The Senior ServiceNow Administrator is responsible for configuring, maintaining, and optimizing the ServiceNow platform to support the Exchange’s operational and technical requirements. As the platform administrator, this individual ensures the seamless integration of ServiceNow with other systems, provides user support and training, and develops automation workflows to enhance efficiency. By overseeing upgrades, troubleshooting issues, and generating platform reports, the ServiceNow Administrator ensures stable, secure, and high-performing operations that align with project SLAs and goals.

This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.

• Configure, administer, and maintain the ServiceNow platform to align with the Exchange’s operational requirements and service delivery goals.
• Monitor platform performance and take proactive measures to ensure stability, security, and responsiveness.
• Develop custom workflows, forms, scripts, and automation processes to meet project-specific needs and improve operational efficiency.
• Resolve platform-related technical issues by troubleshooting and collaborating with technical teams as needed.
• Manage ServiceNow user profiles, roles, and permissions to ensure secure and compliant access control.
• Oversee platform updates, patches, and upgrades, coordinating with stakeholders to minimize operational disruption.
• Provide training and ongoing support to teams and end users on the effective use of ServiceNow for their roles.
• Integrate ServiceNow with third-party systems (e.g., CRM, telephony solutions, APIs), ensuring seamless data workflows and interoperability.
• Develop reports and dashboards within ServiceNow to monitor operational metrics, SLA adherence, and ticketing trends.
• Ensure compliance with Exchange data security policies and federal/state regulations when managing platform configurations and data workflows.
• Act as a subject matter expert for ServiceNow, providing guidance on best practices, new features, and opportunities for improvement.
• Other duties as assigned.

• Associate’s degree in Information Technology, Computer Science, or a related field, OR equivalent work experience in ServiceNow administration (minimum 2 years for equivalency).
• ServiceNow Certified System Administrator (CSA) certification or equivalent is mandatory.
• 3+ years of experience as a ServiceNow Administrator, including configuring and maintaining platform modules such as Incident Management, Change Management, and Reporting.
• Demonstrated ability to develop custom workflows, automate tasks, and configure integrations. 
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.
• Strong expertise with ServiceNow platform administration, configuration, and scripting.
• Experience integrating ServiceNow with external systems using APIs and best practices for automation.
• Exceptional verbal and written communication skills.
• Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
• Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner.
• Must be self-motivated and able to work well independently as well as on a multi-functional team.
• Ability to handle sensitive and confidential information appropriately
• Proficient in MS Office, Word, Outlook, PowerPoint, and Excel. 

Desired Qualifications:

• Bachelor’s degree in Information Technology, Software Engineering, or a related field.
• ServiceNow certifications in advanced modules (e.g., ServiceNow Certified Application Developer or Certified Implementation Specialist).
• Experience implementing ServiceNow in public sector or enterprise healthcare environments.
• Knowledge of ITIL framework and alignment with ITSM best practices.
• Familiarity with advanced reporting and analytics features within ServiceNow.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

Cayuse is an Equal Opportunity Employer.  All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.