Key Responsibilities

Platform Administration & Support

• Administer the ServiceNow 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.

Service Catalog Development & Optimization

• 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.

Module & Process Support

• 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.

Platform Growth, Enablement & Governance

• 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.

Required Qualifications

• 3+ years of hands-on ServiceNow experience in an administrator or platform analyst role.

• ServiceNow 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 management, Discovery configuration, and Change Management processes.

• Experience building ServiceNow reports, dashboards, and Performance Analytics visualizations to support operational decision-making.

• Ability to work independently in a fast-paced, evolving environment with limited resources.

• Strong communication skills; ability to work effectively with both technical and non-technical stakeholders.

Preferred Qualifications

• Experience supporting a recent ServiceNow go-live or early-stage implementation with an active optimization backlog.

• Exposure to Strategic Portfolio Management (SPM) or project/portfolio tools.

• Experience in a healthcare or highly regulated environment; familiarity with HIPAA and HITECH compliance requirements.

• Experience with HRSD case management configuration.

• Familiarity with ServiceNow scripting concepts (business rules, client scripts, UI policies) at an administration level—able to read, troubleshoot, and modify existing scripts without requiring full developer expertise.

• ITIL Foundation certification or familiarity with ITIL practices.