ServiceNow System Administrator

Jobtailor; Dallas (TX); On-site; USD 120,000 - 150,000; Full time

Job summary

Jobtailor in Dallas, TX seeks a senior ServiceNow Administrator to manage DEV/TEST/PROD environments and ensure platform reliability across enterprise ITSM processes.

You will lead upgrades, implement AI-enabled features, and govern CMDB data while aligning with ITIL practices. Strong scripting and diagnostics skills are essential, as is ability to collaborate with architects, developers, and business stakeholders.

Qualifications

• 4-8+ years of ServiceNow admin experience in enterprise environments.
• Solid understanding of ITSM and ITIL best practices.
• Experience supporting production, regulated, or mission-critical systems.
• Experience with CMDB, data governance.
• Basic scripting for admin support (Business Rules, Client Scripts).
• Exposure to AI-enabled ServiceNow features (Now Assist).
• Must have the right to work in the US without immigration sponsorship.
• This position does not provide sponsorship.

Responsibilities

• Administer and maintain ServiceNow DEV, TEST, and PROD environments.
• 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 governed platform changes.
• Administer 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 visibility into AI usage and adoption.
• Enforce responsible AI governance, data privacy, and human review controls.
• 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.
• Administer Incident, Problem, Change, Request, and Knowledge ITSM processes.
• Support CMDB, Asset Management, ITOM, SPM, and CSM.
• Maintain CMDB accuracy, CI relationships, and CSDM alignment.
• Serve as escalation point for platform- and AI-related issues.
• Partner with architects, developers, product owners, and business stakeholders to translate requirements into platform solutions.
• Support audits, compliance activities, documentation, release testing, deployments, and post-release validation.
• Participate in incident, problem, and root-cause analysis.
• Contribute to continuous improvement and platform optimization.

Skills

ServiceNow Administration

ITSM & ITIL

AI Governance

CMDB Management

Scripting (Business Rules / Client)

Communication

Platform Upgrades & Patching

Security & Compliance

Education

ServiceNow Certified System Administrator

ITIL Certification

Tools

ServiceNow

Now Assist

MID Servers

Flow Designer

Service Catalog

Job description

• Administer and maintain ServiceNow DEV, TEST, and PROD environments
• 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 governed platform changes
• Administer 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 visibility into AI usage and adoption
• Enforce responsible AI governance, data privacy, and human review controls
• 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
• Administer Incident, Problem, Change, Request, and Knowledge ITSM processes
• Support CMDB, Asset Management, ITOM, SPM, and CSM
• Maintain CMDB accuracy, CI relationships, and CSDM alignment
• Serve as escalation point for platform- and AI-related issues
• Partner with architects, developers, product owners, and business stakeholders to translate requirements into platform solutions
• Support audits, compliance activities, documentation, release testing, deployments, and post-release validation
• Participate in incident, problem, and root-cause analysis
• Contribute to continuous improvement and platform optimization

Requirements

• 4-8+ years of ServiceNow administration experience 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, including Business Rules and Client Scripts
• Experience or exposure to Now Assist or AI-enabled ServiceNow features
• Strong written and verbal communication skills
• ServiceNow Certified System Administrator (CSA) preferred
• ITIL certification preferred
• Experience with AI governance, automation, or AI-enabled platforms preferred
• Healthcare, SaaS, or regulated industry experience preferred
• Experience working alongside ServiceNow Platform Architects or Centers of Excellence preferred
• Must have the right to work in the US without immigration sponsorship
• This position does not provide sponsorship

Core Competencies

Demonstrates extensive experience in ServiceNow administration, including configuration, ITSM processes, and AI governance. Proficient in maintaining platform performance, security, and compliance while supporting enterprise-level integrations and automation.

Highest-signal resume keywords

• ServiceNow Administration
• ITSM Processes
• AI Governance
• CMDB Management
• ITIL Best Practices

Hard Skills

• ServiceNow Configuration
• Basic Scripting
• Incident Management
• Problem Management
• Change Management
• Request Management
• Knowledge Management
• Automation Support
• AI-Enabled Features
• Data Governance

Soft Skills

• Strong Communication Skills

Certifications & Qualifications

• ServiceNow Certified System Administrator
• ITIL Certification

Industry Keywords

• Healthcare
• SaaS
• Regulated Industry
• Enterprise Environments

Tools & Technologies

• ServiceNow
• Now Assist
• MID Servers
• Flow Designer
• Service Catalog