At Arctic Wolf, you won’t just watch the cybersecurity industry evolve – you'll help lead the change. Our global Pack is made up of people who thrive on solving hard problems, moving fast, and building technology that protects organizations around the world. We’re proud to be recognized by Forbes, CNBC, Fortune, CRN, Bartner Peer Insights and IDC MarketScape – but what matters most is the work behind it: delivering real outcomes for customers through award winning innovation like our Aurora Platform.
If you’re looking for meaningful work, smart teammates and the chance to make a real impact in a high-growth company that’s redefining security operations, Arctic Wolf is the right place for you!
We are looking for an exceptional ServiceNow Systems Specialist responsible to establish and improve Arctic Wolf’s IT Service Management practices, working with internal IT teams to deliver world-class IT services on an enterprise scale. Expert in ITIL, the ServiceNow Systems Manager will be working closely with various process owners and managers to improve the performance of processes such as Change Management, Release Management, Incident Management, Problem Management, and Knowledge Management. The ITSM Lead will also promote service ownership by establishing a solid Service Portfolio Management process. The ServiceNow Systems Manager will also work on improving our current application development and delivery environments and promote the adoption of continuous integration and continuous delivery/deployment practices (CI/CD) wherever possible, to deliver business value faster. This role reports into the Director of IT.
What youʼll do
- Develop and Improve IT Service Management (ITSM) processes including Change Management, Release Management, Incident Management, Problem Management, and Knowledge Management.
- Promote service ownership by Service Level Management process, the Service Catalog, and a Service Portfolio Management process.
- Integrate and support world-class 24x7x365 systems availability and performance through effective Incident, Release and Service Level Management processes, clear executive communications, and service recovery activities.
- Establish Knowledge Management as a core practice within Corporate IT, including a repository of knowledge, the practice of managing knowledge through iterative changes, and the sharing of knowledge to different levels of the organization.
- Enable continual service improvement through the effective use of metrics and key performance indicators.
- Support reviews of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service impacting events.
- Support the implementation of service management and reporting tools, including the analysis and administration of SLM tools to understand key performance indicators for service delivery.
- Document our current application development and delivery environments and promote the use of CI/CD practices where possible to deliver business value faster.
- Champion architectural best practices and provide process guidance to IT teams on the design and planning of our application delivery infrastructure.
- Upgrade ServiceNow instance to current release.
What makes you a great fit
- Combined 10 years experience in IT Operations and Application Development.
- Strong knowledge of user lifecyle management.
- B.S. in computer science, engineering, or equivalent experience.
Preferred Qualifications:
- Strong experience or understanding of the ITIL V3/V4 service management disciplines within the context of service development and service operations
- Strong analytical and problem-solving skills; ability to develop hypotheses, frame problems, and generate relevant insights based on supporting data
- Experience implementing cross-functional process improvements and delivering excellent results
- Strong technology experience in using and administering ServiceNow.
- Development experience.
- Integration experience with Workday.
- Strong experience with the Microsoft Office suite, including the ability to build and maintain business reports and plans.
- Strong technical knowledge of application and IT systems at all layers including commercial software, cloud-based, and custom applications, middleware, operating systems, databases, servers, networks, and virtualization technologies.
- Strong understanding of business objectives, drivers and principles, and how they relate to technology solutions.
- High degree of autonomy and drive, with full ownership of the work
- Ready to engage with other key stakeholders of the company in a humble and productive way
- Proven ability to communicate and collaborate effectively with people at all organizational levels.
- Excell
