Lead ServiceNow Platform Engineer — ITSM & Automation

Arctic Wolf; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Arctic Wolf is seeking a Lead ServiceNow Platform Specialist to own delivery, optimization, and evolution of the ServiceNow platform. You will collaborate with IT, Security, Facilities, and other business functions to identify needs, develop scalable solutions, and maximize platform value.

The role focuses on governance, process improvement, roadmap development, and technical delivery to drive efficiency and platform maturity.

Qualifications

• 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)

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.

Skills

ServiceNow

Platform administration

ITIL

Project management

Education

B.S. in Computer Science or equivalent

Tools

ServiceNow

Job description

Arctic Wolf is seeking a Lead ServiceNow Platform Specialist to own delivery, optimization, and evolution of the ServiceNow platform. You will collaborate with IT, Security, Facilities, and other business functions to identify needs, develop scalable solutions, and maximize platform value.

The role focuses on governance, process improvement, roadmap development, and technical delivery to drive efficiency and platform maturity.