Sr. ServiceNow Administrator

Southern New Hampshire University is a team of innovators. World changers. Individuals who believe in progress with purpose. Since 1932, our people-centered strategy has defined us — and helped us grow a team that now serves over 180,000 learners worldwide.

Our mission to transform lives is made possible by talented people who bring diverse industry experience, backgrounds and skills to the university. And today, we're ready to expand our reach. All we need is you.

Make an impact — from near or far

At SNHU, you'll have the option to work remotely in the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin and Wyoming.

We ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace that is free of distractions. Employees must reside in, and work from, one of the above approved states.

The opportunity

The Senior ServiceNow System Administrator ensures the reliable, secure, and high‑performing operation of the ServiceNow platform across the university. You will oversee the availability and performance of production and pre‑production ServiceNow environments, coordinate platform upgrades and enhancements, and lead ongoing system optimization efforts that help us deliver reliable services across the university.

You will work with IT, functional partners, and vendors to improve our performance through platform governance, technical consulting, solution design, configuration, enhancements, and defect resolution, maximizing the value of our ServiceNow investment.

You will work 100% remotely from any of our approved states. #LI-Remote

What You'll Do:

• Administer, configure, and maintain the ServiceNow platform to ensure high availability, performance, and security across all environments (production, test, and development) to help us provide stable and secure services.
• Install, test, and deploy ServiceNow upgrades, patches, and configuration changes following best practices and institutional change management processes.
• Review ServiceNow release notes and identify risks, impacts, and opportunities associated with platform upgrades and new features, helping us maximize platform capabilities and value.
• Monitor platform health, performance, integrations, and system logs; troubleshoot and resolve incidents and defects to support our operational excellence.
• Coordinate with Infrastructure and Security teams on backup, restore, disaster recovery, and platform activities to help us maintain platform resilience and security.
• Configure and support ServiceNow applications such as ITSM, ITOM, CMDB, Service Catalog, Knowledge, Asset Management, and HRSD (as applicable).
• Translate requirements and user stories into workable ServiceNow solutions, including workflows, business rules, UI policies, scripts, and integrations that support our business objectives.
• Design, implement, and maintain customizations and enhancements while minimizing technical debt and observing ServiceNow best practices to help us maintain a sustainable platform.
• Develop and maintain technical documentation, including configurations, workflows, data models, and test cases to ensure our teams have the information needed to support the platform.
• Improve existing solutions to reduce operational overhead and support costs, helping us operate more efficiently.
• Establish and enforce technical, configuration, and implementation standards to ensure long-term platform sustainability and scalability.
• Support a Service Level Agreement (SLA)–based administrative and support model, partnering with our teams and outsourced development resources.
• Manage user access, roles, groups, and permissions to ensure appropriate security and compliance.
• Fulfill ServiceNow application requests escalated through the help desk or platform intake process.
• Recommend and implement process and platform improvements aligned with departmental priorities such as productivity and quality.
• Provide expert technical guidance and consulting to partners, product owners, and ServiceNow developers.
• Support departmental leadership with the evaluation, selection, and implementation of ServiceNow capabilities to meet evolving needs.
• Develop detailed project and implementation plans, including scope, timelines, risks, dependencies, and resource requirements.
• Be a technical escalation point for complex ServiceNow issues and vendor-related problem resolution.
• Job responsibilities may change at any time with or without notice.

What We're Looking For:

• 5 + years of experience administering and configuring the ServiceNow platform in an enterprise environment.
• 3+ years of experience with scripting (JavaScript, ServiceNow scripting APIs).
• 2+ years of experience coordinating platform upgrades and changes with minimal disruption to users.
• 1+ years of experience managing vendor relationships and coordinating issue resolution.
• Bachelor's degree in computer science, information technology, or related field.
• Equivalent of experience in lieu of degree acceptable
• ServiceNow Certified System Administrator (CSA).
• Experience with ServiceNow data models, workflows, scripting, and integrations.
• Working knowledge of server infrastructure, databases, web technologies, and operating systems.
• Familiarity with integration technologies (REST/SOAP APIs, MID Server).
• The ability to explain complex technical concepts to non‑technical partners.

We believe real innovation comes from inclusion - where different experiences, perspectives and talents are celebrated. So if you're wondering whether SNHU is right for you, take the leap and apply. You might be just the person we're looking for.

If you have a disability and require a reasonable accommodation to fully engage in any part of the application or hiring process, please complete the Accommodation Request form or contact us at 603-626-9447. A member from the Employee Accommodation Support Center will be in contact with you within two business days to discuss your request.

Compensation

Exceptional benefits (because you’re exceptional)

You’re the whole package. Your benefits should be, too. As a full-time employee at SNHU, you’ll get:

• High-quality, low-deductible medical insurance

• Low to no-cost dental and vision plans

• 5 weeks of paid time off (plus almost a dozen paid holidays)

• Employer-funded retirement

• Free tuition program

• Parental leave

• Mental health and wellbeing resources