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ITSM Systems Administrator - ServiceNow

Location:  Park West 
Requisition #:  33699


Children's Healthcare of Atlanta is growing! We are hiring a Systems Administrator to join our permanent team to manage our incident support system ServiceNow.  The Systems Admin provides application, implementation, technology consultation, and infrastructure operational support to the Children's Healthcare of Atlanta user community. Responsible for the efficient and effective management of the assigned system, the Systems Administrator is responsible for the design, implementation, ongoing maintenance, and sustainability of the assigned system. The role is also to serve as a member of the IS&T escalation path.

  • Bachelor's degree in computer information systems or related field, or equivalent experience
  • No professional certifications required
  • ServiceNow certification is highly preferred
  • Three to five years of IT work experience building, implementing, and administering ServiceNow or similar SASS ITSM
  • Experience with technical components used to deliver system solutions for the assigned system
  • Experience managing multiple, concurrent projects and support initiatives in a dynamic environment subject to impromptu changes in schedules and priorities in an Agile environment
  • Ability to communicate on all levels in a technical and functional capacity
  • Experience supporting an enterprise size environment
  • Agile
  • ServiceNow
  • Experience supporting a cloud driven ITSM
  • ServiceNow certification is highly preferred
  • Vendor support and management
  • Best practices and consulting background with ServiceNow
  • Technical support with vendor
  • Working experience of databases, Active Directory, ITIL, and scripting experience is a plus
  • Strong understanding of IT support processes, such as Incident Management, Asset Management, and Change Management
  • Advanced Scripting/Reporting
  • Experience in HTML, XML, Web Services, and JavaScript
  • Requires a high level of expertise in multiple system environments
  • Ability to code programs, reports, and interfaces, as well as maintain these items 
  • Working knowledge of relational databases
  • Familiarity with software development methodologies
  • Proven organizational, problem solving, analytical, prioritization, project management, customer service, support, and time management skills
  • Strong written and verbal communication skills
  • Proven ability to develop and maintain good working relationships and to interact positively and productively with teams across organizational and departmental lines



  1. Manages and performs system administrative and support functions for the assigned system.
  2. Manages and participates in installation of system patches and upgrades.
  3. Monitors assigned system to ensure optimal performance.
  4. Proactively supports efforts to ensure data integrity across Children’s.
  5. Develops/maintains/supports customizations and interfaces with other applications.
  6. Is responsible for the efficient and effective functioning and management of the assigned system activities.
  7. Provides technical support in the identification and resolution of incidents and problems.
  8. Reviews support processes, policies, and procedures to ensure proper communication, documentation, and training for assigned system.
  9. Develops systems integrations and process automation – fully utilizing the platform’s workflow capabilities.
  10. Develops new processes, procedures, and deliverables as required.
  11. Functions as the technical support project manager or liaison, ensuring effective transition throughout the project lifecycle.
  12. Utilizes generally accepted best practices to ensure proper monitoring and maintenance of all system components.
  13. Consistently follows all internal processes and procedures.
  14. Troubleshoots issues and communicates effectively with system vendor(s) when needed.
  15. Communicates complicated technical concepts to non-technical customers.
  16. Creates and maintains technical policies and procedures for assigned system
  17. Provides 24 x 7 system support as needed.
  18. Performs other duties and responsibilities as required.

Safety: Practices proper safety techniques in accordance with hospital and departmental policies and procedures. Responsible for the reporting of employee/patient/visitor injuries or accidents, or other safety issues to the supervisor and in the occurrence notification system.

Compliance: Monitors and ensures compliance with all regulatory requirements, organizational standards, and policies and procedures related to area of responsibility. Identifies potential risk areas within area of responsibility and supports problem resolution process. Maintains records of compliance activities and reports compliance activities to the Compliance Office.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification.  They are not intended to be an exhaustive list of all job duties performed by the personnel so classified.

Ability to lift up to 40 lbs independently and greater than 40 lbs with assistance
Bending/Stooping - Not Present
Climbing - Not Present
Lifting - Occasionally (activity or condition exists up to 1/3 of time)
Pushing/Pulling - Not Present
Sitting - Frequently (activity or condition exists from 1/3 to 2/3 of time)
Standing - Occasionally (activity or condition exists up to 1/3 of time)
Walking - Occasionally (activity or condition exists up to 1/3 of time)
Hearing/Speaking - Effective communication with employees, supervisors/managers and staff. Effective communications with patients and visitors, as required.
No potential for exposure to blood and body fluids


About Us:

Children’s Healthcare of Atlanta has been 100 percent committed to kids for more than 100 years. A not-for-profit organization, Children’s is dedicated to making kids better today and healthier tomorrow.

With 3 hospitals, 27 neighborhood locations and a total of 638 beds, Children’s is the largest healthcare provider for children in Georgia and one of the largest pediatric clinical care providers in the country. Children’s offers access to more than 70 pediatric specialties and programs and is ranked among the top children’s hospitals in the country by U.S. News & World Report.

Children’s has been ranked on Fortune magazine’s list of “100 Best Companies to Work For” for fourteen consecutive years and named one of the “100 Best Companies” by Working Mother magazine. We offer a comprehensive compensation and benefit package that supports our mission, vision and values. We are proud to offer an array of programs and services to our employees that have distinguished us as a best place to work in the country. Connect to our mission of making kids better today and healthier tomorrow. 

Have questions about the recruitment process?  Check out What to Expect.

Address:  2800 Century Pkwy NE, Atlanta, GA  30345
Function:  Information Technology - IT Project Management

Nearest Major Market: Atlanta

Job Segment: System Administrator, Consulting, Information Systems, Developer, Cloud, Technology