Lead ServiceNow Administrator

Ideal Candidate Profile

The ideal candidate is a modern IT leader with a strong customer‑centric mindset who drives service‑delivery excellence and operational stability. This role requires experience implementing and supporting Service Now in large, global environments, including during mergers and acquisitions. You will standardize processes, strengthen platform performance, and continuously improve the employee experience across the organization.

Acuity is seeking a seasoned Service Now Systems Engineer and Subject Matter Expert to serve as the primary technical lead during a period of transition. This role is responsible for performing a technical audit of the current environment, stabilizing the platform, and maintaining Service Now health while a new support structure is established.

You will lead platform administration, upgrades, integrations, and strategic decommissioning efforts as processes transition to a new Service Now instance. The Senior Service Now Administrator will manage, optimize, and extend the Service Now platform to support critical IT and business workflows, ensuring stability, security, and compliance within a regulated financial services environment.

This role requires deep expertise in Service Now administration and development, strong knowledge of ITSM and CMDB best practices, and the ability to collaborate effectively across technical and business teams while executing against a defined roadmap and product backlog.

This is a hybrid role with 3 days per week onsite in our St. Louis office.

• Serve as the primary technical lead, working closely with the platform owner and lead developer as the new team is formed
• Perform comprehensive environment health checks and technical discovery to understand existing configurations and customizations
• Manage day‑to‑day Service Now administration, including users, groups, roles, and security ACLs
• Troubleshoot and resolve complex platform and integration issues
• Manage upgrades, patches, cloning, and release validation across environments

• Support and maintain core Service Now modules, including ITSM, CMDB, ITAM, ITOM, and Sec Ops
• Ensure CMDB integrity through reconciliation rules, discovery, service mapping, and governance aligned to ITIL v4 and CSDM
• Manage and troubleshoot REST/SOAP integrations, Integration Hub workflows, and MID Servers
• Develop and maintain integrations with enterprise systems such as Microsoft Intune, Azure, and other SaaS platforms

• Act as lead Service Now technical architect, defining current‑state and target‑state architecture
• Own platform governance, security compliance, and standards enforcement
• Identify performance bottlenecks and implement remediation strategies
• Collect and analyze metrics to track platform usage, workflow efficiency, and operational health
• Maintain technical documentation covering architecture, data governance, and system design

• Work within Agile methodologies to support design, development, testing, deployment, and post‑deployment support
• Partner with ITSM, infrastructure, application, asset, and security teams to support impact analysis and root cause analysis
• Mentor Service Now and CMDB resources and contribute to roadmap planning

• Service Now Certified System Administrator (CSA) required; CAD or CIS certifications preferred
• 8+ years of enterprise Service Now administration experience
• Strong understanding of ITSM processes and best practices
• Proven ability to work independently in complex environments
• Strong forensic troubleshooting skills, including reading existing JavaScript, Glide Record, Business Rules, and Script Includes
• Experience with CMDB, Discovery, Service Mapping, and data governance
• Proven experience with ITSM, CMDB, ITAM, ITOM, SPM, and Sec Ops
• Integration experience using Integration Hub, REST APIs, SOAP, and MID Servers
• Proficiency in JavaScript, HTML, CSS, and Service Now configuration tools
• Ability to document architecture, data models, and technical designs

• Enterprise Service…