ServiceNow Admin

ServiceNow Architect

IAA Holdings, LLC (IAA), a Ritchie Bros. Auctioneers company, is a trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles. Leveraging leading-edge technology and focusing on innovation, IAA's unique platform facilitates the marketing and sale of total-loss, damaged and low-value vehicles. IAA serves a global buyer base – located throughout over 170 countries – and a full spectrum of sellers, including insurers, dealerships, fleet lease and rental car companies, and charitable organizations. Buyers have access to multiple digital bidding and buying channels, innovative vehicle merchandising, and efficient evaluation services, enhancing the overall purchasing experience. IAA offers sellers a comprehensive suite of services aimed at maximizing vehicle value, reducing administrative costs, shortening selling cycle time and delivering the highest economic returns.

Key Responsibilities:

• Lead the design, development, and implementation of ServiceNow solutions, including custom applications, integrations, and automation.
• Provide technical guidance and mentorship to a team of ServiceNow developers and administrators.
• Collaborate with business and IT stakeholders to understand requirements and translate them into scalable ServiceNow solutions.
• Ensure adherence to ServiceNow best practices, security policies, and compliance standards.
• Develop and maintain ServiceNow configurations, workflows, business rules, UI policies, and scripts.
• Oversee and participate in ServiceNow upgrades, patching, and system maintenance activities.
• Integrate ServiceNow with third-party applications and enterprise systems as needed.
• Establish and enforce governance, standards, and best practices for ServiceNow development and implementation.
• Troubleshoot and resolve complex technical issues related to ServiceNow functionality and performance.
• Stay updated with the latest ServiceNow releases and new features, assessing their impact and potential adoption.
• Architect, develop, and maintain the ServiceNow platform.
• Lead SNOW initiatives reducing reliance on third-party vendors.
• Collaborate with technical and non-technical stakeholders to align platform features with business needs.
• Promote capabilities that can solve real business problems.
• Continuously improve processes, workflows, and system performance.

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience working with the ServiceNow platform.
• Strong knowledge of ServiceNow architecture, modules, and development frameworks.
• Hands-on experience with ServiceNow scripting (JavaScript, GlideScript, AngularJS, etc.).
• Expertise in ITSM, ITOM, HRSD, CSM, or other key ServiceNow modules.
• Experience integrating ServiceNow with external systems using APIs and other integration methods.
• Strong understanding of Agile and DevOps methodologies.
• Excellent problem-solving, communication, and leadership skills.

Preferred Qualifications:

• Experience leading ServiceNow implementations in a large enterprise environment.
• Knowledge of CMDB, Discovery, and Service Mapping.
• Familiarity with ServiceNow AI/ML capabilities, Virtual Agent, and automation solutions.
• Experience with governance frameworks such as ITIL, COBIT, or ISO 27001.
• Strong stakeholder management and the ability to work cross-functionally.
• ServiceNow Certified System Administrator (CSA) certification required; additional ServiceNow certifications (CIS, CAD, etc.) preferred.

Capabilities:

• Advanced ServiceNow development skills (custom workflows, integrations, scripting).
• Ability to self-manage project lifecycles and initiatives in collaboration with the internal team.
• Excellent problem-solving and communication skills.
• Deep understanding of ServiceNow best practices, governance, and real-life experience contributing this for large companies (3-5k people).
• Must have a self-service, automation, and platform-as-a-product mindset.