ServiceNow System Administrator

Service Now Systems Administrator

Homecare Homebase is seeking an experienced Service Now Administrator to own the day-to-day administration, health, stability, and governance of the Service Now 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.

Platform Administration

• Administer and maintain Service Now 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 Service Now 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 Towerfor 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

• 4-8+ years of Service Now administration experience in enterprise environments
• Strong hands-on experience with Service Now system administration and configuration‑on experience with Service Now 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 Service Now features‑enabled Service Now features
• Strong written and verbal communication skills

• Service Now 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 Service Now Platform Architects or Centers of Excellence

Founded in 1999, Homecare Homebase, a…