campus: 2500 Walton Way, Augusta, GA 30904

The Service Now Administrator is responsible for the day-to-day administration, configuration, and maintenance of the Service Now platform in support of the organization's service management initiatives. This role ensures the platform operates efficiently, securely, and aligns with business needs while supporting continuous improvement and digital transformation efforts.

• Platform Administration & Configuration: Manage and maintain the Service Now platform, including user and group management, roles, ACLs, and data policies. Configure and customize applications, workflows, forms, and UI policies using Service Now best practices. Perform regular platform upgrades, patching, and performance tuning.
• Process & Service Management: Support ITIL processes including Incident, Problem, Change, Request, and Knowledge Management. Maintain and enhance the Service Catalog and associated workflows. Oversee and maintain the Configuration Management Database (CMDB), ensuring data integrity and accuracy.
• Integration & Automation: Develop and maintain integrations with external systems using APIs, MID Servers, and Integration Hub. Automate tasks and processes using Flow Designer, Business Rules, Script Includes, and other scripting tools.
• Governance & Compliance: Ensure compliance with organizational policies, security standards, and audit requirements. Participate in governance activities and contribute to platform strategy and roadmap planning.
• Support &
  
  Collaboration:
  
  Provide technical support and training to end-users and stakeholders. Collaborate with business units to gather requirements and deliver solutions that meet organizational goals. Maintain documentation for configurations, customizations, and standard operating procedures.
• Continuous Improvement: Apply process improvement methodologies to enhance service delivery and operational efficiency. Use data-driven decision-making to identify trends, root causes, and opportunities for optimization.
• Other: Perform all other duties as assigned.

Bachelor's degree from an accredited college or university and a minimum of two years of experience in computer science, information technology, or related field OR Associate's degree from an accredited college or university and five years of experience.

Experience in Service Now administration and change management. Service Now Administrator certification is preferred. Strong knowledge of IT service management principles and practices, including ITIL. Experience in configuring and…