Lead ServiceNow Administrator

Focus Financial Partners•St. Louis, MO

21h•Hybrid

About The Position

The ideal candidate is a modern IT leader with a strong customer-centric mindset who drives service-delivery excellence and operational stability. This role requires experience implementing and supporting ServiceNow in large, global environments, including during mergers and acquisitions. You will standardize processes, strengthen platform performance, and continuously improve the employee experience across the organization. Acuity is seeking a seasoned ServiceNow Systems Engineer and Subject Matter Expert to serve as the primary technical lead during a period of transition. This role is responsible for performing a technical audit of the current environment, stabilizing the platform, and maintaining ServiceNow health while a new support structure is established. You will lead platform administration, upgrades, integrations, and strategic decommissioning efforts as processes transition to a new ServiceNow instance. The Senior ServiceNow Administrator will manage, optimize, and extend the ServiceNow platform to support critical IT and business workflows, ensuring stability, security, and compliance within a regulated financial services environment. This role requires deep expertise in ServiceNow administration and development, strong knowledge of ITSM and CMDB best practices, and the ability to collaborate effectively across technical and business teams while executing against a defined roadmap and product backlog. This is a hybrid role with 3 days per week onsite in our St. Louis office.

Requirements

ServiceNow Certified System Administrator (CSA) required
8+ years of enterprise ServiceNow administration experience
Strong understanding of ITSM processes and best practices
Proven ability to work independently in complex environments
Strong forensic troubleshooting skills, including reading existing JavaScript, GlideRecord, Business Rules, and Script Includes
Experience with CMDB, Discovery, Service Mapping, and data governance
Proven experience with ITSM, CMDB, ITAM, ITOM, SPM, and SecOps
Integration experience using IntegrationHub, REST APIs, SOAP, and MID Servers
Proficiency in JavaScript, HTML, CSS, and ServiceNow configuration tools
Ability to document architecture, data models, and technical designs
Enterprise ServiceNow administration and CMDB ownership
CSDM and ITIL v4 alignment
Integration workflows, APIs, MID Servers, and ETL concepts
ServiceNow Flow Designer, Business Rules, Script Includes, Scheduled Jobs
Strong understanding of infrastructure components (on-prem, cloud, containers)
Strong analytical and problem-solving abilities
Excellent written and verbal communication skills
Ability to collaborate with senior leadership and cross-functional teams
Strong organizational and project management skills
High attention to detail and sound judgment under pressure

Nice To Haves

CAD or CIS certifications preferred
Additional ServiceNow certifications (ITOM, Discovery, CMDB, IntegrationHub)
ITIL v4 Foundation
Scripting experience (JavaScript, PowerShell, Python)
ITSM, ITAM, ITOM, and CMDB implementations
Reporting and dashboard development for operational insights
ServiceNow update sets, migrations, and performance tuning
Agile delivery methodologies (Scrum or Kanban)

Responsibilities

Serve as the primary technical lead, working closely with the platform owner and lead developer as the new team is formed
Perform comprehensive environment health checks and technical discovery to understand existing configurations and customizations
Manage day-to-day ServiceNow administration, including users, groups, roles, and security ACLs
Troubleshoot and resolve complex platform and integration issues
Manage upgrades, patches, cloning, and release validation across environments
Support and maintain core ServiceNow modules, including ITSM, CMDB, ITAM, ITOM, and SecOps
Ensure CMDB integrity through reconciliation rules, discovery, service mapping, and governance aligned to ITIL v4 and CSDM
Manage and troubleshoot REST/SOAP integrations, IntegrationHub workflows, and MID Servers
Develop and maintain integrations with enterprise systems such as Microsoft Intune, Azure, and other SaaS platforms
Act as lead ServiceNow technical architect, defining current-state and target-state architecture
Own platform governance, security compliance, and standards enforcement
Identify performance bottlenecks and implement remediation strategies
Collect and analyze metrics to track platform usage, workflow efficiency, and operational health
Maintain technical documentation covering architecture, data governance, and system design
Work within Agile methodologies to support design, development, testing, deployment, and post-deployment support
Partner with ITSM, infrastructure, application, asset, and security teams to support impact analysis and root cause analysis
Mentor ServiceNow and CMDB resources and contribute to roadmap planning