"IT ServiceNow Administrator"

Job Summary

The ServiceNow Administrator is responsible for the day-to-day administration, configuration, and maintenance of the ServiceNow platform in support of the organization's service management initiatives. This role ensures the platform operates efficiently, securely, and aligns with business needs while supporting continuous improvement and digital transformation efforts.

Responsibilities

The duties include, but are not limited to:

• PLATFORM ADMINISTRATION & CONFIGURATION: Manage and maintain the ServiceNow platform, including user and group management, roles, ACLs, and data policies. Configure and customize applications, workflows, forms, and UI policies using ServiceNow best practices. Perform regular platform upgrades, patching, and performance tuning.
• PROCESS & SERVICE MANAGEMENT: Support ITIL processes including Incident, Problem, Change, Request, and Knowledge Management. Maintain and enhance the Service Catalog and associated workflows. Oversee and maintain the Configuration Management Database (CMDB), ensuring data integrity and accuracy.
• INTEGRATION & AUTOMATION: Develop and maintain integrations with external systems using APIs, MID Servers, and Integration Hub. Automate tasks and processes using Flow Designer, Business Rules, Script Includes, and other scripting tools.
• GOVERNANCE & COMPLIANCE: Ensure compliance with organizational policies, security standards, and audit requirements. Participate in governance activities and contribute to platform strategy and roadmap planning.
• SUPPORT & COLLABORATION: Provide technical support and training to end-users and stakeholders. Collaborate with business units to gather requirements and deliver solutions that meet organizational goals. Maintain documentation for configurations, customizations, and standard operating procedures.
• CONTINUOUS IMPROVEMENT: Apply process improvement methodologies to enhance service delivery and operational efficiency. Use data-driven decision-making to identify trends, root causes, and opportunities for optimization.
• OTHER: Perform all other duties as assigned.

Required Qualifications

Bachelor's degree from an accredited college or university and a minimum of two years of experience in computer science, information technology, or related field OR Associate's degree from an accredited college or university and five years of experience.

Preferred Qualifications

Experience in ServiceNow administration and change management. ServiceNow Administrator certification is preferred. Strong knowledge of IT service management principles and practices, including ITIL. Experience in configuring and customizing ServiceNow applications, including workflows, business rules, UI policies, and scripting. Familiarity with ITIL-based change management processes. Strong analytical and problem-solving skills, with the ability to quickly diagnose and resolve issues.

Knowledge, Skills, & Abilities

KNOWLEDGE

Advanced knowledge of ITIL, JavaScript, SQL, HTML, Microsoft Office, ServiceNow System Administration, Relational Databases, Identity Management and Information Security, Vendor Management, and development of IT Policy, Use Cases, and Test Plans.

SKILLS

Excellent interpersonal, written, and verbal communication skills. Detail-oriented with strong prioritization and organizational skills.

ABILITIES

Ability to maintain confidentiality. Ability to collaborate effectively with IT teams and business stakeholders. Ability to work independently and manage multiple priorities in a fast-paced environment.

Shift/Salary/Benefits

Shift: Days; M-F (Work outside of the normal business hours may be required). Pay Band: B14. Salary: $75,300/annually. Salary to be commensurate with qualifications of the selected candidate within the established range (generally minimum-midpoint) of the position. Recruitment Period: Until Filled. Augusta University offers a variety of benefits to full-time benefits-eligible employees and some of our half-time (or more) employees. Benefits that may be elected could include health insurance, dental insurance, life insurance, Teachers Retirement System (or Optional Retirement Plan), as well as earned vacation time, sick leave, and 13 paid holidays. Also, our full-time employees who have been employed with us successfully for more than 6 months can be considered for the Tuition Assistance Program.

Conditions of Employment

All selected candidates are required to successfully pass a Background Check review prior to starting with Augusta University. If applicable for the specific position based on the duties: the candidate will also need to have a credit check completed for Positions of Trust and or approved departmental Purchase Card usage. Motor vehicle reports are required for positions that are required to drive an Augusta University vehicle. For Faculty Hires: Final candidates will be required to provide proof of completed academic degree(s) as well as post-secondary coursework in the form of original transcript(s). Those candidates trained by a foreign institution will also be required to provide an educational/credential evaluation. All employees are responsible for ensuring the confidentiality, availability, and integrity of sensitive [patient, student, employee, financial, business, etc.] information by exercising sound judgment and adhering to cybersecurity and privacy policies during their employment and beyond.

Other Information

This position is also responsible for promoting a customer-friendly environment and providing superior service to our patients, students, faculty, and employees. "Augusta University is a patient-and family-centered care institution, where employees partner every day with patients and families for success." Augusta University is a tobacco-free environment, and the use of any tobacco products on any part of the campus, both inside and outside, is strictly prohibited.

Equal Employment Opportunity

Augusta University is proud to be an equal opportunity employer welcoming applicants from underrepresented groups, including individuals with disabilities and veterans.