ServiceNow Systems Specialist

📋 Description

• • The ServiceNow Systems Specialist at Arctic Wolf Networks is responsible for establishing and improving IT Service Management (ITSM) practices across the organization, working closely with internal IT teams to deliver enterprise-scale IT services. This role is critical to enhancing service reliability, process efficiency, and technology adoption in support of Arctic Wolf’s mission to redefine security operations.
• • Day to day, the specialist will develop and improve ITSM processes including Change, Release, Incident, Problem, and Knowledge Management; promote service ownership through Service Level Management, Service Catalog, and Service Portfolio Management; support 24x7x365 system availability and performance; establish Knowledge Management as a core practice; enable continual service improvement using metrics and KPIs; support incident and problem data analysis for trend identification; assist in implementing service management and reporting tools; document application development and delivery environments; promote CI/CD adoption; champion architectural best practices; and upgrade the ServiceNow instance to the current release.
• • Arctic Wolf Networks is a high-growth cybersecurity company recognized by Forbes, CNBC, Fortune, CRN, and IDC MarketScape for its award-winning Aurora Platform. The company fosters a collaborative, inclusive culture focused on ending cyber risk, with over 10,000 customers and 2,000 channel partners globally. The IT team supports enterprise-scale operations and innovation, and this role reports directly to the Director of IT.
• • In this role, the individual will deepen expertise in ITIL frameworks, enterprise ITSM, and ServiceNow administration; gain experience in process optimization, CI/CD integration, and cross-functional collaboration; develop leadership in service ownership and continual improvement; and contribute to scalable, secure IT operations that enable business value delivery in a fast-moving security technology environment.