IT ServiceNow Administrator

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About Us

Augusta University is Georgia's innovation center for education and health care, training the next generation of innovators, leaders, and healthcare providers in classrooms and clinics on four campuses in Augusta and locations across the state. More than 10,500 students choose Augusta for educational opportunities at the center of Georgia's cybersecurity hub and experiential learning that blends arts and application, humanities, and the health sciences. Augusta is home to Georgia's only public academic health center, where groundbreaking research is creating a healthier, more prosperous Georgia, and world-class clinicians are bringing the medicine of tomorrow to patient care today. Our mission and values make Augusta University an institution like no other.

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

Conditions of Employment

All selected candidates are required to successfully pass a Background Check review prior to starting with Augusta University.

Equal Employment Opportunity

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

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