Signature Aviation is seeking a dynamic and innovative ServiceNow Administrator and Developer to join our IT team, reporting to the Sr. Technology Customer Service Manager, to manage and enhance our ServiceNow platform. This critical role ensures the platform is modern, secure, and optimized to support IT Service Management (ITSM) processes and organizational needs. With at least 3 years of hands-on ServiceNow experience, you will lead a high-performing team, collaborate with development teams to deliver custom solutions, and take a hands-on approach to administration and development tasks when needed. This high-impact role drives the reliability, scalability, and innovation of our ServiceNow platform, contributing to seamless IT operations and process automation.

As a ServiceNow Administrator and Developer, you will be a collaborative leader who ensures our ServiceNow platform is modern, secure, and optimized for IT and organizational needs. By leading a high-performing team, partnering with development teams, and engaging in hands-on administration and development, you will drive process automation, enhance service delivery, and support operational excellence. This is an opportunity to make a lasting impact on our IT operations through innovative, secure, and scalable ServiceNow solutions.

Essential Duties and Responsibilities

Platform Administration & Configuration

• Administer the ServiceNow platform, managing users, groups, roles, access control lists (ACLs), and data security to ensure a modern, secure environment.

• Configure and maintain key modules, including Incident, Problem, Change, Request, CMDB, Knowledge, Asset, and Service Catalog, to support efficient IT operations.
• Design and implement business rules, client scripts, UI policies, and Flow Designer workflows to automate and streamline processes, enhancing platform usability.
• Develop and manage service catalogs, request workflows, and approval processes to deliver user-friendly, standardized solutions.
• Create and customize dashboards, performance analytics, and reports to provide actionable insights for stakeholders.

System Maintenance & Support

• Monitor ServiceNow performance, troubleshoot issues, and ensure high availability to minimize downtime and maintain operational continuity.

• Perform regular system maintenance, including upgrades, patches, and health checks, to keep the platform modern and secure.
• Provide Tier 2/3 support for ServiceNow-related incidents, acting as a hands-on troubleshooter for complex issues when needed.
• Maintain detailed configuration documentation and system standards to support transparency and compliance.

Development & Enhancements

• Lead and contribute to ServiceNow development, creating custom applications, scripts (JavaScript, Glide API), and integrations (REST/SOAP APIs, LDAP, SSO, Active Directory) to enhance platform functionality.

• Collaborate with development teams to design, test, and deploy new features, workflows, and integrations, ensuring they meet business requirements and security standards.
• Manage the ServiceNow release cycle, coordinating with stakeholders to validate and adopt new features and enhancements.
• Identify opportunities for process automation and platform optimization, leveraging ServiceNow’s capabilities to drive efficiency and innovation.

Team Collaboration

• Partner with development teams to align ServiceNow configurations and customizations with application needs, ensuring seamless integration and performance.

• Act as a hands-on leader, stepping in to perform administrative or development tasks, such as scripting or workflow design, to support critical projects or resolve issues.
• Promote cross-functional collaboration within IT to ensure the ServiceNow platform integrates effectively with other systems and supports organizational goals.

Governance, Risk & Compliance

• Establish and maintain governance frameworks to ensure ServiceNow configurations comply with ITIL/ITSM best practices, security standards, and regulatory requirements.

• Conduct regular risk assessments and audits of the ServiceNow platform to identify and mitigate vulnerabilities.
• Enforce identity and access management policies, ensuring secure and accurate CMDB data and role-based access controls (RBAC).
• Maintain comprehensive documentation and change management processes to support compliance and operational transparency.

Training & Knowledge Management

• Develop and maintain end-user documentation, knowledge articles, and training materials to enhance platform adoption and usability.

• Provide training and guidance to ServiceNow users, stakeholders, and team members, acting as the platform’s subject matter expert (SME).
• Drive continuous improvement in IT support policies and service delivery models, leveraging ServiceNow to automate processes and improve user experience.

Minimum Education and/or Experience

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

• 3+ 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 and problem-solving skills to address complex platform issues and drive innovation.
• Strong communication and interpersonal abilities to engage stakeholders and train users effectively.
• Collaborative team player with the ability to work across IT and development teams to deliver integrated solutions.
• Detail-oriented with excellent organizational and documentation skills to maintain platform standards.
• Ability to manage multiple priorities and work independently in a fast-paced environment.
• Commitment to delivering a reliable, modern, and secure ServiceNow platform with minimal downtime.
• Proven ability to implement enhancements, integrations, and upgrades on time and with high user satisfaction.
• Focus on continuous improvement and automation to enhance IT processes and user experience.

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