ServiceNow Administrator – Automation Analyst

Harris Computer

. Support AI-enabled service improvement and self-service initiatives using Virtual Agent, AI Search, knowledge, automation, and ServiceNow AI capabilities .

Posted 9/24/2026full-timeRemote • Canada, United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in ServiceNow administration, configuration, and automation, with a strong focus on AI-enabled service improvement and user experience enhancements. Proficient in gathering requirements, translating them into actionable solutions, and executing testing and documentation processes.

Highest-signal resume keywords

ServiceNow AdministrationServiceNow Certified System AdministratorAI-Enabled AutomationFlow DesignerIntegrationHub

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ServiceNow ITSMService Catalog ConfigurationWorkflow AutomationJavaScriptHTMLCSS/SCSSREST/SOAP APIsBusiness Requirements GatheringTest Case ExecutionUI/UX Principles

Soft Skills

Analytical SkillsTroubleshootingOrganizational SkillsProblem-SolvingCommunication Skills

Tools & Technologies

ServiceNowEmployee CenterService PortalVirtual AgentNow Assist

Certifications & Qualifications

ServiceNow Certified System AdministratorServiceNow Certified Application Developer

Industry Keywords

ITSMITILAutomationUser ExperienceContinuous Improvement

Tech Stack

Tools & technologies

AngularBootstrapITSMJavaScriptSCSSServiceNowSOAP

About the role

Key responsibilities & impact

Support AI-enabled service improvement and self-service initiatives using Virtual Agent, AI Search, knowledge, automation, and ServiceNow AI capabilities
Identify opportunities to simplify, standardize, and automate manual or repetitive processes
Design, build, and enhance Service Catalog items and service request workflows
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
Gather stakeholder requirements and translate them 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 UAT
Support releases, upgrades, instance clones, deployment validation, and post-implementation activities
Create and maintain process, technical, testing, and user documentation
Communicate progress, risks, requirements, and outcomes to technical and non-technical stakeholders
Use reporting, platform data, and stakeholder feedback to identify continual improvement opportunities
Work alongside the Senior ServiceNow Administrator/Developer on platform enhancements, AI and automation initiatives, solution design, testing, and continual improvement

Requirements

What you’ll need

3–5 years of hands-on ServiceNow administration, configuration, or platform support experience
ServiceNow Certified System Administrator (CSA) certification or equivalent practical experience
Experience with ServiceNow ITSM and core platform configuration
Hands-on experience with ServiceNow Virtual Agent or other AI-enabled self-service and automation capabilities
Practical experience applying generative AI, conversational AI, or AI-assisted workflows in a business or IT service environment
Hands-on experience with Flow Designer and workflow automation
Hands-on experience building and configuring Service Catalog items, service request workflows, forms, variables, approvals, and related fulfillment processes
Experience with Employee Center and Service Portal customization, including portal widgets and working knowledge of JavaScript, AngularJS, HTML, CSS/SCSS, or Bootstrap
Experience configuring ServiceNow forms, fields, tables, Business Rules, Client Scripts, UI Policies, and related platform functionality
Experience gathering business requirements and translating business needs into practical solutions
Experience creating and executing test cases and supporting or coordinating UAT
Strong analytical, troubleshooting, organizational, problem-solving, written, and verbal communication skills
General understanding of ITSM and ITIL principles
ServiceNow Certified Application Developer (CAD) certification or relevant ServiceNow development experience
Experience with IntegrationHub, ServiceNow spokes, REST/SOAP APIs, and enterprise integrations
Experience automating cross-platform business processes
Experience with Virtual Assist, Now Assist, AI Search, or other advanced ServiceNow AI capabilities
Experience with UI Builder, Service Operations Workspace, or other ServiceNow user-experience capabilities
Exposure to SPM, CMDB/CSDM, ITAM/HAM, Performance Analytics, reporting, or Automated Test Framework (ATF)
Understanding of UI/UX, usability, responsive design, and accessibility principles

Benefits

Comp & perks

Three weeks' vacation (four weeks after three years and five weeks after seven years) plus five personal days
Comprehensive Medical, Dental and Vision coverage from your first day of employment
Financial and professional development support for CPA candidates and members
Employee stock ownership and RRSP matching programs
Lifestyle rewards program
Flexible work options
Performance driven organization with many opportunities for advancement