ServiceNow Platform Manager

Harvard Medical School

Boston, MA

ID: 7214959 (Ref.No. hh-65008BR)
Posted: February 8, 2024

Job Description

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

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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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

https://hms.harvard.edu/about-hms/campus-culture/mission-community-values-diversity-statement

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.

Harvard Medical School strives to cultivate an environment that promotes inclusiveness and collaboration among students, faculty and staff and to create new avenues for discussion that will advance our shared mission to improve the health of people throughout the world.

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