IT ServiceNow Administrator

IT ServiceNow Administrator

Job ID: 290739
Location: Augusta University
Full/Part Time: Full Time
Regular/Temporary:

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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.

Augusta University's distinct characteristics in education and research include real-world experiences and community engagement, as well as a culture of building community, corporate and government partnerships that address health, security, economic and societal concerns locally and across the state.

The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found online at

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found online at .

Location

Augusta University-

Our Health Sciences Campus: 1120 15th Street, Augusta, GA 30912

Our Summerville Campus: 2500 Walton Way, Augusta, GA 30904

College/Department Information

The Division of Information Technology's mission at Augusta University is to anticipate and respond effectively to a changing world with agile, innovative, robust and secure services that educate and inspire students, empower clinicians, educators, researchers and administrators, advance learning, discovery and care.

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

Recruitment Period: Until Filled

Augusta University offers a variety of benefits to full-time benefits-eligible employees and some of our half-time (or more) employees.

Benefits that may be elected could include health insurance, dental insurance, life insurance, Teachers Retirement System (or Optional Retirement Plan), as well as earned vacation time, sick leave, and 13 paid holidays.

Also, our full-time employees who have been employed with us successfully for more than 6 months can be considered for the Tuition Assistance Program. Consider applying with us today!

Conditions of Employment

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

If applicable for the specific position based on the duties: the candidate will also need to have a credit check completed for Positions of Trust and or approved departmental Purchase Card usage.

Motor vehicle reports are required for positions that are required to drive an Augusta University vehicle.

For Faculty Hires: Final candidates will be required to provide proof of completed academic degree(s) as well as post-secondary coursework in the form of original transcript(s). Those candidates trained by a foreign institution will also be required to provide an educational/credential evaluation.

All employees are responsible for ensuring the confidentiality, availability, and integrity of sensitive [patient, student, employee, financial, business, etc.] information by exercising sound judgment and adhering to cybersecurity and privacy policies during their employment and beyond.

Other Information

This position is also responsible for promoting a customer-friendly environment and providing superior service to our patients, students, faculty, and employees. "Augusta University is a patient-and family-centered care institution, where employees partner every day with patients and families for success."

Augusta University is a tobacco-free environment, and the use of any tobacco products on any part of the campus, both inside and outside, is strictly prohibited.

Equal Employment Opportunity

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

How To Apply

Consider applying with us today!

Select University Faculty & Staff > External Applicants if you are a candidate from outside the university

Select University Faculty & Staff > Internal Applicants if you are a current university employee

If you need further assistance, please contact us at 706-721-9365

To apply, visit