Senior ServiceNow Admin: ITSM, AI Governance & Automation

Jobtailor; Dallas (TX); On-site; USD 120,000 - 150,000; Full time

Job summary

Jobtailor in Dallas, TX seeks a senior ServiceNow Administrator to manage DEV/TEST/PROD environments and ensure platform reliability across enterprise ITSM processes.

You will lead upgrades, implement AI-enabled features, and govern CMDB data while aligning with ITIL practices. Strong scripting and diagnostics skills are essential, as is ability to collaborate with architects, developers, and business stakeholders.

Qualifications

• 4-8+ years of ServiceNow admin experience in enterprise environments.
• Solid understanding of ITSM and ITIL best practices.
• Experience supporting production, regulated, or mission-critical systems.
• Experience with CMDB, data governance.
• Basic scripting for admin support (Business Rules, Client Scripts).
• Exposure to AI-enabled ServiceNow features (Now Assist).
• Must have the right to work in the US without immigration sponsorship.
• This position does not provide sponsorship.

Responsibilities

• Administer and maintain ServiceNow DEV, TEST, and PROD environments.
• Ensure platform availability, performance, scalability, and security.
• Perform upgrades, patching, cloning, and release support.
• Monitor platform health, logs, and diagnostics.
• Support MID Servers and operational integrations.
• Execute governed platform changes.
• Administer Now Assist features across supported modules.
• Configure AI entitlements, role-based access, and usage controls.
• Validate AI-generated outputs for accuracy, quality, and compliance.
• Support AI-assisted case summarization, response generation, and knowledge creation.
• Support AI Control Tower visibility into AI usage and adoption.
• Enforce responsible AI governance, data privacy, and human review controls.
• Configure forms, fields, workflows, Flow Designer flows, UI policies, and notifications.
• Maintain Service Catalog and request workflows.
• Administer user roles, groups, ACLs, and security policies.
• Support automation and intelligent routing.
• Administer Incident, Problem, Change, Request, and Knowledge ITSM processes.
• Support CMDB, Asset Management, ITOM, SPM, and CSM.
• Maintain CMDB accuracy, CI relationships, and CSDM alignment.
• Serve as escalation point for platform- and AI-related issues.
• Partner with architects, developers, product owners, and business stakeholders to translate requirements into platform solutions.
• Support audits, compliance activities, documentation, release testing, deployments, and post-release validation.
• Participate in incident, problem, and root-cause analysis.
• Contribute to continuous improvement and platform optimization.

Skills

ServiceNow Administration

ITSM & ITIL

AI Governance

CMDB Management

Scripting (Business Rules / Client)

Communication

Platform Upgrades & Patching

Security & Compliance

Education

ServiceNow Certified System Administrator

ITIL Certification

Tools

ServiceNow

Now Assist

MID Servers

Flow Designer

Service Catalog

Job description

Jobtailor in Dallas, TX seeks a senior ServiceNow Administrator to manage DEV/TEST/PROD environments and ensure platform reliability across enterprise ITSM processes.

You will lead upgrades, implement AI-enabled features, and govern CMDB data while aligning with ITIL practices. Strong scripting and diagnostics skills are essential, as is ability to collaborate with architects, developers, and business stakeholders.