Lead ServiceNow Administrator

Ideal Candidate Profile

The ideal candidate is a modern IT leader with a strong customer‑centric mindset who drives service‑delivery excellence and operational stability. This role requires experience implementing and supporting ServiceNow in large, global environments, including during mergers and acquisitions. You will standardize processes, strengthen platform performance, and continuously improve the employee experience across the organization.

Position Summary

Acuity is seeking a seasoned ServiceNow Systems Engineer and Subject Matter Expert to serve as the primary technical lead during a period of transition. This role is responsible for performing a technical audit of the current environment, stabilizing the platform, and maintaining ServiceNow health while a new support structure is established.

You will lead platform administration, upgrades, integrations, and strategic decommissioning efforts as processes transition to a new ServiceNow instance. The Senior ServiceNow Administrator will manage, optimize, and extend the ServiceNow platform to support critical IT and business workflows, ensuring stability, security, and compliance within a regulated financial services environment.

This role requires deep expertise in ServiceNow administration and development, strong knowledge of ITSM and CMDB best practices, and the ability to collaborate effectively across technical and business teams while executing against a defined roadmap and product backlog.

This is a hybrid role with 3 days per week onsite in our St. Louis office.

Key Responsibilities

Platform Stability & Administration

Serve as the primary technical lead, working closely with the platform owner and lead developer as the new team is formedPerform comprehensive environment health checks and technical discovery to understand existing configurations and customizationsManage day‑to‑day ServiceNow administration, including users, groups, roles, and security ACLsTroubleshoot and resolve complex platform and integration issuesManage upgrades, patches, cloning, and release validation across environments

Module & Capability Management

Support and maintain core ServiceNow modules, including ITSM, CMDB, ITAM, ITOM, and SecOpsEnsure CMDB integrity through reconciliation rules, discovery, service mapping, and governance aligned to ITIL v4 and CSDMManage and troubleshoot REST/SOAP integrations, IntegrationHub workflows, and MID ServersDevelop and maintain integrations with enterprise systems such as Microsoft Intune, Azure, and other SaaS platforms

Architecture, Governance & Continuous Improvement

Act as lead ServiceNow technical architect, defining current‑state and target‑state architectureOwn platform governance, security compliance, and standards enforcementIdentify performance bottlenecks and implement remediation strategiesCollect and analyze metrics to track platform usage, workflow efficiency, and operational healthMaintain technical documentation covering architecture, data governance, and system design

Collaboration & Delivery

Work within Agile methodologies to support design, development, testing, deployment, and post‑deployment supportPartner with ITSM, infrastructure, application, asset, and security teams to support impact analysis and root cause analysisMentor ServiceNow and CMDB resources and contribute to roadmap planning

Required Qualifications

ServiceNow Certified System Administrator (CSA) required; CAD or CIS certifications preferred8+ years of enterprise ServiceNow administration experienceStrong understanding of ITSM processes and best practicesProven ability to work independently in complex environmentsStrong forensic troubleshooting skills, including reading existing JavaScript, GlideRecord, Business Rules, and Script IncludesExperience with CMDB, Discovery, Service Mapping, and data governanceProven experience with ITSM, CMDB, ITAM, ITOM, SPM, and SecOpsIntegration experience using IntegrationHub, REST APIs, SOAP, and MID ServersProficiency in JavaScript, HTML, CSS, and ServiceNow configuration toolsAbility to document architecture, data models, and technical designs

Required

Technical Skills

Enterprise ServiceNow administration and CMDB ownershipCSDM and ITIL v4 alignmentIntegration workflows, APIs, MID Servers, and ETL conceptsServiceNow Flow Designer, Business Rules, Script Includes, Scheduled JobsStrong understanding of infrastructure components (on‑prem, cloud, containers)

Preferred

Additional ServiceNow certifications (ITOM, Discovery, CMDB, IntegrationHub)ITIL v4 FoundationScripting experience (JavaScript, PowerShell, Python)

Soft Skills

Strong analytical and problem‑solving abilitiesExcellent written and verbal communication skillsAbility to collaborate with senior leadership and cross‑functional teamsStrong organizational and project management skillsHigh attention to detail and sound judgment under pressure

Preferred Experience

ITSM, ITAM, ITOM, and CMDB implementationsReporting and dashboard development for operational insightsServiceNow update sets, migrations, and performance tuningAgile delivery methodologies (Scrum or Kanban)

This position is an exempt position. The annualized base pay range for this role is expected to be between $80,000- $100,000 base salary compensation range. Actual base pay could vary based on factors including but not limited to experience, subject matter expertise, geographic location where work will be performed, and the applicant's skill set. The base pay is just one component of the total compensation package for employees. Other rewards may include an annual cash bonus and a comprehensive benefits package, including but not limited to medical, dental, vision, life and 401(k). Please note that the job title is subject to change based on the selected candidate’s experience and education.

About Focus Financial Partners

Focus is a leading financial services firm comprised of integrated wealth management, family office, and business management services. Blending deep expertise and expansive resources with a boutique, client-first fiduciary philosophy, Focus helps individuals, families, and institutions navigate complex financial situations with highly personalized solutions tailored to their unique needs. To learn more about Focus, visit www.focusfinancialpartners.com or follow the company on LinkedIn.

Focus is an equal opportunity employer and bases its employment decisions on the employee or candidate’s skillset, and without regard to an employee or candidate’s race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by local, state and/or federal law.

Focus complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact careers@focuspartners.com.

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