Service Now Systems Administrator

Homecare Homebase is seeking an experienced Service Now Administrator to own the day-to-day administration, health, stability, and governance of the Service Now 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 Service Now 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

• Administer Service Now 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‑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‑review controls

AI & Modern Platform Capabilities:

• Administer Service Now 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‑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‑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, 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‑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 Service Now administration experience in enterprise environments

• Strong hands-on experience with Service Now system administration and configuration‑on experience with Service Now 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 Service Now features‑enabled Service Now features

• Strong written and verbal communication skills

Preferred Qualifications

• Service Now Certified System Administrator (CSA)

• ITIL certification

• Experience with AI governance, automation, or AI enabled platforms‑enabled platforms

• Healthcare, SaaS, or regulated industry experience‑industry experience

• Experience working alongside Service Now Platform Architects or Centers of Excellence

About Us

Founded in 1999, Homecare Homebase, a subsidiary of Hearst Corporation is a market leader in healthcare software development providing mobile cloud-based solutions for clinical, operational, and financial improvement of home care, hospice and personal care agencies throughout the United States. Our software enables real time solutions for wireless information exchange and communication between office staff, field staff, and physicians.

Our success is fueled by our talented teams that are driven by their passion to make a difference in patient care. Our employees work in a culture that is guided by CARES values: Care, Act, Respect, Excel, and Smile (a positive attitude). If you want to work in a role where your skills have a direct influence on patient care, Homecare Homebase is the next step in your career. We are hiring team members who want to make a difference.

What You Can Expect from Us

At Homecare Homebase, 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 that Homecare Homebase is a great place to build your career.

Our Team Members Also Enjoy

Meaningful work. Our employees often tell us that their work gives them a sense of purpose because it makes a difference in the lives of clinicians and homecare staff, as well as the patients they serve.

Leaders who care. President Luke Rutledge has continued the mission to create a culture that cares – one that appreciates and takes good care of its people. As a result, being an employee of HCHB feels like being a member of a big family.

Flexibility. We value work-life balance because we know that happy employees create happy clients. That's why Homecare Homebase offers both full and part-time career opportunities to fit life's unique demands.

A company that gives back. Every year, Homecare Homebase proudly supports numerous charitable fundraising initiatives that align with our mission of empowering exceptional care and helping others in need.

This position does not provide sponsorship. All applicants should have the right to work in the US without immigration sponsorship.