ServiceNow Platform Lead, IT

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 wit