ServiceNow Administrator

Empath Health

is seeking a detail-oriented Service Now Administrator to join our Information Technology team. In this role, the Service Now Administrator manages, configures, and maintains the Service Now platform within the healthcare organization. This role is central to integrating Service Now modules with existing healthcare systems, supporting operational excellence, and ensuring regulatory compliance. The Administrator collaborates with IT, clinical, and business teams to optimize workflows and align the platform with organizational priorities.

• Administer and maintain the Service Now platform, including user management, roles, groups, and permissions, in line with ITSM best practices.
• Configure and integrate Service Now modules (Incident, Problem, Change, Asset, Knowledge, Service Catalog) tailored to healthcare operations.
• Collaborate with technical teams to connect Service Now with critical healthcare systems (EHR, HRIS, financial platforms) for seamless data exchange and workflow automation.
• Develop, test, and implement workflows, business rules, UI policies, and automation scripts aligned with ITIL and ITSM methodologies.
• Continuously evaluate and refine Service Now processes to enhance service delivery, incident response, and change management.
• Monitor system performance, apply upgrades and patches, and resolve platform issues to ensure reliability and high availability.
• Maintain compliance with HIPAA, HITECH, and other healthcare regulations regarding data privacy, security, and auditability.
• Provide technical support, knowledge transfer, and training for end-users, including clinical and business staff, to foster adoption of best practices in ITSM and Service Now usage.
• Create and maintain thorough documentation of platform configuration, integrations, customizations, and ITSM process flows.
• Participate in IT change advisory board meetings and on-call support rotation as required.

• Earn Competitive Pay: Your skills and contributions are recognized and rewarded.

• Benefits & Wellness: Medical, dental, vision, life insurance, retirement with company match, plus wellness programs to support your mind and body.

• Industry-Leading PTO: 5+ weeks to rest, recharge, and live your Full Life.

• Grow Your Career: CEU support, tuition reimbursement, and advancement opportunities.

• Make a Difference: Join a mission-driven team dedicated to kindness, compassion, and Full Life Care for All.

Professional Certifications (Preferred):

• Service Now Administrator certification
• ITIL Foundation or higher
• Other relevant certifications in IT service management or project/program leadership

• Bachelor’s degree in Computer Science, Information Technology, or a related field/experience required.
• 2+ years of Service Now administration experience, ideally within a healthcare or regulated environment.
• Demonstrated expertise in configuring and integrating Service Now ITSM modules.
• Experience implementing ITSM best practices and working within ITIL frameworks.
• Familiarity with healthcare regulations (HIPAA, HITECH) and compliance within ITSM processes.
• Proficiency with JavaScript, HTML, and web technologies for platform customization.
• Experience with integration tools and APIs is advantageous.

Unified in empathy, we serve our communities through extraordinary Full Life Care for All. Empath Health is a not-for-profit healthcare organization providing Full Life Care through a connected network of services across Florida, including hospice, home health, grief care, geriatric primary care, elder care (PACE), HIV and sexual health (EPIC), and dementia support. Full Life Care means caring for the whole person, body, mind, and spirit, with empathy and dignity.

Our care goes beyond medicine to help people feel seen, supported, and valued at every stage of life. At Empath Health, you’ll find purpose, partnership, and possibility in a culture where compassion drives excellence and every team member helps make life’s journey more meaningful.

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.