ServiceNow Admin - W2 Role

ServiceNow Admin – Healthcare Domain - W2 Role

Location: Houston, TX (Remote)

Job Summary

We are seeking a skilled ServiceNow Admin/Developer to support and optimize the ServiceNow platform within a healthcare environment.

The ideal candidate will be responsible for platform administration, configuration, maintenance, and enhancement of ServiceNow modules while ensuring system stability, security, and compliance with healthcare regulations.

This role collaborates with IT teams, business stakeholders, and clinical operations to streamline service delivery and improve operational efficiency.

Key Responsibilities

ServiceNow Administration

· Administer, maintain, and support the ServiceNow platform.

· Configure and customize forms, workflows, business rules, UI policies, ACLs, notifications, and catalog items.

· Manage users, groups, roles, and permissions.

· Monitor platform performance and troubleshoot issues.

· Perform upgrades, patching, and platform maintenance activities.

ITSM & Service Delivery

· Support Incident, Problem, Change, Request, Knowledge, and Asset Management modules.

· Configure and maintain Service Catalog and CMDB.

· Develop and maintain SLAs, workflows, and approval processes.

· Automate manual processes using Flow Designer and Integration Hub.

Integrations & Reporting

· Support integrations with Active Directory, Azure AD, LDAP, and third-party systems.

· Utilize REST/SOAP APIs for data exchange and system connectivity.

· Create dashboards, reports, and performance analytics to monitor KPIs.

· Maintain CMDB data integrity and service mappings.

Healthcare & Compliance

· Ensure ServiceNow configurations align with HIPAA and healthcare security requirements.

· Support audit readiness and documentation efforts.

· Collaborate with clinical and operational teams to improve IT service management processes.

· Maintain adherence to ITIL best practices and organizational standards.

Platform Governance

· Participate in change management and release management activities.

· Document configurations, workflows, and standard operating procedures.

· Provide end-user support and training.

· Recommend enhancements and best practices for platform optimization.

Required Qualifications

· Bachelor's degree in Information Technology, Computer Science, Healthcare Informatics, or equivalent experience.

· 10+ years of ServiceNow Administration/Developer experience.

· Hands-on experience with:

o Incident Management

o Problem Management

o Change Management

o Request Management

o Service Catalog

o CMDB

· Experience configuring workflows, business rules, client scripts, UI policies, and notifications.

· Knowledge of REST/SOAP APIs and integrations.

· Familiarity with ITIL processes and service management best practices.

· Strong troubleshooting, analytical, and communication skills.

· Ability to work independently in a remote environment.

Technical Skills

· ServiceNow Administration

· ITSM Modules (Incident, Change, Problem, Request)

· CMDB and Discovery

· Service Catalog Management

· Flow Designer and Integration Hub

· Business Rules, Client Scripts, UI Policies

· ACLs and Security Configuration

· REST/SOAP APIs

· JavaScript

· Reporting and Performance Analytics

· Active Directory / Azure AD / LDAP

· ITIL Framework

· HIPAA Compliance

Industry Experience

· Hospitals and Health Systems