ServiceNow System Administrator

• Administer and maintain Service Now DEV, TEST, and PROD environments
• 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 governed platform changes
• Administer Now Assist features across supported modules
• Configure AI entitlements, role-based access, and usage controls
• Validate AI-generated outputs for accuracy, quality, and compliance
• Support AI-assisted case summarization, response generation, and knowledge creation
• Support AI Control Tower visibility into AI usage and adoption
• Enforce responsible AI governance, data privacy, and human review controls
• 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
• Administer Incident, Problem, Change, Request, and Knowledge ITSM processes
• Support CMDB, Asset Management, ITOM, SPM, and CSM
• Maintain CMDB accuracy, CI relationships, and CSDM alignment
• Serve as escalation point for platform- and AI-related issues
• Partner with architects, developers, product owners, and business stakeholders to translate requirements into platform solutions
• Support audits, compliance activities, documentation, release testing, deployments, and post-release validation
• Participate in incident, problem, and root-cause analysis
• Contribute to continuous improvement and platform optimization

• 4-8+ years of Service Now administration experience in enterprise environments
• Strong hands-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
• Working knowledge of CMDB, CSDM, and data governance
• Basic scripting knowledge for admin-level support, including Business Rules and Client Scripts
• Experience or exposure to Now Assist or AI-enabled Service Now features
• Strong written and verbal communication skills
• Service Now Certified System Administrator (CSA) preferred
• ITIL certification preferred
• Experience with AI governance, automation, or AI-enabled platforms preferred
• Healthcare, SaaS, or regulated industry experience preferred
• Experience working alongside Service Now Platform Architects or Centers of Excellence preferred
• Must have the right to work in the US without immigration sponsorship
• This position does not provide sponsorship

Demonstrates extensive experience in Service Now administration, including configuration, ITSM processes, and AI governance. Proficient in maintaining platform performance, security, and compliance while supporting enterprise-level integrations and automation.

• Service Now Administration
• ITSM Processes
• AI Governance
• CMDB Management
• ITIL Best Practices

• Service Now Configuration
• Basic Scripting
• Incident Management
• Problem Management
• Change Management
• Request Management
• Knowledge Management
• Automation Support
• AI-Enabled Features
• Data Governance

• Strong Communication Skills

• Service Now Certified System Administrator
• ITIL Certification

• Healthcare
• SaaS
• Regulated Industry
• Enterprise Environments

• Service Now
• Now Assist
• MID Servers
• Flow Designer
• Service Catalog