ServiceNow Administrator

Requisition Number

R-22827

LOC
0014 - 549 Columbian Street
549 Columbian Street Weymouth, MA 02190

SHS Enterprise Applications and Integrations

Full time

40

Day (United States of America)

South Shore Health is seeking a Service Now Platform Administrator to support, stabilize, and expand our Service Now platform following a recent go-live. This is a foundational role on a lean team—the individual hired will directly impact platform stability, adoption, and long-term success across ITSM, HR Service Delivery (HRSD), and IT Operations Management (ITOM). The ideal candidate is a hands‑on, versatile Service Now professional who thrives in early‑stage environments.

Day-to-day work spans platform administration, a growing queue of service catalog and workflow enhancements, Change Management maturity initiatives, CMDB governance, and contributions to future module implementations including Strategic Portfolio Management (SPM).

$87,000.00 - $

• Administer the Service Now platform daily, ensuring stability and performance across ITSM, HRSD, and ITOM.
• Configure and maintain core components: users, roles, groups, forms, workflows, notifications, knowledge bases, and catalog items.
• Troubleshoot platform issues, data inconsistencies, and configuration problems; manage and prioritize an active enhancement backlog from IT, HR, and clinical stakeholders.
• Provide support for a 24/7 hospital environment, including potential participation in an on-call rotation and occasional off-hours work to ensure platform availability and stability.

• Design, build, and deploy new service catalog items to streamline request fulfillment across IT, HR, clinical, and operational teams.
• Redesign existing catalog items to improve usability, routing accuracy, and approval workflows based on stakeholder feedback.
• Build multi‑team fulfillment workflows with proper task routing, approval gates, and assignment logic across departments.
• Partner with process owners to document requirements, test configurations, and iterate on catalog design.

• Support Incident, Request, Change, Problem, Knowledge, and Service Catalog processes.
• Support HRSD case management including category maintenance, agent workspace configuration, and HR Knowledge Base buildout.
• Drive Change Management maturity by developing CAB processes, standard change templates, and department‑specific approval workflows.
• Support CMDB health and governance, Discovery results, and CI relationships during early platform maturity.
• Advance Incident Management capabilities including major incident processes, routing improvements, and streamlined views for support teams.

• Serve as a primary resource for new module implementations (SPM), including configuration, testing, and deployment support.
• Manage upgrades, patches, and release management; support platform integrations as needed.
• Partner with IT, HR, clinical informatics, and business stakeholders to translate requirements into effective configurations.
• Establish foundational governance, standards, and documentation; build and maintain reports and dashboards to provide visibility into platform usage, performance, and enhancement request status.
• Provide guidance to fulfillers and end users as they ramp up on the platform; implement feedback mechanisms to capture end‑user input.
• Ensure platform configurations and workflows comply with organizational policies and applicable healthcare regulations, including HIPAA.

• 3+ years of hands‑on Service Now experience in an administrator or platform analyst role.
• Service Now Certified System Administrator (CSA) certification.
• Strong working knowledge of ITSM (Incident, Request, Change, Problem, Knowledge, Service Catalog).
• Experience configuring Service Catalog items including variable sets, workflows, Flow Designer, and multi‑team task routing.
• Experience supporting at least one additional module (HRSD, ITOM, SPM, or similar).
• Familiarity with CMDB…