ServiceNow Platform Specialist

Overview

Lead the delivery, optimization, and evolution of Arctic Wolf's ServiceNow platform, partnering with IT, Security, Facilities, and other business functions to maximize the value of ServiceNow capabilities.

What you'll do

• Develop, enhance, and support ServiceNow platform capabilities through configuration, administration, application development, automation, and technical solution delivery.
• Partner with stakeholders across IT, Security, Facilities, and other business functions to understand requirements and deliver ServiceNow solutions that support business objectives.
• Design, recommend, and implement platform enhancements that improve service delivery, operational effectiveness, and user experience.
• Develop and improve IT Service Management (ITSM) processes including Incident Management, Problem Management, Change Management, Release Management, Knowledge Management, and other ServiceNow-supported workflows.
• Create and maintain ServiceNow platform roadmaps aligned with organizational priorities, platform strategy, and future business needs.
• Drive stakeholder engagement, adoption, and continuous improvement initiatives through collaboration, consultation, and change management activities.
• Lead moderately complex platform initiatives and projects, balancing business requirements, technical considerations, and platform best practices.
• Analyze platform usage, operational metrics, incident trends, and performance data to identify opportunities for service improvement and automation.
• Maintain platform integrity through governance, documentation, configuration standards, and adherence to ServiceNow best practices.
• Support platform reliability, availability, and performance through effective administration, troubleshooting, maintenance, and operational support activities.
• Provide guidance to business and technical stakeholders regarding ServiceNow capabilities, platform design, process improvements, and implementation approaches.
• Identify opportunities to automate manual processes and improve operational efficiency through ServiceNow workflows, integrations, and application development.
• Support continuous improvement of development, deployment, and platform management practices, including CI/CD methodologies where appropriate.
• Contribute to the long-term maturity of the ServiceNow platform through strategic planning, technical innovation, and process optimization.

What you'll need

• B.S. in computer science, engineering, or equivalent experience.
• Combined 5-7 years' experience in IT Operations and Application Development, with 1 year of experience in program management or project management.

Nice to have

• Strong experience or understanding of the ITIL V3 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.

Details

• Location: Bengaluru, India.
• Candidates interviewing remotely are expected to be on camera during all video interviews.
• Background checks are required for this position.
• May require access to information protected under U.S. export control laws and regulations, including the Export Administration Regulations (EAR); an offer is conditioned on authorization where applicable.