ServiceNow Administrator

Job Description Summary

Job Description Summary South Shore Health is seeking a ServiceNow Platform Administrator to support, stabilize, and expand our ServiceNow platform following a recent go-live. This is a foundational role on a lean team—the individual hired will directly impact platform stability, adoption, and long-term success across ITSM, HR Service Delivery (HRSD), and IT Operations Management (ITOM). The ideal candidate is a hands-on, versatile ServiceNow professional who thrives in early-stage environments. Day-to-day work spans platform administration, a growing queue of service catalog and workflow enhancements, Change Management maturity initiatives, CMDB governance, and contributions to future module implementations including Strategic Portfolio Management (SPM).

Job Description

Key Responsibilities

Platform Administration & Support

• Administer the ServiceNow platform daily, ensuring stability and performance across ITSM, HRSD, and ITOM.

• Configure and maintain core components: users, roles, groups, forms, workflows, notifications, knowledge bases, and catalog items.

• Troubleshoot platform issues, data inconsistencies, and configuration problems; manage and prioritize an active enhancement backlog from IT, HR, and clinical stakeholders.

• Provide support for a 24/7 hospital environment, including potential participation in an on-call rotation and occasional off-hours work to ensure platform availability and stability.

Service Catalog Development & Optimization

• Design, build, and deploy new service catalog items to streamline request fulfillment across IT, HR, clinical, and operational teams.

• Redesign existing catalog items to improve usability, routing accuracy, and approval workflows based on stakeholder feedback.

• Build multi-team fulfillment workflows with proper task routing, approval gates, and assignment logic across departments.

• Partner with process owners to document requirements, test configurations, and iterate on catalog design.

Module & Process Support

• Support Incident, Request, Change, Problem, Knowledge, and Service Catalog processes.

• Support HRSD case management including category maintenance, agent workspace configuration, and HR Knowledge Base buildout.

• Drive Change Management maturity by developing CAB processes, standard change templates, and department-specific approval workflows.

• Support CMDB health and governance, Discovery results, and CI relationships during early platform maturity.

• Advance Incident Management capabilities including major incident processes, routing improvements, and streamlined views for support teams.

Platform Growth, Enablement & Governance

• Serve as a primary resource for new module implementations (SPM), including configuration, testing, and deployment support.

• Manage upgrades, patches, and release management; support platform integrations as needed.

• Partner with IT, HR, clinical informatics, and business stakeholders to translate requirements into effective configurations.

• Establish foundational governance, standards, and documentation; build and maintain reports and dashboards to provide visibility into platform usage, performance, and enhancement request status.

• Provide guidance to fulfillers and end users as they ramp up on the platform; implement feedback mechanisms to capture end-user input.

• Ensure platform configurations and workflows comply with organizational policies and applicable healthcare regulations, including HIPAA.

Required Qualifications

• 3+ years of hands-on ServiceNow experience in an administrator or platform analyst role.

• ServiceNow Certified System Administrator (CSA) certification.

• Strong working knowledge of ITSM (Incident, Request, Change, Problem, Knowledge, Service Catalog).

• Experience configuring Service Catalog items including variable sets, workflows, Flow Designer, and multi-team task routing.

• Experience supporting at least one additional module (HRSD, ITOM, SPM, or similar).

• Familiarity with CMDB management, Discovery configuration, and Change Management processes.

• Experience building ServiceNow reports, dashboards, and Performance Analytics visualizations to support operational decision-making.

• Ability to work independently in a fast-paced, evolving environment with limited resources.

• Strong communication skills; ability to work effectively with both technical and non-technical stakeholders.

Preferred Qualifications

• Experience supporting a recent ServiceNow go-live or early-stage implementation with an active optimization backlog.

• Exposure to Strategic Portfolio Management (SPM) or project/portfolio tools.

• Experience in a healthcare or highly regulated environment; familiarity with HIPAA and HITECH compliance requirements.

• Experience with HRSD case management configuration.

• Familiarity with ServiceNow scripting concepts (business rules, client scripts, UI policies) at an administration level—able to read, troubleshoot, and modify existing scripts without requiring full developer expertise.

• ITIL Foundation certification or familiarity with ITIL practices.