ServiceNow Lead Systems Administrator

Summary

The ServiceNow Lead Systems Administrator is accountable for the support, day-to-day administration, availability, security, and continual improvement of ServiceNow, with primary ownership of the ITSM, ITOM, and ITAM product areas. This role ensures these platforms are configured, governed, and supported to deliver reliable services, actionable operational visibility, and accurate asset and license compliance across the enterprise.

The role provides hands-on administration of ITSM (Incident, Problem, Change, Request/Service Catalog, Knowledge, SLAs, and reporting), ITOM (CMDB governance and data quality, Discovery/MID Server and event/alert integrations as in scope), and ITAM (hardware/software asset lifecycle configuration, software models/entitlements, and audit-ready reporting). The Platform support includes managing upgrades and releases, maintains integrations and data integrity, and drives adoption through documentation, training, and a prioritized backlog aligned to ITIL practices and organizational priorities.

Responsibilities

Systems ownership, governance, and roadmap

• Support the ServiceNow platform strategy and define the multi-year roadmap for ITSM, ITOM, and ITAM, aligned to business outcomes, ITIL practices, and enterprise architecture standards.
• Establish and support system governance practices, including intake and demand management, standards, documentation, technical debt management, prioritization, and KPI-driven continual improvement.

Administration, configuration, and solution delivery

• Administer and configure assigned systems and platform capabilities, including user access, roles, permissions, workflows, forms, notifications, automation, data structures, reporting, and other configuration elements as applicable.
• Maintain environments, implement SDLC controls, coordinate testing and release activities, and ensure change and release processes meet audit, compliance, security, and operational requirements.

ITSM process enablement and stakeholder partnership

• Own the configuration and continual improvement of ITSM processes including Incident, Problem, Change, Request/Service Catalog, Knowledge, Service Level Management, and Major Incident communications.
• Partner with process owners and stakeholders to define requirements, policies, data standards, approvals, reporting, and user experience improvements; translate complex needs into scalable system solutions.

System lifecycle, configuration, and data stewardship

• Own CMDB strategy, model, and data quality: identification and reconciliation, CI classes/relationships, governance, and operationalization of CI lifecycle across teams.
• Administer ITOM capabilities (as in scope), such as Discovery, Service Mapping, Event Management, and Operational Intelligence, and ensure integrations support accurate service health and reduced MTTR.

ITAM product ownership

• Own asset lifecycle processes and platform configuration for hardware and software asset management, including procurement intake, receiving, assignment, stockrooms (as applicable), audits, and retirement/disposal workflows.
• Support license compliance and optimization by maintaining software models, entitlements, reclamation processes, and reporting; partner with Procurement/Finance/Security as needed.

Integrations, reporting, and service performance

• Design and maintain integrations (APIs, MID Server, import sets, integration hub/spokes as applicable) with monitoring, endpoint, identity, procurement, and financial systems; ensure data integrity and resiliency.
• Deliver dashboards, KPIs, and operational reporting for ITSM/ITOM/ITAM; monitor platform health and performance and drive continuous improvements and automation to reduce cost and risk.

Essential Functions of the Role