[Hiring] Lead ServiceNow Administrator @Arctic Wolf

Role Description

The Lead ServiceNow Platform Specialist owns the delivery, optimization, and evolution of Arctic Wolf's ServiceNow platform. This role partners with stakeholders across IT, Security, Facilities, and other business functions to identify business needs, develop scalable solutions, and maximize the value of ServiceNow capabilities. The role may focus on platform governance, service management process improvement, roadmap development, stakeholder engagement, platform administration, application development, automation, and technical solution delivery. The Lead ServiceNow Platform Specialist combines business process knowledge with platform expertise to drive operational efficiency, service excellence, and long-term platform maturity.

Responsibilities

• Develop, enhance, and support ServiceNow platform capabilities through configuration, administration, application development, automation, and technical solution delivery.
• Partner with stakeholders across IT, Security, Facilities, and other business functions to understand requirements and deliver ServiceNow solutions that support business objectives.
• Design, recommend, and implement platform enhancements that improve service delivery, operational effectiveness, and user experience.
• Develop and improve IT Service Management (ITSM) processes including Incident Management, Problem Management, Change Management, Release Management, Knowledge Management, and other ServiceNow-supported workflows.
• Create and maintain ServiceNow platform roadmaps aligned with organizational priorities, platform strategy, and future business needs.
• Drive stakeholder engagement, adoption, and continuous improvement initiatives through collaboration, consultation, and change management activities.
• Lead moderately complex platform initiatives and projects, balancing business requirements, technical considerations, and platform best practices.
• Analyze platform usage, operational metrics, incident trends, and performance data to identify opportunities for service improvement and automation.
• Maintain platform integrity through governance, documentation, configuration standards, and adherence to ServiceNow best practices.
• Support platform reliability, availability, and performance through effective administration, troubleshooting, maintenance, and operational support activities.
• Provide guidance to business and technical stakeholders regarding ServiceNow capabilities, platform design, process improvements, and implementation approaches.
• Identify opportunities to automate manual processes and improve operational efficiency through ServiceNow workflows, integrations, and application development.
• Support continuous improvement of development, deployment, and platform management practices, including CI/CD methodologies where appropriate.
• Contribute to the long-term maturity of the ServiceNow platform through strategic planning, technical innovation, and process optimization.

Qualifications

• B.S. in computer science, engineering, or equivalent experience.
• Combined 5-7 years experience in IT Operations and Application Development, with 1 year experience with program management, or project management.

Preferred Qualifications

• Strong experience or understanding of the ITIL V3 service management disciplines within the context of service development and service operations.
• Strong analytical and problem-solving skills; ability to develop hypotheses, frame problems, and generate relevant insights based on supporting data.
• Experience implementing cross-functional process improvements and delivering excellent results.
• Strong technology experience in using and administering ServiceNow.

On-Camera Policy

To support a fair, transparent, and engaging interview experience, candidates interviewing remotely are expected to be on camera during all video interviews. Being on camera fosters authentic connection, improves communication, and allows for full engagement from both candidates and interviewers. We understand that technical, bandwidth, or location-related challenges may occasionally prevent video use. If this applies, candidates are required to notify us in advance so we can explore appropriate accommodations.

Benefits

• Equity for all employees.
• Flexible annual leave, paid holidays and volunteer days.
• Training and career development programs.
• Comprehensive private benefits plan including medical insurance for you and your family, life insurance (3x compensation), and personal accident insurance.
• Fertility support and paid parental leave.
• Employee Assistance Program.

Security Requirements

• Conducts duties and responsibilities in accordance with AWN’s Information Security policies, standards, processes, and controls to protect the confidentiality, integrity and availability of AWN business information.
• Background checks are required for this position.
• This position may require access to information protected under U.S. export control laws and regulations, including the Export Administration Regulations (“EAR”).