ServiceNow Administrator II

Job Location:

DSS JH North Palm Beach - North Palm Beach, FL 33408, Position Type:
Full Time, Education Level: 4 Year Degree, Salary Range: $ - $, Travel Percentage:
Negligible, Job Shift: Day, Job Category:
Information Technology

For more than 30 years, Document Storage Systems, Inc. (DSS) has been a driving force in health information technology—building and integrating the software that thousands of clinicians and administrative staff rely on every day across the federal, public, and private healthcare sectors. From our headquarters in North Palm Beach, Florida, we have become a trusted modernization partner to the Department of Veterans Affairs, the Department of Defense, and other federal agencies, with a relentless focus on interoperability, regulatory compliance, and, above all, better patient care.

The Service Now Administrator II is responsible for the end-to-end administration, configuration, and ongoing support of business and enterprise applications hosted in Cloud (SaaS and PaaS) or hybrid environments, with a strong focus on ensuring application availability, performance, and reliability. This is a hands‑on role in which the administrator takes an active lead in deploying, configuring, and monitoring Cloud‑hosted applications, as well as performing problem determination across applications, their integrations, and associated user access management.

• Must be a US Citizen or Permanent Resident.
• Must be able to pass a Federal background check
• Must be determined suitable for federal employment.

• Adheres to all Service Request, Incident, and Change Management policies and procedures.
• Adheres to all procedures and policies including the use of Incident and Change Management.
• Works with leadership to identify project requirements
• Assists project teams.
• Addresses complex application‑related technical issues and offers solutions supporting the enterprise.
• Participates in overall support rotation.
• Ensures application and monitoring checks are performed daily to verify the integrity, performance, and availability of Cloud‑hosted applications and services.
• Assists Systems Administrators, Developers and other IT staff as required or requested.
• Researches and recommends innovative, and where possible automated, approaches for application administration and configuration tasks in Cloud environments.
• Performs troubleshooting as required and assists with problem‑solving efforts often involving software vendors and other support personnel and/or organizations.
• Performs ongoing application performance tuning, configuration optimization, and resource management in Cloud and hybrid environments.
• Performs application usage and capacity monitoring and assists with short and long‑term capacity and licensing planning.
• Installs, configures, tests, and maintains Cloud applications and their integrations, including single sign‑on (SSO), APIs, and data connectors between systems.
• Administers and configures the ITSM application, including its incident, problem, change, service request, and service catalog modules, in alignment with ITIL practices.
• Maintains the Configuration Management Database (CMDB), ensuring configuration items (CIs), attributes, relationships, and dependencies remain accurate, complete, and current.
• Configures and maintains ITSM workflows, forms, business rules, assignment groups, notifications, and service catalog items that support ITIL‑aligned service management processes.
• Supports CMDB data integrity through regular audits, reconciliation, and coordination of discovery and import sources.
• Builds and maintains ITSM reports, dashboards, and SLA metrics that support service management KPIs and continual service…