ServiceNow Administrator / Automation Analyst

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 Administr...