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Lead ServiceNow Administrator

Charlotte, North Carolina
Job Type
29 Jul 2022
Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality....designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!

Job Description

We are looking for a Lead ServiceNow Administrator who has expertise in aligning configuration management systems to ITIL processes. The Lead will serve as the senior technical administrator and process lead for the ServiceNow platform and paging system. This role will also serve as the process lead for configuration and asset management and will have the responsibility to manage the delivery of work performed by employees and coordinate work from a 3rd party supplier.

The Lead ServiceNow Administrator responsibilities will include:
  • Serving as the Lead technical administrator for the ServiceNow platform and an integrated on-call paging system.
  • Creating, developing, and managing governance and processes for ServiceNow administration.
  • Creating, developing, and managing processes for CMDB, HAM, and SAM data in-take and relationships to ensure accuracy.
  • Serving as the delivery lead and utilize agile processes for the delivery of work.
  • Working closely with ITSM/ITOM process teams to understand system requirements to support information needs and required workflows.
  • Providing input to leadership on team, system, process, and customer alignment
  • Reviewing changes and ensuring implementation plans address risk mitigation
  • Reviewing and auditing the team's work to ensure quality
  • Working with a 3rd party service provider providing day-to-day support and evaluating performance on monthly basis.
  • Analyzing and evaluating data to provide quantitative analysis on SLAs.
  • Mentoring team members and providing positive encouragement during high work tempo periods
  • Educating ITSM stakeholders on capabilities.
  • Advising leadership on transformation opportunities that will deliver increased value to customers and business units.
  • Supporting a 24x7x365 environment with on-call participation


  • Master's or bachelor's degree in Computer Science, Information Systems, Business or similar or 10 to 14 years' experience in IT or 12 - 17 years' relevant experience in lieu of a degree
  • Ten or more years' experience in ITSM
  • Seven or more years in an ITSM role; preferably multiple roles and or developing ITSM processes
  • Seven or more years as a ServiceNow or Remedy administrator
  • Proven Experience with implementing pager duty
  • Proven Experience as ServiceNow or Remedy product owner
  • ITIL intermediate certifications
  • ITIL v3 or v4 foundations
  • Able to lead, mentor, and provide feedback to team members
  • Able to communicate feedback and provide recommendations to leadership
  • Comfortable with the ambiguous nature of a startup

Additional Information


We aspire to contemporary ways of working.

We are committed to being a leader in defining a new way to work because we recognize the changing mindset of today's workforce. We meet you where you are...wherever you are, by providing sensible remote and hybrid work arrangements. Why? Because our purpose is to reimagine how people work, learn, play and connect!

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. We are committed to building a team as diverse as the customers we serve.

Diversity, equity and inclusion are at the center of our grounding belief in Being Real.

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer

Please be advised that Brightspeed (Connect Holding LLC) requires its employees to be fully vaccinated against COVID-19, subject to the Company's legal obligations including potentially accommodating an employee's sincerely held religious beliefs or medical condition.

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  • Job Reference: 671196187-2
  • Date Posted: 29 July 2022
  • Recruiter: brightspeed
  • Location: Charlotte, North Carolina
  • Salary: On Application
  • Sector: I.T. & Communications
  • Job Type: Permanent