Job Specifications
ServiceNow Systems Administrator
Dallas – Fort Worth
Hybrid (3 in-office days/month)
Our client is seeking an experienced ServiceNow Administrator to own the day-to-day administration, health, stability, and governance of the ServiceNow platform in a mission-critical healthcare environment.
This role is responsible for ensuring the platform operates securely, reliably, and efficiently while enabling modern AI-powered capabilities, such as Now Assist, in a governed and compliant manner. The Administrator partners closely with Platform Architects, Platform Support, and business stakeholders to support operational excellence and continuous improvement.‑powered capabilities such as Now Assist in a governed and compliant manner. The Administrator partners closely with Platform Architects, Platform Support, and business stakeholders to support operational excellence and continuous improvement.
Responsibilities
Platform Administration
Administer and maintain ServiceNow environments (DEV, TEST, PROD)
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 changes in alignment with governance and change standards
AI & Modern Platform Capabilities
Administer ServiceNow Now Assist features across supported modules
Configure AI entitlements, role-based access, and usage controls‑based access, and usage controls
Validate AI generated outputs for accuracy, quality, and compliance‑generated outputs for accuracy, quality, and compliance
Support AI-assisted case summarization, response generation, and knowledge creation
Support AI Control Tower for visibility into AI usage and adoption
Enforce responsible AI governance, including data privacy and human review controls
Configuration & Automation
Configure forms, fields, workflows, Flow Designer flows, UI policies, and notifications
Maintain the Service Catalog and request workflows
Administer user roles, groups, ACLs, and security policies
Support automation and intelligent routing while ensuring platform stability
ITSM & Operations Support
Administer core ITSM processes: Incident, Problem, Change, Request, Knowledge
Support CMDB, Asset Management, IT Operations Management, Strategic Portfolio Management, and Customer Service Management
Maintain CMDB accuracy, CI relationships, and CSDM alignment
Support & Collaboration
Serve as an escalation point for platform and AI related issues‑related issues
Partner with Platform Architects and stakeholders on requirements and solution validation
Support audits, compliance activities, and platform documentation
Contribute to continuous improvement and platform optimization initiatives
Partner with developers, architects, product owners, and business stakeholders to translate requirements into platform solutions
Support release testing, deployment activities, and post-release validation
Participate in incident, problem, and root-cause analysis related to platform issues
Your Qualifications
4-8+ years of ServiceNow administration experience in enterprise environments
Strong hands-on experience with ServiceNow system administration and configuration‑on experience with ServiceNow system administration and configuration
Solid understanding of ITSM and ITIL best practices
Experience supporting production, regulated, or mission critical systems‑critical systems
Working knowledge of CMDB, CSDM, and data governance
Basic scripting knowledge for admin-level support (Business Rules, Client Scripts)‑level support (Business Rules, Client Scripts)
Experience or exposure to Now Assist or AI enabled ServiceNow features‑enabled ServiceNow features
Strong written and verbal communication skills
Preferred Qualifications
ServiceNow Certified System Administrator (CSA)
ITIL certification
Experience with AI governance, automation, or AI-enabled platforms
Healthcare, SaaS, or regulated industry experience
Experience working alongside ServiceNow Platform Architects or Centers of Excellence
About our client
Our client is a market leader in healthcare software development, providing mobile, cloud-based solutions to improve clinical, operational, and financial performance for companies, hospices, and personal care agencies throughout the United States. Their software enables real-time wireless communication and information exchange among office staff, field staff, and physicians.