ServiceNow Administrator II / Information Technology

At Children’s, the region’s only full-service pediatric healthcare center, our people make us the very best for kids. Come cultivate your passion, purpose and professional development in an environment of excellence and inclusion, where team members are supported and deeply valued. Opportunities for career growth abound as we grow our services and spaces, including the cutting-edge Hubbard Center for Children. Join our highly engaged, caring team—and join us in providing brighter, healthier tomorrows for the children we serve.

Children's is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities.

A Brief Overview The ServiceNow Administrator II is responsible for the administration, configuration, governance, and continuous improvement of the ServiceNow platform within a healthcare environment. This role ensures the platform effectively supports clinical, operational, and administrative teams while maintaining high standards for system reliability, security, compliance, and data integrity. This role will work in collaboration with the ServiceNow Administrator I to maintain the ServiceNow environment. Given the mission-critical nature of healthcare operations, the ServiceNow Administrator plays a key role in supporting service management processes that directly impact patient care, regulatory compliance, and organizational efficiency.

Essential Functions

• Administer and maintain the ServiceNow platform, including user access, role-based security, and group management
• Configure and support ITSM modules including Incident, Problem, Change, Request, Knowledge, Service Catalog, and CMDB
• Design and maintain workflows, business rules, client scripts, UI policies, and automation
• Oversee platform upgrades, patches, and enhancements to ensure minimal disruption to clinical operations
• Oversee platform upgrades, patches, and enhancements to ensure minimal disruption to clinical operations
• Ensure ITSM processes align with ITIL best practices and healthcare operational requirements
• Monitor SLAs and system performance to support timely resolution of clinical and non-clinical issues
• Partner with service desk, infrastructure, applications, and clinical informatics teams to optimize workflows
• Develop dashboards and reporting to provide visibility into service performance, compliance metrics, and operational trends
• Maintain strict adherence to HIPAA, HITECH, and organizational data protection standards
• Ensure proper handling of Protected Health Information (PHI) within the platform
• Maintain audit trails, change documentation, and access controls to support regulatory compliance
• Establish and enforce platform governance standards and development best practices
• Participate in internal and external audit activities as needed
• Identify and implement automation opportunities to improve efficiency and reduce manual effort
• Lead platform optimization initiatives to enhance user experience and system performance
• Provide recommendations for process improvements that support patient safety and operational excellence
• Maintain comprehensive technical documentation

Education Qualifications Bachelor's Degree Bachelor’s degree in Information Technology, Computer Science, Healthcare Informatics, or related field (or equivalent experience) Preferred

Experience Qualifications

• 3 years 3+ years of hands-on experience administering ServiceNow Required
• 1-3 years Experience working in a hospital, health system, or regulated healthcare environment Preferred
• 1 year Experience supporting CMDB governance and discovery Preferred1 year Familiarity with healthcare systems such as EHR platforms (e.g., Epic, Oracle) Preferred

Skills and Abilities

• Strong understanding of ITSM processes and ITIL framework (High proficiency)
• Experience configuring workflows, business rules, client scripts, and Service Catalog items (High proficiency)
• Working knowledge of JavaScript and integrations (REST/SOAP APIs) (Medium proficiency)
• Strong analytical, problem-solving, and documentation skills (Medium proficiency)Ability to prioritize in a fast-paced, high-impact healthcare environment (Medium proficiency)

Licenses and Certifications

• ServiceNow Certified System Administrator (CSA) RequiredAdditional certifications such as Certified Application Developer (CAD) or ITIL Foundation Preferred

Children’s is the very best for kids and the very best for your career! At Children’s, we put YOU first so together, we can improve the life of every child!