Emory Healthcare · 6 hours ago
ServiceNow Platform Administrator
United States
Full-time
Remote
Senior Level
5+ years expEmory Healthcare is a leading healthcare provider that values professional development and offers a supportive environment. They are seeking a ServiceNow Platform Administrator/Engineer to maintain and enhance the ServiceNow platform while collaborating with cross-functional teams to optimize processes and drive automation.
Health CareMedical
Responsibilities
Maintain & Support the Platform: Oversee the daily administration of the ServiceNow platform, including user account management, access controls, and module configurations, to ensure high availability and performance. Monitor system health, usage, and error logs; proactively address performance or integration issues to maintain optimal platform uptime and responsiveness
Implement Enhancements & Solutions: Configure and develop new features, enhancements, and workflows on the ServiceNow platform based on stakeholder requirements. This includes creating or customizing forms, fields, UI policies, business rules, client scripts, and Flow Designer workflows to streamline processes and reduce manual effort. Ensure that all customizations follow development best practices and are documented
Platform Upgrades & Quality Assurance: Lead the planning and execution of platform upgrades, patches, and module deployments. Coordinate testing and validation (including use of ServiceNow’s Automated Test Framework or other testing tools) to ensure that changes and new releases do not disrupt existing services. Conduct thorough QA, identify and fix defects, and manage regression testing for continuous platform reliability
Integration & Automation: Work on integrating ServiceNow with other enterprise systems and data sources (e.g. via REST/SOAP APIs or MID Server) to enable end‑to‑end automation across tools. Develop and maintain integration scripts and ensure data flows (such as CMDB updates or incident feeds) are accurate and secure. Where possible, leverage ServiceNow’s integration Hub and spokes for codeless connectivity
Incident Resolution & Continuous Improvement: Act as a subject matter expert to troubleshoot and resolve issues or service requests related to ServiceNow. Perform root cause analysis for critical incidents or recurring problems and implement permanent fixes. Analyze platform usage and incident trends to identify opportunities for process improvements or tool enhancements, contributing ideas to improve user experience and service efficiency
Governance & Security: Ensure the platform is secure and compliant with organizational policies and industry regulations. Implement role-based access controls, data retention rules, and audit routines. Work closely with governance teams to enforce development standards, review changes for compliance (e.g., ITIL alignment, HIPAA or data protection requirements if applicable), and maintain documentation such as design specs, test plans, and support procedures
Collaboration & Knowledge Sharing: Collaborate with process owners, business analysts, developers, and other stakeholders to understand business needs and translate them into ServiceNow solutions. Conduct user training sessions or demos for new features and assist in developing user-friendly documentation and knowledge base articles. Mentor junior team members or administrators by sharing best practices in ServiceNow development, scripting, and problem-solving. Engage with the broader ServiceNow community (forums, conferences, user groups) to stay current with platform capabilities and bring back insights to benefit the team
Qualification
Required
Bachelor's degree in Computer Science, Information Systems, Information Technology, Engineering, Business Information Systems, or a related field, OR an equivalent combination of education and experience
5+ years of hands-on experience administering or engineering enterprise systems or workflow platforms in a production environment
Demonstrated experience managing platform configurations, upgrades, access controls, and integrations
Experience supporting enterprise-scale user populations and mission-critical business processes
Advanced knowledge of enterprise systems administration and configuration
Experience managing users, roles, permissions, and access controls
Ability to design and implement workflows, automation, and system enhancements
Strong troubleshooting and root-cause analysis skills for complex system issues
Experience leading upgrades, releases, and system testing activities
Strong analytical, organizational, and problem-solving skills
Ability to communicate technical concepts clearly to non-technical stakeholders
Ability to manage multiple priorities in a complex enterprise environment
Preferred
Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent work experience)
5 years of hands-on experience in ServiceNow administration and/or development, with a track record of managing platform configurations, updates, and integrations in a production environment
ServiceNow Certified System Administrator (CSA) credential (strongly preferred)
Additional certifications such as ServiceNow Certified Application Developer (CAD) or Certified Implementation Specialist (ITSM or other module) are a plus
Proficiency in JavaScript and familiarity with ServiceNow's scripting engines (Glide API) to create advanced business rules, client scripts, and script includes
Experience building workflows and automation using Flow Designer and knowledge of ServiceNow's configuration tools (UI Actions, Notifications, etc.)
Skilled in using ServiceNow's Automated Test Framework (ATF) or similar testing/QA tools to develop and run tests for new features and updates
Comfortable working with web technologies (HTML/CSS, REST/SOAP web services) for integrations and portal customization
Solid understanding of IT Service Management processes (Incident, Problem, Change, Request Fulfillment) and familiarity with frameworks like ITIL
Experience configuring or supporting ITSM modules on ServiceNow (e.g., Service Catalog, CMDB, Knowledge Management)
Exposure to additional ServiceNow product areas such as IT Operations Management (Discovery, Service Mapping), HR Service Delivery, or Security Operations is beneficial
Strong analytical and problem-solving abilities with keen attention to detail, especially in diagnosing platform issues and ensuring quality solutions
Excellent communication skills, with the ability to work collaboratively in a team and communicate technical concepts to non-technical stakeholders clearly
Experience working in Agile/Scrum development environments is a plus
A self-starter attitude with a passion for continuous learning and a mindset for delivering an exceptional employee user experience through the ServiceNow platform
Benefits
Comprehensive health benefits that start day 1
Student Loan Repayment Assistance & Reimbursement Programs
Family-focused benefits
Wellness incentives
Company
Emory Healthcare
Emory Healthcare is the largest healthcare system in the state of Georgia., United States.
10001+ employees
H1B Sponsorship
Emory Healthcare has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (48)
2024 (68)
2023 (30)
2022 (25)
2021 (12)
2020 (7)
Funding
Current Stage
Late StageLeadership Team
Jennifer Schuck
Chief Executive Officer
Joon S Lee MD
Chief Executive Officer
Recent News
2025-09-01
Company data provided by crunchbase