Lead ITSM Application Administrator - REMOTE

Job Posting:

Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers’ complex projects simple, successful, and sustainable. We proactively solve problems, adapt, and grow to continuously serve our customers, communities, and each other. Ferguson, a Fortune 500 company, is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in.

ITSM Application Administrator - Lead

Location: Remote (U.S.A.)

Ferguson is seeking a highly skilled Lead ITSM Application Administrator to join our IT Service Management team. This role is responsible for platform architecture, configuration, optimization, integrations, and lifecycle management, while also providing technical leadership, governance, and continuous improvement across service management capabilities. The ideal candidate brings deep ServiceNow expertise, cross-platform fluency (ServiceNow and Atlassian), and a forward-looking mindset that embraces automation, AI, and evolving ITSM best practices.  The ideal candidate brings strong technical expertise, a passion for quality, and the ability to collaborate effectively across teams.

Location: This role is approved to be fully remote and can be based anywhere in the United States.

Key Responsibilities:

Platform Leadership & Architecture

• Serve as the technical lead and subject matter expert for the ServiceNow platform, including ITSM, CMDB/Configuration Management, ITBM, Asset Management, Event Management, Service Mapping, and custom application development.
• Own the overall ServiceNow platform architecture, establishing standards, best practices, and governance to ensure scalability, performance, and long-term sustainability.
• Identify system deficiencies, recommend solutions, and drive platform optimization initiatives.

Configuration, Development & Automation

• Design, configure, and customize ServiceNow applications, including workflows, forms, business rules, UI policies, UI actions, and scripted solutions to meet business requirements.
• Design and develop advanced server-side and client-side customizations to enable automation and operational efficiency.
• Design, implement, and maintain REST/SOAP APIs and Integration Hub solutions to support automation and third-party integrations.

Integrations & Cross-Platform Collaboration

• Build and maintain integrations with external systems, including third-party applications, CMDB data sources, Active Directory, and monitoring tools.
• Collaborate across ServiceNow and Atlassian environments (Jira and Confluence) to support aligned service management workflows and future-state integration opportunities.

Service Portal, Reporting & Analytics

• Create and maintain ServiceNow Service Portal pages, widgets, and user interface enhancements using HTML, CSS, and AngularJS.
• Develop custom reports, dashboards, and Performance Analytics to track KPIs, platform health, and service performance.

Release, Support & Lifecycle Management

• Manage the promotion of code and configuration changes across development, test, and production environments using DevOps and source control best practices.
• Provide second-level platform support, including incident resolution, root cause analysis, and implementation of permanent fixes.
• Plan and execute ServiceNow platform upgrades, patching, and hotfixes, including testing, validation, and stakeholder communication.

Governance, Documentation & Continuous Improvement

• Ensure the integrity, accuracy, and usability of the ServiceNow platform through ongoing validation, data quality controls, and governance processes.
• Create and maintain comprehensive documentation, including technical specifications, process flows, and user guides.
• Stay current on ITSM platform capabilities and emerging technologies, develop a capabilities roadmap, and champion adoption of new features and vendor offerings.
• Apply AI capabilities within Service Management platforms, including Generative AI, predictive analytics, and virtual agents, to enhance user exper