Job Description
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!
We are looking for an exceptional ServiceNow Systems Specialist responsible to establish and improve 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 Manager 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 ITSM Lead will also promote service ownership by establishing a solid Service Portfolio Management process. The ServiceNow Systems Manager 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. This role reports into the Director of IT.
What youʼll do
Develop and Improve IT Service Management (ITSM) processes including Change Management, Release Management, Incident Management, Problem Management, and Knowledge Management.
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.
What makes you a great fit
Combined 10 years experience in IT Operations and Application Development.
Strong knowledge of user lifecyle management.
B.S. in computer science, engineering, or equivalent experience.
Preferred Qualifications:
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.
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. If this applies, candidates are required to notify us in advance so we can explore appropriate accommodations.
At Arctic Wolf, we foster a collaborative and inclusive work environment that thrives on diversity of thought, background, and culture. This is reflected in our multiple awards, including Top Workplace USA (2021-2025), Best Places to Work – USA (2021-2025), Great Place to Work – Canada (2021-2024), Great Place to Work – UK (2024-2026), and Kununu Top Company – Germany (2024-2026). Our commitment to bold growth and shaping the future of security operations is matched by our dedication to customer satisfaction, with over 10,000 customers worldwide and more than 2,000 channel partners globally. As we continue to expand globally and enhance our technology, Arctic Wolf remains the most trusted name in the industry.
Our Values
Arctic Wolf recognizes that success comes from delighting our customers, so we work together to ensure that happens every day. We believe in diversity and inclusion, and truly value the unique qualities and unique perspectives all employees bring to the organization. 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.
We celebrate unique perspectives by creating a platform for all voices to be heard through our Pack Unity program. We encourage all employees to join or create a new alliance. See more about our Pack Unity here.
We also believe and practice corporate responsibility, and have recently joined the Pledge 1% Movement, ensuring that we continue to give back to our community. We know that through our mission to End Cyber Risk we will continue to engage and give back to our communities.
All 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
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. Arctic Wolf is committed to fostering a welcoming, accessible, respectful, and inclusive environment ensuring equal access and participation for people with disabilities. As such, we strive to make our entire experience as accessible as possible and provide accommodations as required for candidates and employees with disabilities and/or other specific needs where possible. Please let us know if you require any accommodation by emailing recruiting@arcticwolf.com. View our Hiring Page to learn more about our application process.
Security Requirements
Conducts duties and 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).
Background checks are required for this position.
This position may require access to information protected under U.S. export control laws and regulations, including the Export Administration Regulations (“EAR”). Please note that, if applicable, an offer for employment will be conditioned on authorization to receive software or technology controlled under these U.S. export control laws and regulations.