Lead ServiceNow Administrator(Individual Contributor)

At Arctic Wolf, you won’t just watch the cybersecurity industry evolve – you'll help lead the change. Our global Pack is made up of people who thrive on solving hard problems, moving fast, and building technology that protects organizations around the world. We’re proud to be recognized by Forbes, CNBC, Fortune, CRN, Bartner Peer Insights and IDC MarketScape – but what matters most is the work behind it: delivering real outcomes for customers through award winning innovation like our Aurora Platform. If you’re looking for meaningful work, smart teammates and the chance to make a real impact in a high-growth company that’s redefining security operations, Arctic Wolf is the right place for you! Our mission is simple: End Cyber Risk. We’re looking for a Lead ServiceNow Administrator​ to be part of making this/that happen. Position Overview and Objective The Lead ServiceNow Platform Specialist owns the delivery, optimization, and evolution of Arctic Wolf's ServiceNow platform. This role partners with stakeholders across IT, Security, Facilities, and other business functions to identify business needs, develop scalable solutions, and maximize the value of ServiceNow capabilities. The role may focus on platform governance, service management process improvement, roadmap development, stakeholder engagement, platform administration, application development, automation, and technical solution delivery. The Lead ServiceNow Platform Specialist combines business process knowledge with platform expertise to drive operational efficiency, service excellence, and long-term platform maturity. Responsibilities Develop, enhance, and support ServiceNow platform capabilities through configuration, administration, application development, automation, and technical solution delivery. Partner with stakeholders across IT, Security, Facilities, and other business functions to understand requirements and deliver ServiceNow solutions that support business objectives. Design, recommend, and implement platform enhancements that improve service delivery, operational effectiveness, and user experience. Develop and improve IT Service Management (ITSM) processes including Incident Management, Problem Management, Change Management, Release Management, Knowledge Management, and other ServiceNow-supported workflows. Create and maintain ServiceNow platform roadmaps aligned with organizational priorities, platform strategy, and future business needs. Drive stakeholder engagement, adoption, and continuous improvement initiatives through collaboration, consultation, and change management activities. Lead moderately complex platform initiatives and projects, balancing business requirements, technical considerations, and platform best practices. Analyze platform usage, operational metrics, incident trends, and performance data to identify opportunities for service improvement and automation. Maintain platform integrity through governance, documentation, configuration standards, and adherence to ServiceNow best practices. Support platform reliability, availability, and performance through effective administration, troubleshooting, maintenance, and operational support activities. Provide guidance to business and technical stakeholders regarding ServiceNow capabilities, platform design, process improvements, and implementation approaches. Identify opportunities to automate manual processes and improve operational efficiency through ServiceNow workflows, integrations, and application development. Support continuous improvement of development, deployment, and platform management practices, including CI/CD methodologies where appropriate. Contribute to the long-term maturity of the ServiceNow platform through strategic planning, technical innovation, and process optimization. Experience & Requirements B.S. in computer science, engineering, or equivalent experience Combined 5-7 year’s experience in IT Operations and Application Development, with 1 year experience with program management, or project management) Preferred Qualifications Strong experience or understanding of the ITIL V3 service management disciplines within the context of service development and service operations Strong analytical and problem-solving skills; ability to develop hypotheses, frame problems, and generate relevant insights based on supporting data Experience implementing cross-functional process improvements and delivering excellent results Strong technology experience in using and administering ServiceNow. On-Camera Policy To support a fair, transparent, and engaging interview experience, candidates interviewing remotely are expected to be on camera during all video interviews. Being on camera fosters authentic connection, improves communication, and allows for full engagement from both candidates and interviewers. We understand that technical, bandwidth, or location-related challenges may occasionally prevent video use. If this applies, candidates are required to notify us in advance so we can explore appropriate accommodations. About Arctic Wolf At Arctic Wolf, we foster a collaborative and inclusive work environment that thrives on diversity of thought, background, and culture. This is reflected in our multiple awards, including Top Workplace USA (2021-2025), Best Places to Work – USA (2021-2025), Great Place to Work – Canada (2021-2024), Great Place to Work – UK (2024-2026), and Kununu Top Company – Germany (2024-2026). Our commitment to bold growth and shaping the future of security operations is matched by our dedication to customer satisfaction, with over 10,000 customers worldwide and more than 2,000 channel partners globally. As we continue to expand globally and enhance our technology, Arctic Wolf remains the most trusted name in the industry. Our Values Arctic Wolf recognizes that success comes from delighting our customers, so we work together to ensure that happens every day. We believe in diversity and inclusion, and truly value the unique qualities and unique perspectives all employees bring to the organization. And we appreciate that—by protecting people’s and organizations’ sensitive data and seeking to end cyber risk— we get to work in an industry that is fundamental to the greater good. We celebrate unique perspectives by creating a platform for all voices to be heard through our Pack Unity program. We encourage all employees to join or create a new alliance. See more about our Pack Unity here . We also believe and practice corporate responsibility, and have recently joined the Pledge 1% Movement, ensuring that we continue to give back to our community. We know that through our mission to End Cyber Risk we will continue to engage and give back to our communities. All India wolves receive compelling compensation and benefits packages, including: 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 Employee Assistance Program Arctic Wolf is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, provincial, or local law. Arctic Wolf is committed to fostering a welcoming, accessible, respectful, and inclusive environment ensuring equal access and participation for people with disabilities. As such, we strive to make our entire experience as accessible as possible and provide accommodations as required for candidates and employees with disabilities and/or other specific needs where possible. Please let us know if you require any accommodation by emailing recruiting@arcticwolf.com. View our Hiring Page to learn more about our application process. Security Requirements Conducts duties and responsibilities in accordance with AWN’s Information Security policies, standards, processes, and controls to protect the confidentiality, integrity and availability of AWN business information (in accordance with our employee handbook and corporate policies). Background checks are required for this position. This position may require access to information protected under U.S. export control laws and regulations, including the Export Administration Regulations (“EAR”). Please note that, if applicable, an offer for employment will be conditioned on authorization to receive software or technology controlled under these U.S. export control laws and regulations.