ServiceNow Systems Administrator
Homecare Homebase is seeking an experienced ServiceNow Administrator to own the day-to-day administration, health, stability, and governance of the ServiceNow platform in a mission critical healthcare environment.
This role is responsible for ensuring the platform operates securely, reliably, and efficiently while enabling modern AI powered capabilities such as Now Assist in a governed and compliant manner. The Administrator partners closely with Platform Architects, Platform Support, and business stakeholders to support operational excellence and continuous improvement.‑powered capabilities such as Now Assist in a governed and compliant manner. The Administrator partners closely with Platform Architects, Platform Support, and business stakeholders to support operational excellence and continuous improvement.
Responsibilities
Platform Administration
- Administer and maintain ServiceNow environments (DEV, TEST, PROD)
- Ensure platform availability, performance, scalability, and security
- Perform upgrades, patching, cloning, and release support
- Monitor platform health, logs, and diagnostics
- Support MID Servers and operational integrations
Execute changes in alignment with governance and change standards
AI & Modern Platform Capabilities
- Administer ServiceNow Now Assist features across supported modules
- Configure AI entitlements, role-based access, and usage controls‑based access, and usage controls
- Validate AI generated outputs for accuracy, quality, and compliance‑generated outputs for accuracy, quality, and compliance
- Support AI assisted case summarization, response generation, and knowledge creation‑assisted case summarization, response generation, and knowledge creation
- Support AI Control Tower for visibility into AI usage and adoption
- Enforce responsible AI governance, including data privacy and human review controls‑review controls
Configuration & Automation
Configure forms, fields, workflows, Flow Designer flows, UI policies, and notifications
Maintain Service Catalog and request workflows
Administer user roles, groups, ACLs, and security policies
Support automation and intelligent routing while ensuring platform stability
ITSM & Operations Support
Administer core ITSM processes: Incident, Problem, Change, Request, Knowledge
Support CMDB, Asset Management, IT Operations Management, Strategic Portfolio Management, and Customer Service Management
Maintain CMDB accuracy, CI relationships, and CSDM alignment
Support & Collaboration
Serve as escalation point for platform and AI related issues‑related issues
Partner with Platform Architects and stakeholders on requirements and solution validation
Support audits, compliance activities, and platform documentation
Contribute to continuous improvement and platform optimization initiatives
Partner with developers, architects, product owners, and business stakeholders to translate requirements into platform solutions
Support release testing, deployment activities, and post-release validation
Participate in incident, problem, and root-cause analysis related to platform issues
Your Qualifications
4-8+ years of ServiceNow administration experience in enterprise environments
Strong hands-on experience with ServiceNow system administration and configuration‑on experience with ServiceNow system administration and configuration
Solid understanding of ITSM and ITIL best practices
Experience supporting production, regulated, or mission critical systems‑critical systems
Working knowledge of CMDB, CSDM, and data governance
Basic scripting knowledge for admin level support (Business Rules, Client Scripts)‑level support (Business Rules, Client Scripts)
Experience or exposure to Now Assist or AI enabled ServiceNow features‑enabled ServiceNow features
Strong written and verbal communication skills
Preferred Qualifications
ServiceNow Certified System Administrator (CSA)
ITIL certification
Experience with AI governance, automation, or AI enabled platforms‑enabled platforms
Healthcare, SaaS, or regulated industry experience‑industry experience
Experience working alongside ServiceNow Platform Architects or Centers of Excellence
About Us
Founded in 1999, Homecare Homebase, a subsidiary of Hearst Corporation is a market leader in healthcare software development providing mobile cloud-based solutions for clinical, operational, and financial improvement of home care, hospice and personal care agencies throughout the United States. Our software enables real time solutions for wireless information exchange and communication between office staff, field staff, and physicians.
Our success is fueled by our talented teams that are driven by their passion to make a difference in patient care. Our employees work in a culture that is guided by CARES values: Care, Act, Respect, Excel, and Smile (a positive attitude). If you want to work in a role where your skills have a direct influence on patient care, Homecare Homebase is the next step in your career. We are hiring team members who want to make a difference.
What You Can Expect from Us
At Homecare Homebase, we don't just help our clients succeed; we help our employees succeed. Competitive pay, robust benefits, and professional development opportunities are a few of the many reasons that Homecare Homebase is a great place to build your career.
Our Team Members Also Enjoy
Meaningful work. Our employees often tell us that their work gives them a sense of purpose because it makes a difference in the lives of clinicians and homecare staff, as well as the patients they serve.
Leaders who care. President Luke Rutledge has continued the mission to create a culture that cares – one that appreciates and takes good care of its people. As a result, being an employee of HCHB feels like being a member of a big family.
Flexibility. We value work-life balance because we know that happy employees create happy clients. That's why Homecare Homebase offers both full and part-time career opportunities to fit life's unique demands.
A company that gives back. Every year, Homecare Homebase proudly supports numerous charitable fundraising initiatives that align with our mission of empowering exceptional care and helping others in need.
This position does not provide sponsorship. All applicants should have the right to work in the US without immigration sponsorship.
Skills Required
- 4-8+ years of ServiceNow administration experience in enterprise environments
- Hands-on experience with ServiceNow system administration and configuration
- Understanding of ITSM and ITIL best practices
- Experience supporting production, regulated, or mission-critical systems
- Working knowledge of CMDB, CSDM, and data governance
- Basic scripting knowledge for administrator-level support, including Business Rules and Client Scripts
- Experience or exposure to Now Assist or AI-enabled ServiceNow features
- Strong written and verbal communication skills
- ServiceNow Certified System Administrator certification
- ITIL certification
- Experience with AI governance, automation, or AI-enabled platforms
- Healthcare, SaaS, or regulated-industry experience
- Experience working alongside ServiceNow Platform Architects or Centers of Excellence
Hearst Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Hearst and has not been reviewed or approved by Hearst.
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Healthcare Strength — Healthcare coverage is described as comprehensive, including medical plan choice, full in-network preventive coverage, dental and vision, telemedicine, prescription coverage, and fertility resources. Mental-health resources and other wellbeing services (e.g., therapy sessions, crisis support, virtual physical therapy, and chronic-condition programs) further strengthen the health offering.
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Retirement Support — Retirement support is positioned as meaningful through a 401(k) plan with company matching and Hearst covering plan administration fees. Performance bonuses are also noted as available in some roles, adding an additional rewards component beyond base pay.
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Leave & Time Off Breadth — Time-off benefits include paid holidays, paid sick days, and vacation time with a commonly cited annual range, alongside paid parental leave and family medical leave. A remote work program and flexibility signals are also included as part of the overall rewards experience.
Hearst Insights
What We Do
Hearst is a leading global, diversified media, information and services company with more than 360 businesses. Its major interests include ownership in cable television networks such as A&E, HISTORY, Lifetime and ESPN; global financial services leader Fitch Group; Hearst Health, a group of medical information and services businesses; transportation assets including CAMP Systems International, a major provider of software-as-a-service solutions for managing maintenance of jets and helicopters; 33 television stations such as WCVB-TV in Boston and KCRA-TV in Sacramento, California, which reach a combined 19 percent of U.S. viewers; newspapers such as the Houston Chronicle, San Francisco Chronicle and Times Union (Albany, New York); more than 300 magazines around the world, including Cosmopolitan, ELLE, Men's Health and Car and Driver, and digital services businesses such as iCrossing and KUBRA; and investments in emerging digital entertainment companies such as Complex Networks.
