ServiceNow AI & Automation Specialist

Mass Digital Health; Massachusetts; On-site; USD 58,000 - 65,000; Full time

Benefits offered by this job

Three weeks vacation

Medical coverage (Dental & Vision)

CPA development support

Equity & RRSP matching

Lifestyle rewards program

Flexible work options

Career advancement opportunities

And more!

Job summary

Mass Digital Health is seeking a ServiceNow Administrator / Automation Analyst to support administration, AI enablement, automation, and continuous improvement of our ServiceNow platform. This role focuses on AI-driven service improvement and self-service, working with stakeholders to design, configure, test, and implement practical ServiceNow solutions.

This position combines hands-on administration with AI-enabled service enhancement, workflow automation, and strong communication skills to

Qualifications

• 3–5 years of hands-on ServiceNow administration experience.
• CSA certification or equivalent practical experience.
• Experience with ITSM and core platform configuration.
• Hands-on experience with 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.
• Hands-on experience with Flow Designer and workflow automation, including identifying opportunities to simplify or automate manual processes.
• Hands-on experience building and configuring Service Catalog items, service request workflows, forms, variables, approvals, and related fulfillment processes.
• Experience with Employee Center and Service Portal customization, including portal widgets and working knowledge of JavaScript, AngularJS, HTML, CSS/SCSS, or Bootstrap.
• Experience configuring ServiceNow forms, fields, tables, Business Rules, Client Scripts, UI Policies, and related platform functionality.
• Experience gathering business requirements, understanding end-to-end processes, and translating business needs into practical solutions.
• Experience creating and executing test cases and supporting or coordinating UAT.
• Strong analytical, troubleshooting, organizational, problem-solving, written, and verbal communication skills.
• General understanding of ITSM and ITIL principles.

Responsibilities

• Support AI-enabled service improvement and self-service initiatives using Virtual Agent, AI Search, knowledge, automation, and other 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.

Skills

ServiceNow administration

Flow Designer

IntegrationHub

Virtual Agent / AI

ITSM configuration

ITIL knowledge

JavaScript / UI customization

Requirements gathering

Education

ServiceNow CSA certification

CAD certification / equivalent

Tools

Employee Center

Service Portal

UI Builder

Now Platform

REST/SOAP APIs

JavaScript

AngularJS

Job description

Mass Digital Health is seeking a ServiceNow Administrator / Automation Analyst to support administration, AI enablement, automation, and continuous improvement of our ServiceNow platform. This role focuses on AI-driven service improvement and self-service, working with stakeholders to design, configure, test, and implement practical ServiceNow solutions.

This position combines hands-on administration with AI-enabled service enhancement, workflow automation, and strong communication skills to