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Signature Aviation is seeking a dynamic and highly skilled Senior ServiceNow Administrator to manage and enhance our enterprise ServiceNow platform. Reporting to the Sr. Technology Customer Service Manager, this role ensures our platform remains modern, secure, scalable, and fully optimized to support IT Service Management (ITSM) and broader organizational needs.

With 7+ years of hands-on ServiceNow experience, you will lead platform administration, collaborate with development teams on custom solutions, and provide expert-level technical support. This role blends strategic ownership with hands-on execution to drive reliability, automation, and innovation across the ServiceNow environment.

Platform Administration & Configuration

+ Administer core ServiceNow functions, including users, groups, roles, ACLs, and overall platform governance.

+ Configure and maintain key ITSM modules (Incident, Problem, Change, Request, CMDB, Knowledge, Asset, Service Catalog).

+ Design and implement business rules, client scripts, UI policies, Flow Designer workflows, and automation to streamline processes.

+ Develop and enhance service catalogs, request workflows, and approval processes.

+ Create dashboards, reports, and performance analytics to provide actionable insights.

+ Maintain an accurate and complete CMDB aligned with IT operations.

+ Monitor platform usage and performance, recommending enhancements to improve efficiency and user satisfaction.

+ Stay current on ServiceNow releases and evaluate new capabilities for adoption.

+ Apply best practices for administration, performance tuning, and data integrity.

System Maintenance & Support

+ Monitor platform health, troubleshoot issues, and ensure high availability.

+ Perform upgrades, patches, instance cloning, health checks, and maintenance to ensure platform stability and security.

+ Provide Tier 2/3 support for complex ServiceNow incidents.

+ Maintain detailed platform documentation, configuration standards, and system operating procedures.

+ Lead the implementation of new features and modules, ensuring alignment with business processes.

+ Customize forms, fields, and interfaces to enhance usability and operational efficiency.

Development & Enhancements

+ Lead and contribute to ServiceNow development efforts, including custom applications, JavaScript/Glide scripting, and platform automation.

+ Design and support integrations with enterprise systems using REST/SOAP APIs, MID Server, LDAP, SSO, and Active Directory.

+ Manage the ServiceNow release cycle, coordinating testing, validation, and rollout of new functionality.

+ Identify opportunities for automation, process improvement, and platform optimization.

+ Troubleshoot complex technical issues and maintain accurate configuration and change documentation.

Team Collaboration

+ Partner with development, IT operations, security, and application teams to ensure seamless integrations and end-to-end platform performance.

+ Provide mentorship to junior administrators and IT staff.

+ Deliver user training, documentation, and support to promote effective platform adoption.

+ Collaborate with vendors and ServiceNow partners on complex initiatives or escalated issues.

+ Step in as a hands-on technical lead during critical projects or issue resolution.

Governance, Risk & Compliance

+ Maintain governance frameworks to ensure adherence to ITIL/ITSM best practices and security standards.

+ Conduct risk assessments, system audits, and compliance reviews.

+ Enforce identity/access management and CMDB accuracy through RBAC and data integrity standards.

+ Maintain thorough change management documentation and ensure transparency across all platform modifications.

Training & Knowledge Management

+ Develop and maintain end-user documentation, knowledge articles, and training materials.

+ Provide training and guidance to stakeholders, serving as a key ServiceNow SME.

+ Drive continuous improvement in support models and service delivery through enhanced use of ServiceNow functionality.

Minimum Education and/or Experience

+ Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).

+ 7+ years of hands-on experience as a ServiceNow Administrator and/or Developer, with a proven track record in configuring and developing on the ServiceNow platform.

+ Strong knowledge of ServiceNow modules, architecture, scripting (JavaScript, Glide API), Flow Designer, and integrations (REST/SOAP APIs, LDAP, SSO, Active Directory).

+ Experience supporting ITIL-based ITSM processes and managing CMDB, asset management, or service catalogs.

+ Familiarity with performance analytics, reporting, dashboards, and advanced modules like ITOM or SAM is a plus.

Additional Knowledge and Skills

+ Certifications (Preferred)

+ ServiceNow Certified System Administrator (CSA)

+ ServiceNow Certified Application Developer (CAD)

+ ServiceNow Certified Implementation Specialist – IT Service Management (ITSM)

+ ServiceNow Certified Implementation Specialist – IT Operations Management (ITOM)

+ ServiceNow Certified Implementation Specialist – Discovery & Service Mapping

+ Exceptional analytical, troubleshooting, and problem-solving skills.

+ Strong communication skills with the ability to translate technical concepts for non-technical audiences.

+ Collaborative mindset with the ability to partner across IT and business functions.

+ High attention to detail, strong documentation discipline, and excellent organizational skills.

+ Proven ability to manage multiple priorities in a fast-paced environment.

+ Demonstrated ability to deliver secure, reliable, and high-performing ServiceNow enhancements and integrations.

+ Solution-oriented mindset with a focus on continuous improvement and automation.

With more than 225 locations worldwide, Signature Aviation is the largest global network of private aviation terminals, delivering safe, convenient, and elevated experiences to those we serve. As a premier hospitality organization and a certified Great Place to Work™, we are committed to redefining private air travel. Our nearly 6,000-strong team of aviation experts and enthusiasts is dedicated to delivering excellence to our guests and communities, and it starts with taking care of our team. Signature provides a variety of benefits, programs, and resources to support our team members’ overall well-being and professional development. We proudly volunteer and give back, focusing on elevating the neighborhoods where we operate, empowering the next generation of aviation professionals, and supporting our veterans.

From your health to your financial wellness, there are several benefits for you and your family when joining Signature Aviation.

Our Benefits:

+ Medical/prescription drug, dental, and vision Insurance

+ Health Savings Account

+ Flexible Spending Accounts

+ Life Insurance

+ Disability Insurance

+ 401(k)

+ Critical Illness, Hospital Indemnity and Accident Insurance

+ Identity Theft and Legal Services

+ Paid time off

+ Paid Maternity Leave

+ Tuition reimbursement

+ Training and Development

+ Employee Assistance Program (EAP) & Perks

Qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, or other protected characteristics.