ServiceNow System Administrator & Team Supervisor

Service Now System Administrator & Team Supervisor

Job Category: Information Technology

Requisition Number: SERVI
016544

• Posted :
  February 16, 2026
• Full-Time
• On-site

Showing 1 location

Germantown WFI MEM
US Operations Office
57 Germantown Ct
Suite 400
Cordova, TN 38018, USA

The Service Now System Administrator and Team Supervisor provides technical leadership, platform governance, and operational oversight for West Fraser’s Service Now environment as well as supervisory responsibilities for the Service Now Team. This role ensures the stability, scalability, and continuous improvement of the IT Service Management (ITSM) platform while guiding a Service Now team of Developers and Business Analysts and collaborating with cross‑functional technology and business stakeholders.

The position reports directly to the Director IT PMO and Collaboration.

What You Will Do:

• Lead the administration, configuration, and optimization of the Service Now platform, including ITSM, ITOM, CMDB, Discovery, Service Catalog, Workflow, and Automation modules.
• Oversee the design, implementation, and maintenance of Service Now solutions that support enterprise IT processes and business requirements.
• Ensure platform health through proactive monitoring, performance tuning, and lifecycle management (patching, upgrades, module deployments).
• Maintain and enforce platform governance, development standards, and best practices.
• Provide day‑to‑day leadership, mentorship, and technical guidance to Service Now team members.
• Coordinate workload, prioritize incoming requests, and ensure timely resolution of incidents, problems, and enhancement requests.
• Facilitate cross training, documentation, and knowledge sharing within the team.
• Collaborate with Infrastructure, Security, Applications, and Business stakeholders to align Service Now capabilities with organizational needs.
• Process & Workflow Development.
• Work with process owners to design, document, and implement IT IL aligned workflows, automation, and service catalog items.
• Support the development and maintenance of a robust CMDB, ensuring data accuracy, discovery integration, and relationship mapping.
• Partner with the Security Team to ensure compliance, access controls, and secure configuration of the platform.
• Ensure the platform meets and supports SOX and internal control business requirements.
• Project Delivery & Continuous Improvement.
• Lead or support Service Now related projects, including new module implementations, integrations, and enterprise automation initiatives. Evaluate new Service Now features and capabilities, recommending adoption strategies and coordinating testing and rollout.
• Drive continuous improvement of ITSM processes, reporting, dashboards, and KPIs.
• Operational Support.
• Provide support for Service Now issues, escalations, and complex troubleshooting.
• Ensure platform availability, integrity, and continuity through proper change management and operational discipline.
• Work with approved vendors and Service Now partners as required.
• Other Duties.
• Evening or weekend work may be required for scheduled maintenance, service interruptions, or project deadlines.
• Occasional travel within Canada and the United States may be required.
• Perform additional responsibilities as assigned by the department Director.

What You Will Need:

• Certificate, Diploma, or Degree in Information Technology, MIS, or related field; or 5+ years of relevant experience.
• 3+ years of hands‑on Service Now administration experience.
• 3+ years of team or supervisor experience.
• Service Now certifications (CSA, CISITSM, CIS Discovery, CIS‑HAM, CAD, etc.) are strong assets.
• Additional certifications such as ITIL Foundation, CompTIA Security+, or cloud related credentials are beneficial.
• Strong interpersonal skills, communication, leadership ability, teamwork and positive attitude.
• Works will within a team environment as well as individually.
• Must have excellent organizational and coordination skills.
• Must demonstrate sound analytical skills.

Our highly competitive compensation package and outstanding benefits include:

• Benefits starting day 1
• Competitive starting pay
• On‑the‑job training
• A culture that strongly believes in promoting from within
• M…