ServiceNow AI & Automation Specialist

MediSolution; Northern (KY); Hybrid; USD 58,000 - 65,000; Full time

Benefits offered by this job

Three weeks vacation

Medical, Dental and Vision coverage

CPA study support

Employee stock ownership

RRSP matching

Job summary

MediSolution is seeking a ServiceNow Administrator / Automation Analyst to support administration, AI enablement, automation, and continual improvement of our ServiceNow platform. You will work with stakeholders to understand processes and translate needs into effective solutions.

The role emphasizes AI-driven self-service, workflow automation, and cross-platform integrations, with a focus on improving efficiency, user experience, and reporting.

Qualifications

• 3–5 years of hands-on ServiceNow administration, configuration, or platform support.
• CSA certification or equivalent practical experience.
• Experience with ServiceNow ITSM and core platform configuration.
• Hands-on experience with 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.

Responsibilities

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

Automation and AI-enabled workflows

Flow Designer

IntegrationHub

ServiceNow ITSM

Virtual Agent

UAT coordination

Solution design and testing

Excellent communication

Education

ServiceNow CSA certification

ServiceNow CAD certification

Tools

UI Builder

Employee Center

Service Portal

REST/SOAP APIs

Job description

MediSolution is seeking a ServiceNow Administrator / Automation Analyst to support administration, AI enablement, automation, and continual improvement of our ServiceNow platform. You will work with stakeholders to understand processes and translate needs into effective solutions.

The role emphasizes AI-driven self-service, workflow automation, and cross-platform integrations, with a focus on improving efficiency, user experience, and reporting.