Signature Aviation

Senior ServiceNow Administrator

Signature Aviation

full-time

Posted on:

Location Type: Hybrid

Location: Orlando • Florida • 🇺🇸 United States

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Job Level

Senior

Tech Stack

ITSMJavaScriptServiceNowSOAP

About the role

  • 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.
  • 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.
  • 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.
  • 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.
  • Keep 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.
  • 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.

Requirements

  • 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.
  • 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.
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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
ServiceNow administrationServiceNow developmentJavaScriptGlide APIFlow DesignerREST APIsSOAP APIsLDAPSSOITIL
Soft skills
analytical skillstroubleshooting skillsproblem-solving skillscommunication skillscollaborative mindsetattention to detaildocumentation disciplineorganizational skillsability to manage multiple prioritiessolution-oriented mindset
Certifications
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