System Administrator III (Service Now Administrator)

About the role

The Systems Administrator III, as a member of the IT Infrastructure team, is responsible for implementing and maintaining a high performance, highly available systems and ServiceNow environment supporting users throughout the organization. This role will provide recommendations for moderately complex challenges and business needs, design, implement, operate, and improve application services including on-premises and cloud-based applications, monitoring and alerting, configuration management, and servers. This role offers the opportunity to make a significant impact on the organization by introducing and improving technological solutions using modern technologies.

Responsibilities

• Administer and use ServiceNow for incidents, problems, and changes enforcing least privilege, auditing and appropriate handling of sensitive information (e.g., PHI/PII).
• Deliver technical resolution with documentation for escalated complex technical issues.
• Develop and maintain automation, dashboards, workflows, assignment rules, and reporting.
• Participate in change management and release governance for all production changes.
• Maintain CI classes and relationships; manage CMDB health, identification & reconciliation rules, and data governance; coordinate population sources.
• Administer hardware and/or software asset lifecycles, asset-to-CI relationships, normalization, and reconciliation; support license compliance.
• Maintain configuration documentation, runbooks, and change/decision log for platform governance.
• Identify, monitor, and address lifecycle events for all assigned platforms and apps.
• Establish and maintain effective professional relationships across the business and with external business partners.
• Serve as escalation point for platform configuration issues and support requests.
• Identify areas of opportunities, propose, and implement solutions.
• Improve work quality by creating standard operating procedures and gaining adoption.
• Improve effectiveness of team members by promoting an environment of knowledge sharing.
• Ensure compliance and adherence to all company policies and procedures.
• Attend in-office meetings, participate in meetings, and attend educational programs as needed.
• Serve as Level 3 technical support for platform incidents, including diagnosis, resolution, and root cause analysis.
• Execute user provisioning and access changes against approved access policies.
• Curate and maintain a platform-focused knowledge base for users and support tiers.
• Produce and maintain technical documentation for all configurations, customizations, and integrations.
• Manage sandbox and demo environments to support development and stakeholder review.
• Own the technical relationship with ServiceNow as the vendor, including support case management, HI portal engagement, and participation in release readiness activities.
• Other duties as assigned.

Qualifications

• 2+ year college degree in relevant field of study or equivalent working experience (4+ year college degree highly preferred).
• 4+ years relevant work experience.
• 3+ years ServiceNow Administration and Development experience.
• 3+ years Microsoft/Office 365 Administration, Configuration, and Automation.
• 3+ years Installation, Configuration, and Troubleshooting Enterprise Applications.
• 3+ years Cloud Infrastructure Administration (AWS, Azure).
• 3+ years Windows Server Installation, Configuration, and Troubleshooting.
• 3+ years Windows Server patching and Upgrading.
• 1+ years Backup, Recovery, and Business Continuity.
• 1+ years Configuring and Maintaining Monitoring and Alerting.
• 1+ years Configuration and Troubleshooting IP Networking, Domain Name Services, and E-mail routing.
• ServiceNow Certified System Administrator or equivalent.
• Ability to follow change management processes.
• Success creating and deploying process automation (BASH, PowerShell, Python, JavaScript, JSON, etc.).
• Demonstrated ability to deliver results with multiple concurrent projects.
• Demonstrated ability to solve complex technical problems.
• Strong skills in creating and maintaining a high performing, highly available environment.
• Excellent communication and documentation skills.
• Ability to work effectively in a team environment while being self-motivated and independent.
• Positive attitude and ability to technically mentor other team members.
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint, Visio, OneNote).

Preferred Qualifications

• Experience administering IAMS environments and EntraID.
• Telephony System Administration and Troubleshooting Experience.
• Database Administration and Troubleshooting Experience.
• Relevant industry certifications (AWS, Azure, Cisco, Microsoft, CompTIA, VMware, etc.).
• Experience working in an agile environment.