Senior ServiceNow Administrator

Senior Service Now Administrator

Arrowhead Regional Medical Center is recruiting for a Senior Service Now Administrator to serve as the technical lead for the Service Now platform at Arrowhead Regional Medical Center. This position is responsible for administering, configuring, maintaining, and enhancing the Service Now platform while partnering with business and operational departments to design and implement enterprise workflows that improve efficiency, automation, and service delivery.

The incumbent will lead the implementation and support of Service Now applications including IT Service Management (ITSM), Field Service Management (FSM), Service Catalog, Hardware Asset Management, CMDB, and future platform capabilities such as Strategic Portfolio Management (SPM). The position works closely with Information Services leadership, clinical and operational departments, vendors, and implementation partners to ensure the platform aligns with organizational goals and industry best practices.

Essential job duties may include:

• Serve as the senior administrator and technical lead for the Service Now platform.
• Administer, configure, maintain, and enhance Service Now applications and platform capabilities.
• Lead the design, configuration, and implementation of new Service Now modules and enterprise workflows.
• Gather business requirements and translate them into scalable Service Now solutions.
• Configure forms, workflows, Flow Designer, Service Catalog items, business rules, client scripts, UI policies, notifications, and integrations.
• Participate in platform architecture discussions and recommend solutions aligned with Service Now best practices.
• Coordinate platform upgrades, patching, release management, and application lifecycle activities.
• Ensure platform stability, security, governance, and adherence to development standards.
• Develop and maintain documentation, technical specifications, configuration standards, and operational procedures.
• Configure and maintain integrations with enterprise systems including Microsoft Entra/Active Directory, Epic, ERP, and other third-party applications.
• Support and optimize ITSM, FSM, CMDB, Hardware Asset Management, Knowledge Management, Service Catalog, and other Service Now applications.
• Develop dashboards, reports, and Performance Analytics to support operational decision making.
• Troubleshoot complex application issues and provide advanced technical support.
• Perform testing, validation, and quality assurance for new functionality and platform enhancements.
• Mentor junior administrators and analysts while promoting Service Now best practices.
• Coordinate with Service Now implementation partners and vendors on projects and platform improvements.
• Participate in strategic planning for future Service Now capabilities including Enterprise Service Management and Strategic Portfolio Management.
• Participate in after-hours support, upgrades, and on-call responsibilities as required.

Excellent benefits! To review the job-specific benefits, refer to:
Summary of Benefits and Memoranda of Understanding (MOU) The County also offers an alternative Modified Benefits Option (MBO) that provides a wage differential.

Conditions of employment:

• Pre-Employment Process:
  Applicants must successfully pass a background check and a job-related physical exam prior to employment.
• Availability:
  Must be available to work On-Call in a 24/7 environment. Incumbents may occasionally work evenings, weekends, and holiday hours.
• Physical Requirements:
  
  Position requires multiple repetitive motions and the ability to lift at least fifty (50) pounds overhead.
• Travel:
  Travel throughout the County may be required and employees will be required to make provisions for such transportation.
• Sponsorship:
  Please note San Bernardino County is not able to consider candidates who will require visa sponsorship at the time of application or in the future. Candidates must be able to present their legal right to work in the United States.

Candidates MUST meet BOTH the required experience and education in order to qualify.

Required Experience:

Three (3) years of progressively responsible experience within the past five (5) years administering, configuring, implementing, or supporting the Service Now platform in an enterprise environment. Experience should include 2 or more of the follow:
Service Now administration, Service Now implementation, Platform configuration, Workflow automation, Release and upgrade management, Service Catalog development, ITSM administration, Field Service Management, CMDB administration, Hardware Asset Management, System integrations, Platform governance.

Required

Education:

Thirty (30) semester or forty-five (45) quarter of completed units from an accredited college or university in computer information systems, information technology, computer science, business administration, healthcare informatics, or closely related field. Education substitution:
One (1) year of additional qualifying experience may substitute for the…