IT ServiceNow Administrator

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 12,000 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 https://www.augusta.edu/about/mission.php 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 https://www.usg.edu/hr/orientation/welcome_to_the_board_of_regents_university_system_office 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 https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found online at https://www.usg.edu/policymanual/section6/C2653.

Augusta University -

Our Health Sciences Campus:

1120 15th Street, Augusta, GA 30912

Our Summerville Campus:

2500 Walton Way, Augusta, GA 30904

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.

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.

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.

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.

GOVERNANCE & COMPLIANCE:
Ensure compliance with organizational policies, security standards, and audit requirements.
Participate in governance activities and contribute to platform strategy and roadmap planning.

INTEGRATION & AUTOMATION:
Develop and maintain integrations with external systems using APIs, MID Servers, and IntegrationHub.
Automate tasks and processes using Flow Designer, Business Rules, Script Includes, and other scripting tools.

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.

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 other duties as assigned.

Bachelor's degree from an accredited college or university and two years of relevant experience.

OR

Associate's degree from an accredited college or university and five years of relevant experience.

Strong understanding of ITIL and service management principles.
Experience with ServiceNow modules such as CMDB, Dashboards, Integrations, and Platform Analytics.
ServiceNow Certified System Administrator (CSA) and/or related certifications offered through ServiceNow.

KNOWLEDGE
Knowledge of ServiceNow system administration, Microsoft Office, relational databases, identity management, role management, vendor management, corporate policy development, use cases, test plans, information privacy and security

SKILLS
Excellent analytical, troubleshooting, and communication skills.

Proficiency in JavaScript, HTML, CSS, and ServiceNow scripting tools.

ABILITIES
Ability to maintain confidentiality

Ability to work independently and manage multiple priorities in a fast-paced environment.

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.

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.

Augusta University is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, genetic information, national origin, race, religion, sex, or veteran status, or any other status protected by applicable law.

Consider applying with us today!

Applicants are encouraged to tailor their resumes to the position of interest by clearly highlighting relevant work experience and skills gained from previous employment. Resumes should reflect how your background aligns with the qualifications and responsibilities of the role.

https://www.augusta.edu/hr/jobs/

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