Role Description Lumen is looking for a Senior Lead ServiceNow Administrator with strong platform expertise and a passion for growing into a development-focused career. You will support ServiceNow platform operations, contribute to integration efforts, and collaborate across teams to implement scalable solutions. This role offers opportunities to expand development skills while maintaining platform health and administrative excellence. Location: This is a remote opportunity open to candidates located anywhere in the U.S. Main Responsibilities - Perform core ServiceNow administration tasks including instance cloning, security configuration, user and role management, and platform setup. - Manage update set promotion across development, testing, and production environments. - Apply patches and maintain ServiceNow instances to ensure stability, performance, and compliance. - Support ServiceNow platform health through proactive monitoring and maintenance. - Collaborate with cross-functional teams to support administrative functions and ensure smooth operations. - Assist in designing and implementing integrations between ServiceNow and external systems. - Contribute to building and maintaining bi-directional integrations using tools such as IntegrationHub, MID Servers, Scripted REST APIs, and REST Messages. - Troubleshoot platform issues, including investigating errors and anomalies, often requiring analysis and resolution within ServiceNow configurations and workflows. - Participate in integration efforts using technologies like APIGEE and Kafka, with mentorship and guidance from senior developers. - Document platform configurations and integration workflows. - Engage in continuous learning to grow ServiceNow development capabilities. Qualifications - 5+ years of hands-on ServiceNow administration experience. - Familiarity with ServiceNow development concepts and eagerness to grow into a developer role. - Experience or familiarity with diagnosing and resolving issues in ServiceNow environments, including error tracing and platform debugging. - Solid understanding of REST APIs, OAuth, and web technologies. - Expertise in JavaScript is required. - Expertise in ServiceNow’s scoped applications is a plus. - Experience with MID Server setup and configuration. - Strong knowledge of ServiceNow’s data models and CMDB. - Experience in the ServiceNow CSM and FSM modules. - Strong problem-solving skills and attention to detail. - Ability to collaborate effectively across teams. - Ability to mentor new and aspiring ServiceNow Administrators. - Ability to obtain United States Security Clearance upon hire. Compensation This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. - $132,232 - $176,310 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, WY - $138,844 - $185,124 in these states: CO, HI, MI, MN, NC, NH, NV, OR, RI - $145,456 - $193,940 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, WA Benefits - Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing.

• You design CMDB and CSDM architectures that serve as a single source of truth—scalable, well-structured, and ready for AI use cases. • Using Discovery, Service Mapping, and smart integrations, you create true end-to-end visibility across hybrid IT environments. • Through Event Management and AIOps approaches, you transform unstructured alerts into actionable insights—enabling proactive rather than reactive operations. • You model services instead of systems, creating the foundation for impact analysis, automation, and stable business processes. • You evaluate new features such as Generative AI within the ServiceNow ecosystem and demonstrate how they can deliver real business value. • You lead workshops, advise decision-makers, and develop roadmaps for organizations ranging from mid-sized companies to large enterprises.

• Lead end-to-end ServiceNow solution architecture across complex enterprise programs. • Advise clients on platform strategy, roadmap planning, governance, and implementation best practices. • Present recommendations clearly to executive, business, technical, and operational stakeholders. • Lead and mentor cross-functional ServiceNow teams, including architects, developers, business analysts, and administrators. • Ensure solutions are scalable, maintainable, secure, and aligned to ServiceNow best practices. • Provide architectural oversight across modules such as ITSM, ITOM, CSM, SPM, SecOps, HRSD, CMDB, HAM, SAM, integrations, and platform security. • Review solution designs, integrations, data models, technical debt, and upgrade impacts. • Support pre-sales, client workshops, design authority sessions, and executive briefings as needed.

• Maintain and continuously improve the ServiceNow platform. • Configure, administer, and enhance the ITSM, ITOM, CMDB, and HAM modules. • Support and optimize processes including Incident Management, Problem Management, Change Management, and Request Management. • Ensure the quality, governance, and integrity of CMDB data. • Gather and analyze requirements with business areas. • Translate functional needs into solutions within the ServiceNow platform. • Participate in automation and digital transformation projects. • Prepare functional and technical documentation. • Identify opportunities to improve and optimize processes. • Provide support to global users and stakeholders.