We are seeking a ServiceNow Administrator / Automation Analyst to support the administration, AI enablement, automation, enhancement, and continued improvement of our ServiceNow platform.
A primary focus of this role will be identifying opportunities to use AI and automation to reduce manual effort, streamline business processes, improve self-service, and increase operational efficiency.
The successful candidate will work with business and technical stakeholders to understand processes and requirements, identify improvement opportunities, and help design, configure, test, and implement practical ServiceNow solutions.
This role combines hands-on ServiceNow experience with AI-enabled service improvement, workflow automation, business analysis, user experience, testing, and strong communication skills.
The successful candidate will work alongside our existing Senior ServiceNow Administrator/Developer on platform enhancements, AI and automation initiatives, solution design, testing, and continual improvement
WHAT YOU WILL DO
- Support AI-enabled service improvement and self-service initiatives using Virtual Agent, AI Search, knowledge, automation, and other available ServiceNow AI capabilities.
- Identify opportunities to simplify, standardize, and automate manual or repetitive processes using Flow Designer, subflows, approvals, notifications, IntegrationHub, and related ServiceNow capabilities.
- Design, build, and enhance Service Catalog items and service request workflows, including forms, variables, approvals, routing, and fulfillment processes.
- Configure and enhance Employee Center and Service Portal, including portal widgets and user-experience improvements.
- Support cross-platform automation and integrations between ServiceNow and enterprise systems using IntegrationHub, ServiceNow spokes, APIs, and other integration methods.
- Work with stakeholders to understand business processes, pain points, requirements, and desired outcomes, and translate those needs into process flows, user stories, functional requirements, acceptance criteria, and implementation plans.
- Administer, configure, maintain, troubleshoot, and enhance the ServiceNow platform and core ITSM functionality.
- Create and execute test plans, scenarios, and test cases and coordinate User Acceptance Testing (UAT) with business stakeholders.
- Support releases, upgrades, instance clones, deployment validation, and post-implementation activities.
- Create and maintain appropriate process, technical, testing, and user documentation while communicating progress, risks, requirements, and outcomes to technical and non-technical stakeholders.
- Use reporting, platform data, and stakeholder feedback to identify opportunities for continual improvement.
WHAT ARE WE LOOKING FOR
- 3–5 years of hands-on ServiceNow administration, configuration, or platform support experience.
- ServiceNow Certified System Administrator (CSA) certification or equivalent practical experience.
- Experience with ServiceNow ITSM and core platform configuration.
- Hands-on experience with ServiceNow Virtual Agent or other AI-enabled self-service and automation capabilities.
- Practical experience applying generative AI, conversational AI, or AI-assisted workflows in a business or IT service environment.
- Hands-on experience with Flow Designer and workflow automation, including identifying opportunities to simplify or automate manual processes.
- Hands-on experience building and configuring Service Catalog items, service request workflows, forms, variables, approvals, and related fulfillment processes.
- Experience with Employee Center and Service Portal customization, including portal widgets and working knowledge of JavaScript, AngularJS, HTML, CSS/SCSS, or Bootstrap.
- Experience configuring ServiceNow forms, fields, tables, Business Rules, Client Scripts, UI Policies, and related platform functionality.
- Experience gathering business requirements, understanding end-to-end processes, and translating business needs into practical solutions.
- Experience creating and executing test cases and supporting or coordinating UAT.
- Strong analytical, troubleshooting, organizational, problem-solving, written, and verbal communication skills.
- General understanding of ITSM and ITIL principles.
WHAT WILL MAKE YOU STAND OUT
- ServiceNow Certified Application Developer (CAD) certification or relevant ServiceNow development experience.
- Experience with IntegrationHub, ServiceNow spokes, REST/SOAP APIs, and integrations with enterprise platforms such as Workday, Microsoft Entra ID, Microsoft Intune, Microsoft 365/Teams, Active Directory, or similar systems.
- Experience automating cross-platform business processes such as onboarding/offboarding, identity and access management, device management, or service fulfillment.
- Experience with Virtual Assist, Now Assist, AI Search, or other advanced ServiceNow AI capabilities.
- Experience with UI Builder, Service Operations Workspace, or other ServiceNow user-experience capabilities.
- Exposure to SPM, CMDB/CSDM, ITAM/HAM, Performance Analytics, reporting, or Automated Test Framework (ATF).
- Understanding of UI/UX, usability, responsive design, and accessibility principles.
WHAT WE OFFER
- Three weeks' vacation (four weeks after three years and five weeks after seven years) plus five personal days
- Comprehensive Medical, Dental and Vision coverage from your first day of employment
- Financial and professional development support for CPA candidates and members
- Employee stock ownership and RRSP matching programs
- Lifestyle rewards program
- Flexible work options
- Performance driven organization with many opportunities for advancement
- And more!
COMPENSATION DETAILS
CAD Salary Range
The hiring range for this role is $80,000 to $90,000 CAD per year.
Final compensation will be based on experience, skills, market conditions, and internal equity.
US Salary Range
The hiring range for this role is $58,000 to $65,000 USD per year.
Final compensation will be based on experience, skills, market conditions, and internal equity.
Skills Required
- 3-5 years of hands-on ServiceNow administration, configuration, or platform support experience
- ServiceNow Certified System Administrator certification or equivalent practical experience
- Experience with ServiceNow ITSM and core platform configuration
- Hands-on experience with ServiceNow Virtual Agent or other AI-enabled self-service and automation capabilities
- Practical experience applying generative AI, conversational AI, or AI-assisted workflows in a business or IT service environment
- Hands-on experience with Flow Designer and workflow automation
- Experience building and configuring Service Catalog items and service request workflows
- Experience with Employee Center and Service Portal customization
- Working knowledge of JavaScript, AngularJS, HTML, CSS/SCSS, or Bootstrap
- Experience configuring ServiceNow forms, fields, tables, Business Rules, Client Scripts, and UI Policies
- Experience gathering business requirements and translating business needs into practical solutions
- Experience creating and executing test cases and supporting or coordinating UAT
- Strong analytical, troubleshooting, organizational, problem-solving, written, and verbal communication skills
- General understanding of ITSM and ITIL principles
- ServiceNow Certified Application Developer certification or relevant ServiceNow development experience
- Experience with IntegrationHub, ServiceNow spokes, REST/SOAP APIs, and enterprise platform integrations
- Experience automating cross-platform processes such as onboarding, offboarding, identity and access management, device management, or service fulfillment
- Experience with Virtual Assist, Now Assist, AI Search, or advanced ServiceNow AI capabilities
- Experience with UI Builder, Service Operations Workspace, or other ServiceNow user-experience capabilities
- Exposure to SPM, CMDB/CSDM, ITAM/HAM, Performance Analytics, reporting, or Automated Test Framework
- Understanding of UI/UX, usability, responsive design, and accessibility principles
Harris healthcare Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Harris healthcare and has not been reviewed or approved by Harris healthcare.
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Leave & Time Off Breadth — PTO and paid holidays are characterized as generous, with ample time off emphasized. This breadth of time-off options is highlighted alongside favorable impressions of vacation and sick leave.
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Flexible Benefits — Remote-work flexibility and trust to work from home are emphasized, indicating adaptable arrangements for many roles. Flexibility is positioned as a tangible part of the overall package.
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Healthcare Strength — Core coverage includes medical, dental, and vision, along with life and disability insurance and HSA/FSA options. Health plans are often characterized as good, contributing to a solid foundational offering.
Harris healthcare Insights
What We Do
For over 25 years, Harris Healthcare has been rising to the challenge of bringing together the most innovative and sustainable solutions for today’s ever-changing healthcare environment, in order to improve patient care and safety. Each one of our solutions brings organizational efficiencies on its own. Powerful synergies are achieved when multiple solutions are implemented together. The Harris Healthcare portfolio includes the following solutions: ♦ HARRIS Flex - an enterprise-level EHR solution that improves patient safety and clinical workflows. It includes a full complement of applications integrated in one single database, provides solid clinical decision support to your clinicians and helps standardize care while enforcing protocols and best practices at any Healthcare Organization. HARRIS Flex conveys the digital solution’s flexibility and strength. Healthcare organizations are continuously faced with new challenges and situations and require flexible EHR’s that can be rapidly adapted to their evolving clinical practice. Contrary to other EHR solutions which are inflexible and where customizations require costly support from the vendor, HARRIS Flex gives you the freedom to "flex" your EHR as you need it entirely on your own. The enhanced HARRIS Flex solution comes with new functionality including: ♦Flex Telehealth which enables virtual visits directly from within the EHR/EPR, and ♦Flex Clinical Insight which facilitates extraction and analysis of your EHR/EPR data to improve your processes and outcomes. ♦ SynergyCheck – a proactive interface monitoring solution watching over Clinical, Financial and other interfaces 24/7 to ensure data is flowing between systems
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