Service Management Administrator

Department Birdsong
Job Locations US-FL-Jacksonville
Job ID



Birdsong Hearing Benefits™ LLC, is a hearing benefits manager that views hearing care as total care. We provide Medicare Advantage, including all lines of business in government programs, along with commercial solutions for the most under-utilized supplemental benefit: Hearing.
We are looking for dedicated, talented, and passionate individuals who want to join us in helping people awaken to the full sound of life. We are driven by the following values:
- People focused, realizing it is all about our consumers and each other.
- Collaborative with a strong team spirit, happy to work together to achieve greater results.
- Intuitive and creative, generating ideas and solutions to transform the hearing care ecosystem.
- Full of grit, wanting to work hard to achieve success.
- A growth mentality, eager to adapt and be flexible in an ever-changing environment


The Service Management Administrator will be responsible for the overall management and maintenance of ServiceNow applications supporting the ITIL process - Incident, Problem, Change, CMDB, Asset, and Service Catalog. You will also be responsible for generating quality information, reports and executing policies and procedures.  We expect a Service Management Administrator who will work hard, keep up in a fast-paced start up environment, and have fun! If you are looking to be challenged daily, make a huge impact and help define the future of patient engagement, we would love to have you join our team!




  • Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
  • Support Service-Now discovery tool for CMDB Maintain the integrity of the Service-Now tool across production and non-production environments.
  • Perform installation and testing of vendor-provided updates and new releases.
  • Work with business users to identify and refine business requirements and workflows.
  • Identify and define business solutions for ITIL users.
  • Providing ServiceNow configuration and customization assistance including, but not limited to: screen tailoring, workflow administration, report setup, data imports, LDAP integration, custom scripting and third party software integrations.
  • Designing, configuring, and customizing new applications and modules.
  • Aiding in translating business requirements into technical requirements.
  • Implementing new ServiceNow functionality.
  • Develop UI forms, fields, notifications, workflows, and JavaScript server/client code
  • Maintain LDAP integration and user configurations
  • Maintain Single Sign-On integration
  • Build reports, gauges, and home pages
  • Create new service catalog requests and items with variables
  • Create, monitor, modify, and publish service catalog workflows with approvals
  • Create and use update sets to move customizations between systems
  • Search, populate, and customize the knowledge base



  • Minimum 2 years working experience in a Service Desk or technical support function
  • Strong working knowledge and troubleshooting skills for Microsoft products (Windows, Office, etc)
  • Experience administrating with the following technologies a plus: SCCM, MS Exchange, Office365 Admin console, Active Directory, Bitlocker, Microsoft Azure, DHCP, LAN, WAN
  • Highly self-motivated, proactive, and results driven
  • Comfortable working in a fast-paced environment
  • Ability to lift 25 pounds on an occasional to frequent basis


  • College Degree or equivalent
  • Professional certifications a plus (CompTIA, HDI, ITIL, Cisco, Microsoft)


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