ServiceNow Systems Administrator II

Job Description

The Service Now Systems Administrator is responsible for the configuration, maintenance, and day‑to‑day support of the organization’s Service Now platform. This role ensures the platform operates efficiently, aligns with business processes, and supports ongoing enhancements. The ideal candidate combines technical expertise with strong problem‑solving skills and a commitment to delivering a high‑quality user experience.

• Manage, configure, and maintain Service Now modules including Incident, Problem, Change, Request, CMDB, Knowledge, and Asset Management.
• Perform routine platform maintenance such as updates, patches, and performance monitoring.
• Create and maintain Service Now users, groups, roles, and access controls (ACLs).

• Build and modify forms, fields, workflows, business rules, UI policies, client scripts, and notifications.
• Develop and maintain Service Catalog items and associated workflows.
• Support integrations with external systems using REST/SOAP APIs, MID Servers, and other integration tools.

• Troubleshoot platform issues and provide timely resolution for incidents and service requests.
• Monitor system performance and proactively identify optimization opportunities.
• Maintain platform documentation, configuration records, and standard operating procedures.

• Ensure compliance with Service Now best practices, security standards, and organizational policies.
• Collaborate with process owners to improve ITSM/ITOM processes and enhance platform usability.
• Participate in planning and execution of platform upgrades and new module implementations.

• Experience administering and configuring the Service Now platform (typically 2–5 years).
• Strong understanding of ITSM processes (Incident, Problem, Change, Request).
• ITIL foundations or other IT best practices or framework certification.
• Hands‑on experience with Service Now configuration: workflows, business rules, UI policies, client/server scripts, and catalog items.
• Familiarity with JavaScript, HTML, CSS, and Service Now’s scripting environment.
• Experience with integrations (REST/SOAP APIs, MID Server).
• Understanding of CMDB structure, discovery, and asset management concepts.
• Ability to analyze requirements and translate them into technical solutions.
• Strong troubleshooting skills and attention to detail.
• Experience with Agile methodologies and ITIL frameworks.
• Background in enterprise IT operations or systems administration.
• Knowledge of Service Now Flow Designer, Integration Hub, or Performance Analytics.

• Bachelor’s degree in computer science, business, or mathematics or equivalent work history and education.
• Service Now System Administrator (CSA) certification highly preferred.
• Additional Service Now certifications (ITSM, ITOM, HRSD, Discovery, etc.).

• Excellent communication and documentation abilities.
• Strong customer service mindset.
• Ability to work independently and collaboratively across teams.
• Organized, proactive, and comfortable managing multiple priorities.

At Atlantic Health System, our promise to our communities is:
Anyone who enters one of our facilities will receive the highest quality care delivered at the right time, at the right place, and at the right cost. This commitment is also echoed in the respect, development and opportunities we give to our more than 20,000 team members. Headquartered in Morristown, New Jersey, we are one of the leading non‑profit health care systems in the nation.

Our facilities and sites of care include:

• Morristown Medical Center, Morristown, NJ
• Overlook Medical Center, Summit, NJ
• Newton Medical Center, Newton, NJ
• Chilton Medical Center, Pompton Plains, NJ
• Hackettstown Medical Center, Hackettstown, NJ
• Goryeb Children's Hospital, Morristown, NJ
• Centra State Healthcare System, Freehold, NJ
• Atlantic Home Care and Hospice
• Atlantic Mobile Health
• Atlantic Rehabilitation

We also have more than 900 community‑based healthcare providers affiliated through Atlantic Medical Group. Atlantic Accountable Care Organization is one of the largest ACOs in the nation, and we are…