ServiceNow Lead Systems Administrator

Service Now Lead Systems Administrator

The Service Now Lead Systems Administrator is accountable for the support, day-to-day administration, availability, security, and continual improvement of Service Now, with primary ownership of the ITSM, ITOM, and ITAM product areas. This role ensures these platforms are configured, governed, and supported to deliver reliable services, actionable operational visibility, and accurate asset and license compliance across the enterprise. The role provides hands-on administration of ITSM (Incident, Problem, Change, Request/Service Catalog, Knowledge, SLAs, and reporting), ITOM (CMDB governance and data quality, Discovery/MID Server and event/alert integrations as in scope), and ITAM (hardware/software asset lifecycle configuration, software models/entitlements, and audit-ready reporting).

The platform support includes managing upgrades and releases, maintains integrations and data integrity, and drives adoption through documentation, training, and a prioritized backlog aligned to ITIL practices and organizational priorities.

Responsibilities include systems ownership, governance, and roadmap support; administration, configuration, and solution delivery; ITSM process enablement and stakeholder partnership; system lifecycle, configuration, and data stewardship; ITAM product ownership; integrations, reporting, and service performance.

Essential functions of the role involve collaborating across departments to support organizational goals, participating in cross-functional meetings and initiatives, maintaining and analyzing data using tools like Excel, SAP, or HRIS systems, preparing reports and dashboards for internal stakeholders, ensuring data accuracy and confidentiality in compliance with company and legal standards, managing multiple priorities and deadlines in a fast-paced environment, leading or supporting special projects aligned with departmental objectives, demonstrating initiative in identifying process improvements or automation opportunities, serving as a point of contact for internal and external stakeholders, and maintaining secure handling of sensitive information.

Education & work requirements include a bachelor's degree with 8-12 years of related experience, advanced systems administration experience for enterprise applications, platforms, or related technologies, strong working knowledge of IT service management, cybersecurity, compliance, and operational support practices, relevant vendor, platform, cloud, ITIL, cybersecurity, or systems administration certifications aligned to the assigned technology area, minimum 8 years of related technical experience, experience supporting complex business or IT processes through system configuration, automation, workflow, reporting, and stakeholder partnership, experience with system data models, configuration management, data quality practices, integrations, monitoring, and lifecycle governance across technical or business teams, experience supporting audits, compliance requirements, access reviews, documentation, controls, reporting, and risk reduction activities for assigned systems, strong understanding of IT service management concepts and operational practices, systems administration skills such as user and role management, access controls, workflow or automation configuration, forms and notifications, reporting, environment management, release practices, and issue troubleshooting, process enablement experience, including requirements gathering, solution design, documentation, user experience improvements, training, and adoption support, technical data and configuration knowledge, including system objects, relationships, reference data, integrations, monitoring, data quality, and remediation practices, operational governance knowledge, including lifecycle management, support procedures, audit readiness, security and compliance controls, and continuous improvement practices, integration and data skills such as APIs, data imports, scheduled jobs, identity or endpoint connections, reporting tools, and troubleshooting data pipelines or system-to-system interfaces, operational excellence: system health monitoring, upgrade planning and testing, performance tuning, incident and problem resolution, security/compliance, and documentation/training for administrators and end users.

Competencies include being agile, customer-centric, people-focused, performance driven, and living the Schneiders' legacy, our noble purpose.

Our total rewards package in aggregate is above market and includes competitive pay, paid time off programs, peer-to-peer recognition, health and life insurance, wellness programs and incentives, and generous retirement savings. The anticipated base pay range for this position is $120,000 - $160,000 yearly. The actual salary varies based on applicant's location, education, experience, skills, abilities, and other legitimate business factors.

This position is also eligible to participate in the Hollister…