Promote service ownership by Service Level Management process, the Service Catalog, and a Service Portfolio Management process.
Integrate and support world-class 24x7x365 systems availability and performance through effective Incident, Release and Service Level Management processes, clear executive communications, and service recovery activities.
Establish Knowledge Management as a core practice within Corporate IT, including a repository of knowledge, the practice of managing knowledge through iterative changes, and the sharing of knowledge to different levels of the organization.
Enable continual service improvement through the effective use of metrics and key performance indicators.
Support reviews of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service impacting events.
Support the implementation of service management and reporting tools, including the analysis and administration of SLM tools to understand key performance indicators for service delivery.
Document our current application development and delivery environments and promote the use of CI/CD practices where possible to deliver business value faster.
Champion architectural best practices and provide process guidance to IT teams on the design and planning of our application delivery infrastructure.
Upgrade ServiceNow instance to current release. Experience &
Requirements
We’re looking for a/an ServiceNow Systems Specialist to be part of making this/that happen.
Position Overview and Objective The ServiceNow Systems Specialist will contribute to our IT department by establishing and improving Arctic Wolf’s IT Service Management practices, working with internal IT teams to deliver world-class IT services on an enterprise scale.
Expert in ITIL, the ServiceNow Systems Specialist will be working closely with various process owners and managers to improve the performance of processes such as Change Management, Release Management, Incident Management, Problem Management, and Knowledge Management.
The ServiceNow Systems Specialist will also work on improving our current application development and delivery environments and promote the adoption of continuous integration and continuous delivery/deployment practices (CI/CD) wherever possible, to deliver business value faster.
experience in IT Operations and Application Development. Strong knowledge of user lifecyle management. B.S. in computer science, engineering, or equivalent experience. Strong
experience or understanding of the ITIL V3/V4 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. Development experience. Integration experience with Workday. Strong
experience with the Microsoft Office suite, including the ability to build and maintain business reports and plans.
Strong technical knowledge of application and IT systems at all layers including commercial software, cloud-based, and custom applications, middleware, operating systems, databases, servers, networks, and virtualization technologies.
Strong understanding of business objectives, drivers and principles, and how they relate to technology solutions.
High degree of autonomy and drive, with full ownership of the work Ready to engage with other key stakeholders of the company in a humble and productive way Proven ability to communicate and collaborate effectively with people at all organizational levels.
If this applies, candidates are required to notify us in advance so we can explore appropriate accommodations.
And we appreciate that—by protecting people’s and organizations’ sensitive data and seeking to end cyber risk— we get to work in an industry that is fundamental to the greater good.
responsibilities in accordance with AWN’s Information Security policies, standards, processes, and controls to protect the confidentiality, integrity and availability of AWN business information (in accordance with our employee handbook and corporate policies).
Benefits
All India wolves receive compelling compensation and
benefits packages, including: Equity for all employees Flexible annual leave, paid holidays and volunteer days Training and career development programs Comprehensive private
benefits plan including medical insurance for you and your family, life insurance (3x compensation), and personal accident insurance.
Fertility support and paid parental leave Employee Assistance Program Arctic Wolf is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, provincial, or local law.
Contact
Please let us know if you require any accommodation by emailing recruiting@arcticwolf.com.
Additional details
At Arctic Wolf, you won’t just watch the cybersecurity industry evolve – you'll help lead the change.
Our global Pack is made up of people who thrive on solving hard problems, moving fast, and building technology that protects organizations around the world.
We’re proud to be recognized by Forbes, CNBC, Fortune, CRN, Bartner Peer Insights and IDC MarketScape – but what matters most is the work behind it: delivering real outcomes for customers through award winning innovation like our Aurora Platform.
If you’re looking for meaningful work, smart teammates and the chance to make a real impact in a high-growth company that’s redefining security operations, Arctic Wolf is the right place for you! Our mission is simple: End Cyber Risk.
The ITSM Lead will also promote service ownership by establishing a solid Service Portfolio Management process.
Responsibilities Develop and Improve IT Service Management (ITSM) processes including Change Management, Release Management, Incident Management, Problem Management, and Knowledge Management.
Excellent verbal, written, presentation communication skills.
On-Camera Policy To support a fair, transparent, and engaging interview experience, candidates interviewing remotely are expected to be on camera during all video interviews.
Being on camera fosters authentic connection, improves communication, and allows for full engagement from both candidates and interviewers.
We understand that technical, bandwidth, or location-related challenges may occasionally prevent video use.