ServiceNow Admin

About Us

IAA Holdings, LLC (IAA) is a Ritchie Bros. Auctioneers company (NYSE: RBA and TSX: RBA) and a trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles. Leveraging leading‑edge technology and focusing on innovation, IAA’s unique platform facilitates the marketing and sale of total‑loss, damaged and low‑value vehicles. IAA serves a global buyer base located throughout over 170 countries and a full spectrum of sellers, including insurers, dealerships, fleet lease and rental car companies, and charitable organizations.

Buyers have access to multiple digital bidding and buying channels, innovative vehicle merchandising, and efficient evaluation services, enhancing the overall purchasing experience. IAA offers sellers a comprehensive suite of services aimed at maximizing vehicle value, reducing administrative costs, shortening selling cycle time, and delivering the highest economic returns.

• Lead the design, development, and implementation of Service Now solutions, including custom applications, integrations, and automation.
• Provide technical guidance and mentorship to a team of Service Now developers and administrators.
• Collaborate with business and IT stakeholders to understand requirements and translate them into scalable Service Now solutions.
• Ensure adherence to Service Now best practices, security policies, and compliance standards.
• Develop and maintain Service Now configurations, workflows, business rules, UI policies, and scripts.
• Oversee and participate in Service Now upgrades, patching, and system maintenance activities.
• Integrate Service Now with third‑party applications and enterprise systems as needed.
• Establish and enforce governance, standards, and best practices for Service Now development and implementation.
• Troubleshoot and resolve complex technical issues related to Service Now functionality and performance.
• Stay updated with the latest Service Now releases and new features, assessing their impact and potential adoption.
• Architect, develop, and maintain the Service Now platform.
• Lead SNOW initiatives reducing reliance on third‑party vendors.
• Collaborate with technical and non‑technical stakeholders to align platform features with business needs.
• Promote capabilities that can solve real business problems.
• Continuously improve processes, workflows, and system performance.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience working with the Service Now platform.
• Strong knowledge of Service Now architecture, modules, and development frameworks.
• Hands‑on experience with Service Now scripting (JavaScript, Glide Script, Angular
  
  JS, etc.).
• Expertise in ITSM, ITOM, HRSD, CSM, or other key Service Now modules.
• Experience integrating Service Now with external systems using APIs and other integration methods.
• Strong understanding of Agile and Dev Ops methodologies.
• Excellent problem‑solving, communication, and leadership skills.

• Experience leading Service Now implementations in a large enterprise environment.
• Knowledge of CMDB, Discovery, and Service Mapping.
• Familiarity with Service Now AI/ML capabilities, Virtual Agent, and automation solutions.
• Experience with governance frameworks such as ITIL, COBIT, or ISO 27001.
• Strong stakeholder management and the ability to work cross‑functionally.
• Service Now Certified System Administrator (CSA) certification required; additional Service Now certifications (CIS, CAD, etc.) preferred.

• Advanced Service Now development skills (custom workflows, integrations, scripting).
• Ability to self‑manage project life cycles and initiatives in collaboration with the internal team.
• Excellent problem‑solving and communication skills.
• Deep understanding of Service Now best practices, governance, and real‑life experience contributing this for large companies (3‑5k people).
• Must have a self‑service, automation, and platform‑as‑a‑product mindset.