ServiceNow Administrator

Central Health; United States; Hybrid; USD 80,000 - 110,000; Full time

Job summary

Central Health in the United States seeks a ServiceNow Administrator to manage and optimize the ServiceNow environment, implementing ITIL processes, user access controls, and performance improvements. You will coordinate requirements, document workflows, and drive platform enhancements for reliable service delivery.

Role requires collaboration with IT teams, CMDB health maintenance, and reporting. Remote work is allowed with occasional on-site visits to Austin, Texas as needed.

Qualifications

• 2 years experience with the ServiceNow platform.
• 2 years strong knowledge of ITIL best practices and IT service management.
• 2 years proven experience configuring and managing core ServiceNow modules: Incident, Problem, Change, Service Catalog.

Responsibilities

• Plan task/projects using department tools and track milestones.
• Manage and maintain the ServiceNow instance including users and groups.
• Document customer needs and translate into workflows and requirements.
• Implement and manage ITIL processes: Incident, Change, Problem, and Request Management.
• Maintain CMDB health to support assets and configuration.
• Collaborate with PMO and serve as SME during project planning and lifecycle.
• Provide staff training and guidance during implementations.
• Create and maintain process and knowledge documentation.
• Prepare data loading/retrieval for reporting via ServiceNow templates.

Skills

ServiceNow

ITIL

Workflow analysis

Documentation

Education

Bachelor's degree

High School Diploma

Tools

Discovery

CMDB

Incident/Problem/Change/Service Catalog

Job description

Overview

As a ServiceNow Administrator, you will play a crucial role in managing and optimizing our ServiceNow environment. You will be responsible for implementing ITIL processes, managing user access, and ensuring the platform’s performance and reliability. This position requires a proactive individual with strong problem-solving skills and a deep understanding of IT service management. Work involves coordinating the planning, gathering and analysis of user requirements, procedures, and problems to drive platform enhancements and optimizations. Works under minimal supervision, with considerable latitude for the use of initiative and independent judgment.

**Remote = Individuals in this position may work at an approved off-site location; however, they may be required to occasionally visit an on-site location in Austin, Texas.

Responsibilities

Essential Functions

• Utilize standardized department tools/software systems to plan task/projects and track progress toward milestones and deadlines.
• Manage and maintain the ServiceNow instance, including user and group management, instance performance, and regular checkups.
• Clearly and thoroughly document customer’s needs and translate those into workflow diagrams, use cases and requirements.
• Implement and manage ITIL processes such as Incident Management, Change Management, Problem
• Management, and Request Management.
• Maintain CMDB health by using Discovery or equivalent methods to support Assets and Configuration.
• Collaborate with extended team and review test cases for accuracy and completeness.
• Oversee the training of staff prior to the implementation of technical and/or computer systems and offer advice and guidance during the implementation process.
• Create and maintain process and knowledge documentation for team and users.
• Utilize ServiceNow Import Templates for data loading and extraction for reporting purposes.
• Develop, analyze, and revise systems design procedures, program lines of code, test procedures, and quality standards.
• Collaborate with Project Management Office (PMO) staff and serve as a subject matter expert (SME) during project planning and the lifecycle of the project.
• Have the ability to work outside of standard business hours

Qualifications

MINIMUM EDUCATION:

• High School Diploma or equivalent
• Bachelor’s degree

MINIMUM EXPERIENCE:

• 2 years Experience with the ServiceNow platform
• 2 years Strong knowledge of ITIL best practices and IT Service Management
• 2 years Proven experience in configuring and managing core ServiceNow modules, including Incident, Problem, Change, and Service Catalog

REQUIRED CERTIFICATIONS/LICENSURE:

• ITIL certification within six months of hire
• ServiceNow Certified System Administrator within 1 year of Hire.