Job Listings

ServiceNow Platform Manager

Harvard University
Job Location:
Cambridge, 02138
Network/System Administrator
Harvard Medical School


Position Description
The ServiceNow Platform Manager is a strategic and technical leader responsible for the execution, overall health, and evolution of the two HMS IT ServiceNow production instances. This position will play multiple roles in developing business process facilitation and automation capabilities to drive operational and business processes.

Responsibilities will include developing and managing project plans, staffing, tasking team members, leading IT change control proceedings, and serving as a Scrum Master. The ServiceNow Platform Manager will be accountable for maintaining overall platform health by implementing strong governance and aligning best practices. The Manager will be responsible to routinely demonstrate strong leadership, knowledge, and diplomacy skills to work with key internal stakeholders. This role will manage a number of projects simultaneously.

Principal Duties and Responsibilities:
  • Lead a team of ServiceNow System Administrators and Developers in business process improvement efforts pertaining to service strategy, design and delivery, following best practices aligned to an ITSM strategy
  • Direct the design, development, and implementation of business applications in ITIL, CMDB, Asset Management, Service Catalog, Change Management, Problem Management, Incident Management, Major Incident Management, and Strategic Portfolio Management
  • Oversee the selection, implementation, and optimization of ServiceNow platform applications, ensuring they meet the evolving needs of the organization
  • Participate in strategic planning, support creation of the overall roadmap, shape demand for enterprise platform consumption, and facilitate execution of efforts that will drive forward platform strategy in a timely manner
  • Collaborate with vendors and internal IT teams to assess system capabilities, identify enhancements, and implement upgrades as needed; Manage relationships with external vendors and service providers
  • Evaluate current business and technical processes and identify opportunities for automation and efficiency improvements
  • Oversee the accuracy, integrity, and security of ServiceNow data in multiple implementation environments
  • Work closely with IT leadership and functional areas to understand workflows and implement technology solutions that streamline processes and enhance user experience
  • Provide ongoing support to IT and the HMS community to address issues and facilitate continuous improvement
  • Stay abreast of industry trends and emerging technologies to recommend and implement innovative solutions, including the impact of artificial intelligence on process facilitation and business automation systems and practices
  • Leverage knowledge and experience to deliver an end-to-end ITSM platform which includes ITIL process design, solution design, technical tooling & automation design requirements, and implementation on two ServiceNow instances
  • Abide by and follow the Harvard University IT technical standards, policies, and Code of Conduct
  • Other duties as assigned
Basic Qualifications
  • Minimum of seven years' post-secondary education or relevant work experience
  • Supervisory experience
Additional Qualifications and Skills
  • Knowledge of information technology applications, processes, software and equipment
  • Three or more years ServiceNow technical experience designing, developing, and/or implementing business applications in the IT Service Management, CMDB, Service Catalog, and/or Strategic Portfolio Management product families
  • Experience in integrations between ServiceNow and other tools/systems, as well as an ability to lead design sessions to architect such integrations
  • Demonstrated team performance skills, service mindset approach, and the ability to act as a trusted advisor
  • ServiceNow Certified System Administrator certification preferred
  • ITIL certifications, training and/or equivalent experience preferred
Certificates and Licenses
  • Completion of Harvard IT Academy specified foundational courses (or external equivalent) preferred
  • ITIL v3 or v4 Foundations certification desired; ITIL intermediate (or higher) certifications strongly preferred
Additional Information
The health of our workforce is a priority for Harvard University. With that in mind, we strongly encourage all employees to be up-to-date on CDC-recommended vaccines.

Please note that we are currently conducting a majority of interviews and onboarding remotely and virtually. We appreciate your understanding.

The Harvard Medical School is not able to provide visa sponsorship for this position.

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Work Format Details
This is a hybrid position that is based in Massachusetts. Additional details will be discussed during the interview process. All remote work must be performed within one of the Harvard Registered Payroll States, which currently includes Massachusetts, Connecticut, Maine, New Hampshire, Rhode Island, Vermont, Georgia, Illinois, Maryland, New Jersey, New York, Virginia, Washington, and California (CA for exempt positions only). Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

We invite you to visit Harvard's Total Rewards website ( to learn more about our outstanding benefits package, which may include:
  • Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
  • Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
  • Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
  • Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
  • Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
  • Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
  • Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
  • Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
  • Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.
Job Function
Information Technology

Department Office Location
USA - MA - Boston

Job Code
I1759M IT Service Management Mgt V

Work Format
Hybrid (partially on-site, partially remote)


Salary Grade

Information Technology (IT) - Client Services

00 - Non Union, Exempt or Temporary

Time Status

Pre-Employment Screening

Commitment to Equity, Diversity, Inclusion, and Belonging
We are committed to cultivating an inclusive workplace culture of faculty, staff, and students with diverse backgrounds, styles, abilities, and motivations. We appreciate and leverage the capabilities, insights, and ideas of all individuals. Harvard Medical School Mission and Community Values

EEO Statement
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.

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