[Hiring] ServiceNow Systems Specialist @Arctic Wolf

Role Description

We are looking for an exceptional ServiceNow Systems Specialist responsible to establish and improve Arctic Wolf’s IT Service Management practices, working with internal IT teams to deliver world-class IT services on an enterprise scale. Expert in ITIL, the ServiceNow Systems Manager will be working closely with various process owners and managers to improve the performance of processes such as:

• Change Management
• Release Management
• Incident Management
• Problem Management
• Knowledge Management

The ITSM Lead will also promote service ownership by establishing a solid Service Portfolio Management process and work on improving our current application development and delivery environments, promoting the adoption of continuous integration and continuous delivery/deployment practices (CI/CD) wherever possible, to deliver business value faster. This role reports into the Director of IT.

What youʼll do:

• Develop and Improve IT Service Management (ITSM) processes.
• Promote service ownership by Service Level Management process, the Service Catalog, and a Service Portfolio Management process.
• Integrate and support world-class 24x7x365 systems availability and performance.
• Establish Knowledge Management as a core practice within Corporate IT.
• Enable continual service improvement through the effective use of metrics and key performance indicators.
• Support reviews of Incident and Problem data for trends and recurrence of issues.
• Support the implementation of service management and reporting tools.
• Document our current application development and delivery environments.
• Champion architectural best practices and provide process guidance to IT teams.
• Upgrade ServiceNow instance to current release.

Qualifications

• Combined 10 years experience in IT Operations and Application Development.
• Strong knowledge of user lifecycle management.
• B.S. in computer science, engineering, or equivalent experience.

Requirements

• Strong experience or understanding of the ITIL V3/V4 service management disciplines.
• Strong analytical and problem-solving skills.
• Experience implementing cross-functional process improvements.
• Strong technology experience in using and administering ServiceNow.
• Development experience.
• Integration experience with Workday.
• Strong experience with the Microsoft Office suite.
• Strong technical knowledge of application and IT systems.
• Strong understanding of business objectives and technology solutions.
• High degree of autonomy and drive.
• Proven ability to communicate and collaborate effectively.
• Excellent verbal, written, presentation communication skills.

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.