ServiceNow Administrator​/Automation Analyst

We are seeking a Service Now Administrator / Automation Analyst to support the administration, AI enablement, automation, enhancement, and continued improvement of our Service Now platform.

A primary focus of this role will be identifying opportunities to use AI and automation to reduce manual effort, streamline business processes, improve self-service, and increase operational efficiency.

The successful candidate will work with business and technical stakeholders to understand processes and requirements, identify improvement opportunities, and help design, configure, test, and implement practical Service Now solutions.

This role combines hands-on Service Now experience with AI-enabled service improvement, workflow automation, business analysis, user experience, testing, and strong communication skills.

The successful candidate will work alongside our existing Senior Service Now Administrator/Developer on platform enhancements, AI and automation initiatives, solution design, testing, and continual improvement.

• Support AI-enabled service improvement and self-service initiatives using Virtual Agent, AI Search, knowledge, automation, and other available Service Now AI capabilities.
• Identify opportunities to simplify, standardize, and automate manual or repetitive processes using Flow Designer, subflows, approvals, notifications, Integration Hub, and related Service Now capabilities.
• Design, build, and enhance Service Catalog items and service request workflows, including forms, variables, approvals, routing, and fulfillment processes.
• Configure and enhance Employee Center and Service Portal, including portal widgets and user-experience improvements.
• Support cross-platform automation and integrations between Service Now and enterprise systems using Integration Hub, Service Now spokes, APIs, and other integration methods.
• Work with stakeholders to understand business processes, pain points, requirements, and desired outcomes, and translate those needs into process flows, user stories, functional requirements, acceptance criteria, and implementation plans.
• Administer, configure, maintain, troubleshoot, and enhance the Service Now platform and core ITSM functionality.
• Create and execute test plans, scenarios, and test cases and coordinate User Acceptance Testing (UAT) with business stakeholders.
• Support releases, upgrades, instance clones, deployment validation, and post-implementation activities.
• Create and maintain appropriate process, technical, testing, and user documentation while communicating progress, risks, requirements, and outcomes to technical and non-technical stakeholders.
• Use reporting, platform data, and stakeholder feedback to identify opportunities for continual improvement.

• 3–5 years of hands-on Service Now administration, configuration, or platform support experience.
• Service Now Certified System Administrator (CSA) certification or equivalent practical experience.
• Experience with Service Now ITSM and core platform configuration.
• Hands-on experience with Service Now Virtual Agent or other AI-enabled self-service and automation capabilities.
• Practical experience applying generative AI, conversational AI, or AI-assisted workflows in a business or IT service environment.
• Hands-on experience with Flow Designer and workflow automation, including identifying opportunities to simplify or automate manual processes.
• Hands-on experience building and configuring Service Catalog items, service request workflows, forms, variables, approvals, and related fulfillment processes.
• Experience with Employee Center and Service Portal customization, including portal widgets and working knowledge of JavaScript, AngularJS, HTML, CSS/SCSS, or Bootstrap.
• Experience configuring…