AI-Driven ServiceNow Admin & Automation Analyst

Harris Computer

Town of Florida (NY)

On-site

USD 58,000 - 65,000

Full time

6 days ago

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Benefits offered by this job

Vacation

Medical/Dental/Vision coverage

CPA development support

Employee stock ownership

RRSP matching

Flexible work options

Advancement opportunities

Job summary

Harris Computer seeks an experienced ServiceNow Administrator to support and enhance our platform, focusing on AI-enabled service improvement and automation. You will partner with business and technical stakeholders to understand processes, design solutions, test configurations, and implement practical ServiceNow workflows across ITSM, HR, and operations.

The role combines hands-on administration with AI-enabled automation, service catalog enhancements, and clean documentation.

Qualifications

3–5 years of hands-on ServiceNow administration, configuration, or platform support experience.
ServiceNow Certified System Administrator (CSA) certification or equivalent practical experience.
Experience with ServiceNow ITSM and core platform configuration.
Hands-on experience with ServiceNow 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.

Responsibilities

Support AI-enabled service improvement and self-service initiatives using Virtual Agent, AI Search, knowledge, automation, and other available ServiceNow AI capabilities.
Identify opportunities to simplify, standardize, and automate manual or repetitive processes using Flow Designer, subflows, approvals, notifications, IntegrationHub, and related ServiceNow 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 ServiceNow and enterprise systems using IntegrationHub, ServiceNow 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 ServiceNow 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.