Edtech.com's Summary

Harvard University is hiring a ServiceNow Platform Lead, IT. The role owns the ServiceNow platform that runs digital workflows and IT service delivery at Harvard Business School, keeping it stable and usable across its production and non-production environments. The lead reports to the Senior Director of Administrative & Campus Systems and directs business analysts, quality assurance staff, and an outside managed service provider while also configuring and troubleshooting the platform hands-on.

Highlights

Own the ServiceNow enterprise platform end to end, including lifecycle management, budget, operational performance, and ongoing service improvement.
Direct business analysts, quality assurance staff, temporary staff, and the managed service provider to deliver platform upgrades, projects, and Tier 2 support such as incident remediation and access management.
Serve as the hands-on technical authority for ServiceNow administration and development, including instance configuration, forms and workflows, business rules, client scripts, and access control lists.
Manage the platform lifecycle across development, test, and production instances, including clones, upgrades, patches, release planning, deployment validation, and rollback planning.
Establish engineering standards such as technical design reviews, peer review, naming conventions, and automated regression testing with the Automated Test Framework.
Improve platform architecture, configuration management data quality, and service modeling aligned with ServiceNow’s Common Service Data Model, and lead root-cause diagnosis of complex incidents and vendor escalations.
Build the ServiceNow strategic roadmap and operating budget with the Senior Director and act as the subject matter expert on IT service management best practices.
Seven years of post-secondary education or relevant work experience, with preferred hands-on ServiceNow administration or development across IT service management and products such as ITOM, CSM, or HRSD.
Preferred skills include ServiceNow integrations (REST/SOAP, IntegrationHub, MID Server), JavaScript and Glide scripting, supervising others, and ServiceNow or ITIL certifications.
Hybrid position in Boston with at least three days per week on site, paying $130,000 to $140,000, with occasional early-morning, night, or weekend support.

ServiceNow Platform Lead, IT Full Description

Job Summary:

Are you excited by the idea of joining a world-class organization at the intersection of higher education and technology? Are you drawn to leveraging workflow automation tools to ensure outstanding service delivery? Can you see yourself working with staff across the organization to create and manage digital workflows? If so, consider joining our team! The IT Service Delivery team plays a critical role in driving innovative solutions to solve business problems in support of HBS’s mission to educate leaders who make a difference in the world.

The ServiceNow Platform Lead works with the Senior Director, Administrative & Campus Systems to drive service and technology roadmaps, oversee major transformation initiatives, assign and ensure the quality of developer, quality engineering (QE), and business analysis (BA) work, deliver top-notch service solutions, and manage relationships with partners across HBS. The Lead is responsible for the stability and usability of the ServiceNow platform across all production and non-production environments. They collaborate with internal team members, community stakeholders, and third-party vendors to ensure effective planning, development, and deployment of solutions that achieve desired business outcomes. They use automation extensively to design, configure, and manage applications in collaboration with a Managed Service Provider (MSP). This is a hands-on platform leadership role: the Lead is expected to configure, troubleshoot, and improve ServiceNow directly, while setting technical direction and coordinating delivery through the MSP and other resources.

The ideal candidate will be an energetic, quick learner who possesses superior interpersonal and communication skills, can direct and supervise the work of others, and creates an environment that fosters efficient and effective work practices. They will bring experience in service management practices and enabling technology, along with the ability to work collaboratively to design, implement and mature service delivery practices. The candidate will build strong relationships across the organization, provide timely support during critical situations and production incidents, and drive efficient resolution of service issues. They move comfortably between architecture and implementation, diagnose issues at the platform, integration, data, and security layers, and make informed decisions about when to configure, customize, integrate, or retire functionality.

Job-Specific Responsibilities:

Provide end-to-end Service Ownership for ServiceNow enterprise platform including lifecycle management, budget and operational performance, and service evolution and innovation
Direct and coordinate the work of BA and QA resources, temporary staff, and an MSP to deliver platform upgrades, projects, and Tier 2 support including troubleshooting, incident remediation, performance monitoring, user/group access management, access control lists and manage support ticket resolution
Serve as the hands-on technical authority for ServiceNow administration and development, including instance configuration, application and module design, forms and workflows, business rules, client scripts, UI policies, data policies, notifications, reports, dashboards, roles, groups, and access control lists (ACLs)
Own the technical lifecycle of the platform across development, test, and production instances, including instance strategy, clones, upgrades, patches, plugin activation, release planning, update sets or source control, deployment validation, rollback planning, and post-release monitoring
Establish and enforce engineering practices for ServiceNow, including technical design reviews, coding and naming standards, peer review, automated testing with the Automated Test Framework (ATF), regression testing, performance monitoring, logging, documentation, and knowledge transfer
Assess and improve platform architecture, data quality, CMDB and Configuration Management practices, service modeling, and alignment with the ServiceNow Common Service Data Model (CSDM), as applicable to HBS priorities
Lead technical diagnosis and resolution of complex incidents and defects, including root-cause analysis, remediation, problem management, and coordination of vendor escalation when platform behavior or integrations are at risk
Design and drive the ServiceNow strategic roadmap and operating budget with the Senior Director, Administrative & Campus Systems to ensure alignment with measurable business outcomes
Serve as a subject matter expert on IT Service Management (ITSM) best practices and work with partners to understand pain points, prioritize requirements and identify opportunities to improve work practices
Define and promote best practices including security, quality assurance and DevOps methodologies
Define, support, and enforce code standards and guidelines to support relevant to the applications and technologies including ServiceNow configuration, scripting, integration, testing, deployment, and documentation standards
Build trust and collaboration by being present on-site and engaging directly with colleagues and various constituents
Complete other responsibilities as assigned

Working Conditions:

Additional support outside of regularly scheduled hours, including early mornings, nights, weekends, and holiday breaks, may occasionally be required

Qualifications

Basic Qualifications:

Minimum of seven years’ post-secondary education or relevant work experience

Additional Qualifications and Skills:

The following are preferred:

Hands-on ServiceNow administration and/or development experience, ideally across ITSM and one or more additional products or applications such as ITOM, CSM, HRSD, FSM, SPM, or custom scoped applications
Experience with ServiceNow upgrades, release management, instance governance, application scoping, update sets or source control, and technical documentation
Working knowledge of ServiceNow integrations and web services, including REST/SOAP, IntegrationHub, import sets, transform maps, and MID Server concepts
Experience with ServiceNow scripting and platform APIs, including JavaScript, Glide APIs, business rules, script includes, client scripts, and flow or workflow automation
Relevant experience administering, configuring, developing, or engineering ServiceNow in an enterprise environment, with demonstrated responsibility for production platform stability and delivery
Experience with ServiceNow implementations, including familiarity with ServiceNow Field Service Management (FSM)
Experience with supervising or directing the work of others
Demonstrated ability to build and maintain relationships with key stakeholders across the organization
Dedicated to sharing knowledge and expertise to elevate organizational capacity
Strong commitment to quality, innovation, and continuous improvement
Foundational knowledge and hands-on experience with generative AI platforms such as ChatGPT and Claude
Demonstrated ability to build and manage effective relationships with third-party vendors
Effective communication skills, with the ability to educate others and clearly convey complex technical concepts to varied audiences
Ability to navigate ambiguity and adapt effectively in fast-paced environments
Strong analytical mindset and problem-solving skills

Certificates and Licenses:

The following are preferred:

ServiceNow certifications
ITIL certifications or similar

Additional Information

Standard Hours/Schedule: 40 hours per week

Compensation Range/Rate (including Shift Differential if applicable): $130,000 - $140,000, salary commensurate with experience

Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position

Pre-Employment Screening: Identity, Education, Criminal

Other Information:

This role is a hybrid position which we consider to be a combination of remote and onsite work at our Boston, MA-based campus. HBS expects all staff to be onsite at least three days per week and for departments to provide onsite coverage Monday - Friday. Specific hours and days onsite will be determined by business needs and are subject to change with appropriate advanced notice.

We may conduct candidate interviews virtually (phone and/or via Zoom) and/or in-person for this role.

Work Format Details

This position has been determined by school or unit leaders that some of the duties and responsibilities can be effectively performed at a non-Harvard location. The work schedule and location will be set by the department at its discretion and based upon operational needs. When not working at a Harvard or Harvard-designated location, employees in hybrid positions must work in a Harvard registered state in compliance with the University’s Policy on Employment Outside of Massachusetts. Additional details will be discussed during the interview process. Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Salary Grade and Ranges

This position is salary grade level 059.

Let me find your next job.

Thanks - you're signed up.

ServiceNow Platform Lead, IT

Edtech.com's Summary

ServiceNow Platform Lead, IT Full Description

Senior Director, Enterprise Applications & Platforms

Director of Technology & Digital Strategy

Associate Director, Application Support

Technical Support Specialist Lead

Assistive Technology Specialist