ServiceNow System Administrator & Team Supervisor

West Fraser; Memphis (TN); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k

Stock Purchase Plan

Life Insurance

Disability Insurance

Paid vacations

Job summary

West Fraser is seeking a ServiceNow System Administrator and Team Supervisor to lead the ServiceNow team in Memphis, TN. The role focuses on governance, stability, and continuous improvement of ITSM, ITOM, CMDB, and related modules, guiding a team of developers and business analysts.

You will collaborate with cross-functional stakeholders, manage incidents and changes, and drive enterprise automation efforts while ensuring SOX compliance and secure configurations.

Qualifications

• Minimum 3+ years hands-on ServiceNow administration
• 3+ years of team or supervisor experience
• ServiceNow certifications (CSA, CIS ITSM, CIS Discovery, CIS HAM, CAD, ITIL) are assets

Responsibilities

• Lead the administration, configuration, and optimization of the ServiceNow platform, including ITSM, ITOM, CMDB, Discovery, Service Catalog, Workflow, and Automation
• Provide day-to-day leadership, mentorship, and technical guidance to ServiceNow team members
• Coordinate workload, prioritize incoming requests, and ensure timely resolution of incidents, problems, and enhancements
• Oversee design, implementation, and maintenance of ServiceNow solutions that support enterprise IT processes
• Maintain platform governance, development standards, and best practices
• Collaborate with Infrastructure, Security, Applications, and business stakeholders
• Develop IT-aligned workflows, automation, and service catalog items
• Develop and maintain a robust CMDB with discovery integration and relationship mapping
• Partner with Security to ensure compliance and secure configuration

Skills

ServiceNow administration

ITSM governance

Team leadership

Cross-functional collaboration

Incident management

Change management

Mentorship

Performance tuning

Education

Information Technology degree

ITIL certification

ServiceNow CSA/CIS ITSM assets

Tools

ServiceNow platform

Discovery & CMDB modules

Job description

TheServiceNow System Administrator and Team Supervisorprovidestechnical leadership, platform governance, and operational oversight for West Fraser’s ServiceNow environment aswell asSupervisor responsibilities for the ServiceNow Team.This role ensures stability, scalability, and continuous improvement of the IT Service Management (ITSM) platform while guiding a ServiceNow team of Developers and Business Analysts and collaborating withcross-functionaltechnologyand businessstakeholders. The position reports directly to the Manager Customer Service - IT, and is not a remote position, you would be required to work 5-days/week in the Memphis, TN office.

What You Will Do

• Team Leadership & Collaboration
• Lead the administration, configuration, and optimization of the ServiceNow platform, including ITSM, ITOM, CMDB, Discovery, Service Catalog, Workflow, and Automation modules.
• Oversee the design, implementation, and maintenance of ServiceNow solutions that support enterprise IT processes and business requirements.
• Ensure platform health through proactive monitoring, performance tuning, and lifecycle management (patching, upgrades, module deployments).
• Maintain and enforce platform governance, development standards, and best practices.
• Provide day-to-day leadership, mentorship, and technical guidance to ServiceNow team members.
• Coordinate workload, prioritize incoming requests, and ensuretimelyresolution of incidents, problems, and enhancement requests.
• Facilitate cross training, documentation, and knowledge sharing within the team.
• Collaborate with Infrastructure, Security, Applications, and Businessstakeholdersto align ServiceNow capabilities with organizational needs.
• Process & Workflow Development
• Work with process owners to design, document, and implement IT aligned workflows, automation, and service catalog items.
• Support the development and maintenance of a robust CMDB, ensuring data accuracy, discovery integration, and relationship mapping.
• Partner with the Security Team to ensure compliance, access controls, and secure configuration of the platform.
• Ensurethe platformmeets and supportsSOX and internal control business requirements.
• Project Delivery & Continuous Improvement
• Lead or support ServiceNow related projects, including new module implementations, integrations, and enterprise automation initiatives.Evaluate new ServiceNow features and capabilities, recommending adoption strategies and coordinating testing and rollout.
• Drive continuous improvement of ITSM processes, reporting, dashboards, and KPIs.
• Review enhancement and project requests and prioritize work with stakeholders and the Customer Service Manager. Identify risks, constraints and resource gaps which may impact delivery

Operational Support

• Provide support for ServiceNow issues, escalations, and complex troubleshooting.
• Ensure platform availability, integrity, and continuity through proper change management and operational discipline.
• Collaborate with approved vendors and ServiceNow partners asrequired.

Other Duties

• Evening or weekend work may berequiredfor scheduled maintenance, service interruptions, or project deadlines.
• Occasional travel within Canada and the United States may berequired.
• Performadditionalresponsibilities as assignedby the department Manager

What You Will Need

• Certificate, Diploma, or Degree in Information Technology, MIS, or related field; or 5+ years of relevant experience
• 3+ years ofhands onServiceNow administration experience
• 3+ years of team or supervisor experience
• ServiceNow certifications (CSA, CISITSM,CIS Discovery,CIS-HAM,CAD, ITIL, etc.) are strong assets
• Additionalcertifications such as ITIL Foundation, CompTIA Security+, orcloud relatedcredentials are beneficial.
• Strong interpersonal skills, communication, leadership ability,teamworkand positive attitude
• Works well within a team environment as well as individually
• Must have excellent organizational and coordination skills
• Mustdemonstratesound analytical skills

Our highly competitive compensation package and outstanding benefits include:

• Benefits starting Day 1
• Competitive starting pay
• On-the-job training
• A culture that strongly believes in promoting from within
• Medical
• Dental
• Vision
• 401k with company matching & retirement contribution
• Employee Stock Purchase plan
• Life Insurance
• Disability Insurance
• Paid vacations and holidays
• Employee Assistance Program

West Fraser is a diversified wood products company producing lumber, OSB, LVL, MDF, plywood, pulp, newsprint, wood chips, and energy with over 60 facilities in Canada, the United States, and Europe. We are the largest lumber producer in North America, a leading global manufacturer of wood-based panels, and the world’s largest producer of oriented strand board (OSB).

We are a growing company, believe strongly in promoting from within, and pride ourselves on providing a challenging environment with continuous development. The successful candidate should be interested in future growth opportunities within the company

West Fraser is an Equal Opportunity Employer M/F/V/D & Drug-Free Workplace (DFW)