ServiceNow Lead Systems Administrator

We Make Life More Rewarding and Dignified 

Location : ​Libertyville​
Department : ​Information Technology 

Summary

The ServiceNow Lead Systems Administrator is accountable for the support, day-to-day administration, availability, security, and continual improvement of ServiceNow, with primary ownership of the ITSM, ITOM, and ITAM product areas. This role ensures these platforms are configured, governed, and supported to deliver reliable services, actionable operational visibility, and accurate asset and license compliance across the enterprise.

The role provides hands-on administration of ITSM (Incident, Problem, Change, Request/Service Catalog, Knowledge, SLAs, and reporting), ITOM (CMDB governance and data quality, Discovery/MID Server and event/alert integrations as in scope), and ITAM (hardware/software asset lifecycle configuration, software models/entitlements, and audit-ready reporting). The Platform support includes managing upgrades and releases, maintains integrations and data integrity, and drives adoption through documentation, training, and a prioritized backlog aligned to ITIL practices and organizational priorities.

Responsibilities

Systems ownership, governance, and roadmap

• Support the ServiceNow platform strategy and define the multi-year roadmap for ITSM, ITOM, and ITAM, aligned to business outcomes, ITIL practices, and enterprise architecture standards.
• Establish and support system governance practices, including intake and demand management, standards, documentation, technical debt management, prioritization, and KPI-driven continual improvement.

Administration, configuration, and solution delivery

• Administer and configure assigned systems and platform capabilities, including user access, roles, permissions, workflows, forms, notifications, automation, data structures, reporting, and other configuration elements as applicable.
• Maintain environments, implement SDLC controls, coordinate testing and release activities, and ensure change and release processes meet audit, compliance, security, and operational requirements.

ITSM process enablement and stakeholder partnership

• Own the configuration and continual improvement of ITSM processes including Incident, Problem, Change, Request/Service Catalog, Knowledge, Service Level Management, and Major Incident communications.
• Partner with process owners and stakeholders to define requirements, policies, data standards, approvals, reporting, and user experience improvements; translate complex needs into scalable system solutions.

System lifecycle, configuration, and data stewardship

• Own CMDB strategy, model, and data quality: identification and reconciliation, CI classes/relationships, governance, and operationalization of CI lifecycle across teams.
• Administer ITOM capabilities (as in scope), such as Discovery, Service Mapping, Event Management, and Operational Intelligence, and ensure integrations support accurate service health and reduced MTTR.

ITAM product ownership

• Own asset lifecycle processes and platform configuration for hardware and software asset management, including procurement intake, receiving, assignment, stockrooms (as applicable), audits, and retirement/disposal workflows.
• Support license compliance and optimization by maintaining software models, entitlements, reclamation processes, and reporting; partner with Procurement/Finance/Security as needed.

Integrations, reporting, and service performance

• Design and maintain integrations (APIs, MID Server, import sets, integration hub/spokes as applicable) with monitoring, endpoint, identity, procurement, and financial systems; ensure data integrity and resiliency.
• Deliver dashboards, KPIs, and operational reporting for ITSM/ITOM/ITAM; monitor platform health and performance and drive continuous improvements and automation to reduce cost and risk.

Essential Functions of the Role

• Collaborate across departments to support organizational goals.
• Participate in cross-functional meetings and initiatives.
• Maintain and analyze data using tools like Excel, SAP, or HRIS systems.
• Prepare reports and dashboards for internal stakeholders.
• Ensure data accuracy and confidentiality in compliance with company and legal standards.
• Manage multiple priorities and deadlines in a fast-paced environment.
• Lead or support special projects aligned with departmental objectives.
• Demonstrate initiative in identifying process improvements or automation opportunities.
• Serve as a point of contact for internal and external stakeholders.
• Maintain secure handling of sensitive information.

Education & Work Requirements

• Bachelor’s Degree with 8-12 years of related experience

Education & Work Preferences

• Advanced systems administration experience for enterprise applications, platforms, or related technologies; strong working knowledge of IT service management, cybersecurity, compliance, and operational support practices.
• Relevant vendor, platform, cloud, ITIL, cybersecurity, or systems administration certifications aligned to the assigned technology area.
• Minimum 8 years of related technical experience, including hands-on systems administration, configuration, release management, security/access administration, and operational support for enterprise systems or platforms.
• Experience supporting complex business or IT processes through system configuration, automation, workflow, reporting, and stakeholder partnership.
• Experience with system data models, configuration management, data quality practices, integrations, monitoring, and lifecycle governance across technical or business teams.
• Experience supporting audits, compliance requirements, access reviews, documentation, controls, reporting, and risk reduction activities for assigned systems.
• Strong understanding of IT service management concepts and operational practices; ability to translate process and business requirements into sustainable system configuration.
• Systems administration skills such as user and role management, access controls, workflow or automation configuration, forms and notifications, reporting, environment management, release practices, and issue troubleshooting.
• Process enablement experience, including requirements gathering, solution design, documentation, user experience improvements, training, and adoption support.
• Technical data and configuration knowledge, including system objects, relationships, reference data, integrations, monitoring, data quality, and remediation practices.
• Operational governance knowledge, including lifecycle management, support procedures, audit readiness, security and compliance controls, and continuous improvement practices.
• Integration and data skills such as APIs, data imports, scheduled jobs, identity or endpoint connections, reporting tools, and troubleshooting data pipelines or system-to-system interfaces.
• Operational excellence: system health monitoring, upgrade planning and testing, performance tuning, incident and problem resolution, security/compliance, and documentation/training for administrators and end users.

Competencies

• Be Agile - Innovates and adapts quickly, approaching change with curiosity while persisting through obstacles.
• Be Customer Centric - Considers the needs, experiences and feedback of customers in all we do.
• Be People-Focused - Builds trust and collaborates with an inclusive and empathetic approach.
• Be Performance Driven - Operates with an ownership mindset, driving meaningful outcomes.
• Live The Schneiders’ Legacy, Our Noble Purpose - Passionately serves Our Mission and Vision, while demonstrating the Immutable Principles.

Our Total Rewards package in aggregate is above market and includes competitive pay, paid time off programs, peer-to-peer recognition, health and life insurance, wellness programs and incentives, and generous retirement savings.

• The anticipated base pay range for this position is $120,000 - $160,000 yearly. The actual salary varies based on applicant's location, education, experience, skills, abilities, and other legitimate business factors. ​
• This position is also eligible to participate in the Hollister Corporate Bonus Plan.
• The Company’s health and welfare benefits include medical, prescription, dental, vision, spending/savings accounts, disability, company paid (parental and caregiver) leaves, statutory leaves/disability programs, accident, life, wellbeing, education assistance, adoption assistance, and voluntary benefit programs. ​
• The Company’s 401(k) Retirement Savings Plan includes: auto-enrollment, ROTH, vesting and eligible participants “safe harbor” matching contributions. ​
• The Company’s paid time off benefits include: 11 paid holidays, paid vacation based on length of service and exempt/non-exempt status, and sick days based on statutory requirements and/or exempt/non-exempt status. ​
• The Company’s additional benefits include: education assistance and adoption assistance benefit programs. 

About Hollister Incorporated
Hollister Incorporated is an independent, employee-owned company that develops, manufactures and markets healthcare products worldwide. The company spearheads the advancement of innovative products for ostomy care, continence care and critical care, and also creates educational support materials for patients and healthcare professionals. Headquartered in Libertyville, Illinois, Hollister has manufacturing and distribution centers on three continents and sells in nearly 80 countries. Hollister is a wholly owned subsidiary of The Firm of John Dickinson Schneider, Inc., and is guided both by its Mission to make life more rewarding and dignified for people who use our products and services, as well as its Vision to grow and prosper as an independent, employee-owned company, and in the process, to become better human beings.

EOE Statement
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Job Req ID: 36533