IT ServiceNow Administrator

Augusta University

Augusta, GA

Job posting number: #7190690 (Ref:ej-4748884)

Posted: October 31, 2023

Job Description

IT ServiceNow Administrator

Job ID: 263204
Location: Augusta University
Full/Part Time: Full Time


About Us

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 9,000 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.


Augusta University -

Our Health Sciences Campus: 1120 15th Street, Augusta, GA 30912

Job Summary

The ServiceNow Administrator/Change Manager will be responsible for managing, configuring, and maintaining ServiceNow applications in support of the organization's IT service management initiatives. The individual will also be responsible for overseeing the change management process to ensure the efficient delivery of IT services and minimize disruption to the business.

The individual possesses an advanced level skill set and knowledge in the science and methods of process and quality improvement. Promotes organizational transformation by advising on the planning and execution of improvement efforts throughout the organization, by applying a standard framework for managing improvement projects and by acting as a consultant on improvement science and data driven decision-making.

The ideal candidate will possess a strong analytical and troubleshooting skill set and be able to work independently to develop solutions and resolve problems.


Responsibilities include, but are not limited to:

  • Administer and configure ServiceNow applications to support IT service management processes.
  • Develop and maintain ServiceNow workflows, business rules, UI policies, and other customization to meet business requirements.
  • Perform routine maintenance and upgrades of ServiceNow applications, including testing, documenting, and implementing new releases.
  • Monitor ServiceNow performance and troubleshoot issues as necessary.
  • Manage and execute the change management process, including reviewing change requests, assessing change impacts, coordinating change approvals, and overseeing change implementation.
  • Ensure compliance with IT policies and standards, as well as industry best practices for IT service management and change management.
  • Collaborate with other IT teams and stakeholders to ensure the timely and effective delivery of IT services.
  • Provide training and support to end-users on ServiceNow applications and change management process.
  • Perform all other job-related duties as assigned.

Required Qualifications

Bachelor's degree from an accredited college or university and a minimum of two years of experience in computer science, information technology, or related field, or Associate's degree from an accredited college or university and five years experience in computer science, information technology, or related field.

Preferred Qualifications
  • Experience in ServiceNow administration and change management.
  • ServiceNow Administrator certification is preferred.
  • Strong knowledge of IT service management principles and practices, including ITIL.
  • Experience in configuring and customizing ServiceNow applications, including workflows, business rules, UI policies, and scripting.
  • Familiarity with ITIL-based change management processes.
  • Strong analytical and problem-solving skills, with the ability to quickly diagnose and resolve issues.

Knowledge, Skills, & Abilities

Ability to maintain confidentiality
Excellent interpersonal, written, and verbal communication skills with the ability to collaborate effectively with IT teams and business stakeholders.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Proficient in Microsoft Office and other computer software/databases

Advanced knowledge of ITIL, JavaScript, SQL, HTML, Microsoft Office, ServiceNow System Administration, Relational Databases, Identity Management and Information Security, Vendor Management, and development of IT Policy, Use Cases, and Test Plans


Shift: Days; Monday - Friday (work outside of the normal business hours will likely be required of an employee in an exempt level position)
Pay Grade: 20
Salary Minimum: $55,869 - Midpoint: $75,423
Salary to be commensurate with qualifications of the selected candidate within the established range (generally minimum-midpoint) of the position
Recruitment Period: Until Filled

Augusta University offers a variety of benefits to full-time benefits-eligible employees and some of our half-time (or more) employees.

Benefits that may be elected could include health insurance, dental insurance, life insurance, Teachers Retirement System (or Optional Retirement Plan), as well as earned vacation time, sick leave, and 13 paid holidays.

Also, our full-time employees who have been employed with us successfully for more than 6 months can be considered for the Tuition Assistance Program. Consider applying with us today!

Conditions of Employment

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.

Credit Check

This position will require the acquisition of a P-Card and/or handle cash, credit or other sensitive information and will require a satisfactory Consumer Credit check as a condition of employment.

Other Information

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.

Equal Employment Opportunity

Augusta University is proud to be an equal opportunity employer welcoming applicants from underrepresented groups, including individuals with disabilities and veterans.

How To Apply

Consider applying with us today! Search Job Opening ID: 263204

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

To apply, visit


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More Info

Job posting number:#7190690 (Ref:ej-4748884)
Application Deadline:Open Until Filled
Employer Location:Augusta University
United States
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