Senior ServiceNow Administrator - AI-Enabled Platform Lead

Hearst Health; Dallas (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive pay

Robust benefits

Professional development opportunities

Flexible/Hybrid work options

Job summary

Homecare Homebase is seeking an experienced ServiceNow Administrator to own day-to-day administration, health, stability, and governance of the ServiceNow platform in a mission-critical healthcare environment.

The role collaborates with Platform Architects, Platform Support, and business stakeholders to enable operational excellence and continuous improvement, including AI-powered capabilities and governed usage.

Qualifications

• 4-8+ years of ServiceNow administration in enterprise environments.
• Strong hands-on experience with ServiceNow system administration and configuration.
• Solid understanding of ITSM and ITIL best practices.
• Experience supporting production, regulated, or mission critical systems.
• Working knowledge of CMDB, CSDM, and data governance.
• Basic scripting knowledge for admin level support (Business Rules, Client Scripts).
• Experience or exposure to Now Assist or AI enabled ServiceNow features.
• Strong written and verbal communication skills.

Responsibilities

• Administer and maintain ServiceNow environments (DEV, TEST, PROD).
• 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 changes in alignment with governance and change standards.
• 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 while ensuring platform stability.
• Administer core ITSM processes: Incident, Problem, Change, Request, Knowledge.
• Support CMDB, Asset Management, IT Operations Management, Strategic Portfolio Management, and Customer Service Management.
• Maintain CMDB accuracy, CI relationships, and CSDM alignment.
• Serve as escalation point for platform and AI related issues.
• Partner with Platform Architects and stakeholders on requirements and solution validation.
• Support audits, compliance activities, and platform documentation.
• Contribute to continuous improvement and platform optimization initiatives.
• Partner with developers, architects, product owners, and business stakeholders to translate requirements into platform solutions.
• Support release testing, deployment activities, and post-release validation.
• Participate in incident, problem, and root-cause analysis related to platform issues.

Skills

ServiceNow admin

ITIL practices

Scripting basics

Communication

AI features

Tools

CMDB

Now Assist

Job description

Homecare Homebase is seeking an experienced ServiceNow Administrator to own day-to-day administration, health, stability, and governance of the ServiceNow platform in a mission-critical healthcare environment.

The role collaborates with Platform Architects, Platform Support, and business stakeholders to enable operational excellence and continuous improvement, including AI-powered capabilities and governed usage.