ServiceNow Platform Administrator

Emory Healthcare•Tucker, GA

7h•Remote

About The Position

The ServiceNow Platform Administrator/Engineer plays a critical dual role, combining hands-on platform administration with proactive engineering to enhance and expand our ServiceNow capabilities. This individual will maintain the day-to-day health of the ServiceNow platform while implementing new solutions that improve IT and business workflows. Operating within a dynamic environment, the role ensures that our ServiceNow instance (spanning core IT Service Management and other modules) aligns with business objectives and industry best practices. The Administrator/Engineer will collaborate with cross-functional teams to optimize processes, drive automation, and support continuous improvement of our digital services. This position offers an engaging opportunity to innovate on the ServiceNow platform, contribute to high-impact projects, and grow your expertise through collaboration and mentorship in a supportive, inclusive team. This is a net new opening on our existing team that traditionally spread these duties amongst the team. This individual will help stand up this function, driving this work and solutions.

Requirements

Education Bachelor's degree in Computer Science, Information Systems, Information Technology, Engineering, Business Information Systems, or a related field, OR an equivalent combination of education and experience.
Experience 5+ years of hands-on experience administering or engineering enterprise systems or workflow platforms in a production environment.
Demonstrated experience managing platform configurations, upgrades, access controls, and integrations.
Experience supporting enterprise-scale user populations and mission-critical business processes.
Knowledge, Skills, and Abilities (Required): Advanced knowledge of enterprise systems administration and configuration. Experience managing users, roles, permissions, and access controls. Ability to design and implement workflows, automation, and system enhancements. Strong troubleshooting and root-cause analysis skills for complex system issues. Experience leading upgrades, releases, and system testing activities. Strong analytical, organizational, and problem-solving skills. Ability to communicate technical concepts clearly to non-technical stakeholders. Ability to manage multiple priorities in a complex enterprise environment.

Nice To Haves

Education & Experience: Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent work experience). 5 years of hands-on experience in ServiceNow administration and/or development, with a track record of managing platform configurations, updates, and integrations in a production environment.
ServiceNow Certification: ServiceNow Certified System Administrator (CSA) credential (strongly preferred). Additional certifications such as ServiceNow Certified Application Developer (CAD) or Certified Implementation Specialist (ITSM or other module) are a plus, demonstrating deeper platform expertise.
Technical Skills: Proficiency in JavaScript and familiarity with ServiceNow’s scripting engines (Glide API) to create advanced business rules, client scripts, and script includes. Experience building workflows and automation using Flow Designer and knowledge of ServiceNow’s configuration tools (UI Actions, Notifications, etc.). Skilled in using ServiceNow’s Automated Test Framework (ATF) or similar testing/QA tools to develop and run tests for new features and updates. Comfortable working with web technologies (HTML/CSS, REST/SOAP web services) for integrations and portal customization.
ITSM/Process Knowledge: Solid understanding of IT Service Management processes (Incident, Problem, Change, Request Fulfillment) and familiarity with frameworks like ITIL. Experience configuring or supporting ITSM modules on ServiceNow (e.g., Service Catalog, CMDB, Knowledge Management). Exposure to additional ServiceNow product areas such as IT Operations Management (Discovery, Service Mapping), HR Service Delivery, or Security Operations is beneficial.
Analytical & Soft Skills: Strong analytical and problem-solving abilities with keen attention to detail, especially in diagnosing platform issues and ensuring quality solutions. Excellent communication skills, with the ability to work collaboratively in a team and communicate technical concepts to non-technical stakeholders clearly. Experience working in Agile/Scrum development environments is a plus. A self-starter attitude with a passion for continuous learning and a mindset for delivering an exceptional employee user experience through the ServiceNow platform.

Responsibilities

Maintain & Support the Platform: Oversee the daily administration of the ServiceNow platform, including user account management, access controls, and module configurations, to ensure high availability and performance. Monitor system health, usage, and error logs; proactively address performance or integration issues to maintain optimal platform uptime and responsiveness.
Implement Enhancements & Solutions: Configure and develop new features, enhancements, and workflows on the ServiceNow platform based on stakeholder requirements. This includes creating or customizing forms, fields, UI policies, business rules, client scripts, and Flow Designer workflows to streamline processes and reduce manual effort. Ensure that all customizations follow development best practices and are documented.
Platform Upgrades & Quality Assurance: Lead the planning and execution of platform upgrades, patches, and module deployments. Coordinate testing and validation (including use of ServiceNow’s Automated Test Framework or other testing tools) to ensure that changes and new releases do not disrupt existing services. Conduct thorough QA, identify and fix defects, and manage regression testing for continuous platform reliability.
Integration & Automation: Work on integrating ServiceNow with other enterprise systems and data sources (e.g. via REST/SOAP APIs or MID Server) to enable end‑to‑end automation across tools. Develop and maintain integration scripts and ensure data flows (such as CMDB updates or incident feeds) are accurate and secure. Where possible, leverage ServiceNow’s integration Hub and spokes for codeless connectivity.
Incident Resolution & Continuous Improvement: Act as a subject matter expert to troubleshoot and resolve issues or service requests related to ServiceNow. Perform root cause analysis for critical incidents or recurring problems and implement permanent fixes. Analyze platform usage and incident trends to identify opportunities for process improvements or tool enhancements, contributing ideas to improve user experience and service efficiency.
Governance & Security: Ensure the platform is secure and compliant with organizational policies and industry regulations. Implement role-based access controls, data retention rules, and audit routines. Work closely with governance teams to enforce development standards, review changes for compliance (e.g., ITIL alignment, HIPAA or data protection requirements if applicable), and maintain documentation such as design specs, test plans, and support procedures.
Collaboration & Knowledge Sharing: Collaborate with process owners, business analysts, developers, and other stakeholders to understand business needs and translate them into ServiceNow solutions. Conduct user training sessions or demos for new features and assist in developing user-friendly documentation and knowledge base articles. Mentor junior team members or administrators by sharing best practices in ServiceNow development, scripting, and problem-solving. Engage with the broader ServiceNow community (forums, conferences, user groups) to stay current with platform capabilities and bring back insights to benefit the team.Together, these responsibilities ensure that our ServiceNow environment continuously evolves to meet organizational needs, driving digital transformation and operational excellence across the company.