ServiceNow System Administrator

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 (HCHB), 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.

Hybrid: This hybrid role is based in Dallas, Texas.

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.

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.

Pay and benefits

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.