ServiceNow Administrator

Summary

Join our team as a ServiceNow Administrator/Developer to support, administer, and maintain our IT Service Management (ITSM) module. This remote position in Jackson, MS is for up to 5 years. You will be responsible for system administration, break/fix support, development and configuration, enhancements and continuous improvement, training and documentation, and collaboration and planning. The ideal candidate will have 3+ years of experience as a ServiceNow Administrator or Developer and be a ServiceNow Certified System Administrator (CSA). Experience in a public sector or Medicaid environment is required, along with experience preparing a platform for expansion, particularly with Public Sector Digital Services or other ServiceNow modules. Strong understanding of the ITSM module and experience with JavaScript, Glide scripting, and ServiceNow APIs are also necessary.

Requirements

• 3+ years of experience as a ServiceNow Administrator or Developer
• ServiceNow Certified System Administrator (CSA)
• Experience in a public sector or Medicaid environment
• Experience preparing a platform for expansion, particularly with Public Sector Digital Services or other ServiceNow modules
• Strong understanding and hands-on experience with the ITSM module (Incident, Problem, Change, Knowledge, Service Catalog, etc.)
• Experience with JavaScript, Glide scripting, and ServiceNow APIs
• Familiarity with ServiceNow update sets, scoped applications, and integrations
• Ability to work independently and manage multiple priorities
• Excellent communication and documentation skills

Responsibilities

• Serve as the primary administrator for the ServiceNow ITSM module
• Monitor system health, performance, and functionality
• Manage user roles, groups, and permissions
• Ensure adherence to platform governance, change control, and development standards
• Troubleshoot and resolve technical issues within the ITSM module
• Conduct root cause analysis for incidents and implement permanent fixes
• Manage incident and request queues related to ServiceNow issues
• Design and configure workflows, forms, fields, business rules, client scripts, UI policies, and service Catalog items within the ITSM module
• Develop and maintain integrations with other systems, as needed
• Create and maintain reports and dashboards
• Analyze business requirements and propose scalable, secure solutions in the ServiceNow platform
• Provide recommendations for improvements and enhancements to existing ITSM workflows and features
• Prepare for future module implementations (e.g., Public Sector Digital Services)
• Create and maintain system documentation and user guides
• Train internal staff on use and capabilities of the ServiceNow ITSM module
• Serve as liaison between IT leadership, business units, and ServiceNow support/vendor resources
• Participate in roadmap discussions and assist in planning future ServiceNow expansions

Preferred Qualifications

• ServiceNow Certified Application Developer
• Experience in a public sector or Medicaid environment
• Experience preparing a platform for expansion, particularly with Public Sector Digital Services or other ServiceNow modules