ServiceNow System Administrator & Team Supervisor

West Fraser; Northern (KY); Hybrid; USD 90,000 - 150,000; Full time

Benefits offered by this job

Benefits starting Day 1

Medical

401k with company matching

Employee Stock Purchase Plan

Paid vacations

Job summary

West Fraser in Cordova, TN is seeking a ServiceNow System Administrator and Team Supervisor to provide technical leadership, platform governance, and operational oversight for the ServiceNow environment. You will oversee a team of developers and business analysts and collaborate with cross-functional stakeholders.

The role emphasizes ensuring platform health, ITSM excellence, SOX compliance, and ongoing process improvements, with a focus on delivering reliable IT services and scalable solutions.

Qualifications

• Bachelor's degree in Information Technology or related field or 5+ years of relevant experience.
• 3+ years of hands-on ServiceNow administration experience.
• 3+ years of team or supervisor experience.
• ServiceNow certifications (CSA, CISITSM, CIS Discovery, CIS-HAM, CAD, ITIL) are strong assets.

Responsibilities

• Lead the administration, configuration, and optimization of the ServiceNow platform including ITSM, ITOM, CMDB, Discovery, Service Catalog, Workflow, and Automation modules.
• Oversee design, implementation, and maintenance of ServiceNow solutions that support enterprise IT processes and business requirements.
• Provide day-to-day leadership, mentorship, and technical guidance to ServiceNow team members.
• Coordinate workload and ensure timely resolution of incidents and enhancements.

Skills

ServiceNow administration

Team leadership

ITIL knowledge

Strong communication

Problem-solving

Education

Bachelor's degree in Information Technology

IT-related Certification

Tools

ServiceNow platform

Job description

ServiceNow System Administrator & Team Supervisor

Job Category: Information Technology

Requisition Number: SERVI017777

• Posted : August 18, 2026
• Full-Time
• On-site

Locations

Showing 1 location

US Operations Office
Cordova, TN 38018, USA

• Travel Required : Yes

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 theManagerCustomer Service - IT.

What You Will Do :

• 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.
• Provideday-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 internalcontrolbusiness 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 requestsand prioritize workwith stakeholders and the Customer Service Manager. Identifyrisks, constraints and resource gapswhich mayimpactdelivery

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 departmentManager

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
• Vision
• 401kwith 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)

Travel Required

Yes . <10% expected travel. Must be able to travel via car and air when required.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.