Lead, ServiceNow Administrator

Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Who We Are…

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next…

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

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Lead ServiceNow Administrator

This position plays a critical role in ensuring the stability, performance, and scalability of the ServiceNow environment. The ideal candidate will have deep technical expertise in ServiceNow, a strong understanding of ITSM processes, and the ability to collaborate across development, QA, and business teams to deliver high-quality platform enhancements. 

Your Role Accountabilities: 

Platform Operations & Support

• Participate in the daily operations of the ServiceNow platform, including incident, request, and problem management. 

• Monitor platform health and performance, proactively identifying and resolving issues. 

• Provide advanced troubleshooting support and root cause analysis for platform-related incidents. 

• Ensure compliance with internal SLAs and ITIL-based service management practices. 

Release & Deployment Execution

• Package and deploy updates, scripts, and configurations using Update Sets and Application Repository. 

• Validate deployments through pre- and post-deployment testing; manage rollbacks when necessary. 

• Coordinate with development and QA teams to ensure readiness and quality of releases. 

• Maintain a release calendar and align deployments with change management processes. 

Environment & Instance Management

• Oversee instance cloning, data refreshes, and environment synchronization across development, test, and production. 

• Ensure consistency and integrity of data and configurations across all environments. 

• Collaborate with platform owners and developers to maintain environment hygiene and readiness. 

Documentation & Communication

• Create and maintain documentation for release notes, deployment procedures, and known issues. 

• Communicate release schedules, impacts, and outcomes to stakeholders. 

• Support knowledge sharing across the ServiceNow team and broader IT organization. 

Qualifications & Experiences: 

• 6+ years of experience in ServiceNow administration, with a strong focus on platform support and release management. 

• Deep understanding of ServiceNow modules such as Incident, Problem, Change, CMDB, and Service Catalog. 

• Proficiency in scripting (JavaScript, Glide API) and use of Update Sets and Application Repository. 

• Experience managing ServiceNow environments and coordinating instance cloning and synchronization. 

• Strong communication and documentation skills, with the ability to work independently and collaboratively. 

• Bachelor’s degree in Information Technology, Computer Science, or a related field. 

Not Required but Preferred Experience: 

• ServiceNow Certified System Administrator (CSA); additional certifications (e.g., Implementation Specialist, Application Developer) are a plus. 

• ITIL v4 Foundation or higher certification. 

• Experience with Automated Test Framework (ATF), Flow Designer, and IntegrationHub. 

• Familiarity with Agile methodologies and DevOps practices. 

How We Get Things Done…