ServiceNow Administrator — ITSM, AI Governance & Ops

Hearst Magazines; Dallas (TX); On-site; USD 90,000 - 140,000; Full time

Job summary

Homecare Homebase is seeking an experienced ServiceNow Administrator to own the 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 support operational excellence, governance, and continuous improvement, including AI-powered capabilities like Now Assist, in a compliant manner.

Qualifications

• 4-8+ years of ServiceNow administration experience in enterprise environments.
• Strong hands-on experience with ServiceNow administration and configuration.
• Solid understanding of ITSM and ITIL best practices.
• Experience supporting production, regulated, or mission critical systems.

Responsibilities

• Platform Administration: 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.
• AI & Modern Platform Capabilities: Administer ServiceNow 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 for visibility into AI usage and adoption; Enforce responsible AI governance, including data privacy and human review controls.
• Configuration & Automation: 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.
• ITSM & Operations Support: 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.
• Support & Collaboration: 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

ITIL

Automation

Now Assist

Job description

Homecare Homebase is seeking an experienced ServiceNow Administrator to own the 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 support operational excellence, governance, and continuous improvement, including AI-powered capabilities like Now Assist, in a compliant manner.