ServiceNow System Administrator
Hearst · Dallas
The Opportunity
Keep the ServiceNow platform secure, reliable and efficient in a mission-critical healthcare environment. As ServiceNow Systems Administrator, you'll own the day-to-day administration, health, stability and governance of the platform at Homecare Homebase, while enabling AI-powered capabilities such as Now Assist in a governed and compliant manner.
You'll partner closely with Platform Architects, Platform Support and business stakeholders to support operational excellence and continuous improvement.
What You'll Do
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.
- Validate AI-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 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 and 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 escalation point for platform and AI-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.
What You'll Bring
Required Qualifications
- 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 (Business Rules, Client Scripts).
- Experience or exposure to Now Assist or AI-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.
Additional Information
Sponsorship: This position does not provide immigration sponsorship. Applicants must have the right to work in the U.S. without immigration sponsorship.
What You Can Expect From Us
We don't just help our clients succeed; we help our employees succeed. Competitive pay, robust benefits and professional development opportunities are a few of the many reasons Homecare Homebase is a great place to build your career.
- Meaningful work. Make a difference in the lives of clinicians and home-based care teams—and ultimately the patients they serve.
- Leaders who care. Work in a culture where leaders value, support and invest in their people.
- Flexibility. We value work-life balance and offer career opportunities designed to support life's changing demands.
- A company that gives back. Each year, Homecare Homebase supports charitable initiatives that align with our mission of empowering exceptional care and helping others in need.
Sound like a good fit? We'd love to hear from you.