Senior ServiceNow Administrator

Signature Aviation is seeking a dynamic and highly skilled Senior Service Now Administrator to manage and enhance our enterprise Service Now platform. Reporting to the Sr. Technology Customer Service Manager, this role ensures our platform remains modern, secure, scalable, and fully optimized to support IT Service Management (ITSM) and broader organizational needs. With 7+ years of hands‑on Service Now experience, you will lead platform administration, collaborate with development teams on custom solutions, and provide expert‑level technical support.

This role blends strategic ownership with hands‑on execution to drive reliability, automation, and innovation across the Service Now environment.

Minimum Education and/or Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• 7+ years of hands‑on experience as a Service Now Administrator and/or Developer, with a proven track record in configuring and developing on the Service Now platform.
• Strong knowledge of Service Now modules, architecture, scripting (JavaScript, Glide API), Flow Designer, and integrations (REST/SOAP APIs, LDAP, SSO, Active Directory).
• Experience supporting ITIL‑based ITSM processes and managing CMDB, asset management, or service catalogs.
• Familiarity with performance analytics, reporting, dashboards, and advanced modules like ITOM or SAM is a plus.

Additional Knowledge and Skills

• Certifications (Preferred)
  • Service Now Certified System Administrator (CSA)
  • Service Now Certified Application Developer (CAD)
  • Service Now Certified Implementation Specialist – IT Service Management (ITSM)
  • Service Now Certified Implementation Specialist – IT Operations Management (ITOM)
  • Service Now Certified Implementation Specialist – Discovery & Service Mapping
• Exceptional analytical, troubleshooting, and problem‑solving skills.
• Strong communication skills with the ability to translate technical concepts for non‑technical audiences.
• Collaborative mindset with the ability to partner across IT and business functions.
• High attention to detail, strong documentation discipline, and excellent organizational skills.
• Proven ability to manage multiple priorities in a fast‑paced environment.
• Demonstrated ability to deliver secure, reliable, and high‑performing Service Now enhancements and integrations.
• Solution‑oriented mindset with a focus on continuous improvement and automation.

• Administer core Service Now functions, including users, groups, roles, ACLs, and overall platform governance.
• Configure and maintain key ITSM modules (Incident, Problem, Change, Request, CMDB, Knowledge, Asset, Service Catalog).
• Design and implement business rules, client scripts, UI policies, Flow Designer workflows, and automation to streamline processes.
• Develop and enhance service catalogs, request workflows, and approval processes.
• Create dashboards, reports, and performance analytics to provide actionable insights.
• Maintain an accurate and complete CMDB aligned with IT operations.
• Monitor platform usage and performance, recommending enhancements to improve efficiency and user satisfaction.
• Stay current on Service Now releases and evaluate new capabilities for adoption.
• Apply best practices for administration, performance tuning, and data integrity.

• Monitor platform health, troubleshoot issues, and ensure high availability.
• Perform upgrades, patches, instance cloning, health checks, and maintenance to ensure platform stability and security.
• Provide Tier 2/3 support for complex Service Now incidents.
• Maintain detailed platform documentation, configuration standards, and system operating procedures.
• Lead the implementation of new features and modules, ensuring alignment with business processes.
• Customize forms, fields, and interfaces to enhance usability and operational efficiency.

• Lead and contribute to Service Now development efforts, including custom applications, JavaScript/Glide scripting, and platform automation.
• Design and support integrations with enterprise systems using REST/SOAP APIs, MID Server, LDAP, SSO,…