Sr. ServiceNow Administrator

Southern New Hampshire University is a team of innovators. World changers. Individuals who believe in progress with purpose. Since 1932, our people‑centered strategy has defined us — and helped us grow a team that now serves over 180,000 learners worldwide. Our mission to transform lives is made possible by talented people who bring diverse industry experience, backgrounds and skills to the university.

And today, we’re ready to expand our reach. All we need is you. Make an impact — from near or far

• Alabama
• Arizona
• Arkansas
• Delaware
• Florida
• Georgia
• Hawaii
• Idaho
• Indiana
• Iowa
• Kansas
• Kentucky
• Louisiana
• Maine
• Maryland
• Massachusetts
• Michigan
• Mississippi
• Missouri
• Nebraska
• New Hampshire
• New Mexico
• North Carolina
• North Dakota
• Ohio
• Oklahoma
• South Carolina
• South Dakota
• Tennessee
• Texas
• Utah
• Vermont
• Virginia
• West Virginia
• Wisconsin
• Wyoming

We ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace that is free of distractions.

Employees must reside in, and work from, one of the above approved states.

You will oversee the availability and performance of production and pre‑production Service Now environments, coordinate platform upgrades and enhancements, and lead ongoing system optimization efforts that help us deliver reliable services across the university. You will work with IT, functional partners, and vendors to improve our performance through platform governance, technical consulting, solution design, configuration, enhancements, and defect resolution, maximizing the value of our Service Now investment.

You will work 100% remotely from any of our approved states. #LI-Remote

• Administer, configure, and maintain the Service Now platform to ensure high availability, performance, and security across all environments (production, test, and development) to help us provide stable and secure services.
• Install, test, and deploy Service Now upgrades, patches, and configuration changes following best practices and institutional change management processes.
• Review Service Now release notes and identify risks, impacts, and opportunities associated with platform upgrades and new features, helping us maximize platform capabilities and value.
• Monitor platform health, performance, integrations, and system logs; troubleshoot and resolve incidents and defects to support our operational excellence.
• Coordinate with Infrastructure and Security teams on backup, restore, disaster recovery, and platform activities to help us maintain platform resilience and security.
• Configure and support Service Now applications such as ITSM, ITOM, CMDB, Service Catalog, Knowledge, Asset Management, and HRSD (as applicable).
• Translate requirements and user stories into workable Service Now solutions, including workflows, business rules, UI policies, scripts, and integrations that support our business objectives.
• Design, implement, and maintain customizations and enhancements while minimizing technical debt and observing Service Now best practices to help us maintain a sustainable platform.
• Develop and maintain technical documentation, including configurations, workflows, data models, and test cases to ensure our teams have the information needed to support the platform.
• Improve existing solutions to reduce operational overhead and support costs, helping us operate more efficiently.
• Establish and enforce technical, configuration, and implementation standards to ensure long‑term platform sustainability and scalability.
• Support a Service Level Agreement (SLA)–based administrative and support model, partnering with our teams and outsourced development resources.
• Manage user access, roles, groups, and permissions to ensure appropriate security…