Enterprise Product Lead- ServiceNow

Northeastern University; Boston (MA); On-site; USD 157,000 - 228,000; Full time

Benefits offered by this job

Benefits package

Tuition assistance

Wellness & life

Retirement

Commuting & transportation

Job summary

Northeastern University in Boston is seeking an Enterprise Product Lead for ServiceNow to design and execute our ServiceNow strategy across ITSM, CSM, HAM/SAM, SPM and IRM. You will align platform capabilities with business needs, lead transformation initiatives and manage vendors and cross-functional teams.

The role requires deep ServiceNow expertise, program management, and a proactive, collaborative leadership style.

Qualifications

• 10+ years in IT, with 5+ years in a leadership role managing enterprise applications.
• Proven track record leading digital transformation initiatives and large IT projects.
• Extensive experience with the ServiceNow platform, including 3+ modules such as ITSM, CSM, HAM/SAM, SPM, or IRM.
• Experience with ServiceNow portals, AI chat or virtual agent capabilities, and workflow automation/orchestration.
• Vendor and stakeholder management experience.
• Experience in higher education or healthcare domains related to service/asset management, risk, and compliance is a plus.

Responsibilities

• Develop and implement a comprehensive ServiceNow platform strategy aligned with business goals.
• Lead digital transformation efforts across ITSM, CSM, HAM/SAM, SPM, and IRM initiatives.
• Direct and develop a high-performance IT team supporting the ServiceNow platform.
• Engage with business leaders to demonstrate platform value and drive stakeholder satisfaction.
• Oversee the ServiceNow portfolio and prioritize initiatives based on ROI, alignment, and risk.
• Ensure platform reliability, security, and compliance, including master data management.

Skills

Strategic leadership

Vendor management

Digital transformation

Cross-functional collaboration

Project management

Cloud / ServiceNow knowledge

Education

Bachelor's degree in IT/CS

Tools

ServiceNow platform

AI chat / virtual agent

Portal experiences

Workflow automation

Job description

Enterprise Product Lead- ServiceNow

About the Opportunity

JOB SUMMARY

ServiceNow Product Lead will own our organization's ServiceNowstrategy design and execution, ensuring it effectively supportsbusiness processes and objectives across ITSM, CSM, HAM/SAM andSPM, with a growing footprint in IRM. The role involves theexecution of strategic planning, leading implementation initiativesand continuous improvement of ServiceNow solutions to optimize dataintegrity, operational efficiency and business outcome delivery.The position requires a strong technical background in theServiceNow platform, project/program management, and an ability tocollaborate with cross-functional teams to align ServiceNowcapabilities with business needs, manage vendor relationships andlead support teams that will help the organization achieve andmaintain a stable and responsive platform. It is expected that thisleader will help our organization keep up with the latest trends inthe ServiceNow market, including (but not limited to) portalexperiences, AI powered virtual agent and chat capabilities, andworkflow automation and orchestration. The ServiceNow-focusedProduct Lead will need to help manage costs and prioritizeinitiatives with business stakeholders, driving measurable valuefrom the early to the late stages of such initiatives.

This role is critical to ensuring that our business technologysolutions align with our university strategy, enhance operationalefficiencies and provide competitive advantage. As a key member ofthe senior IT management team, the Product Lead will collaborateclosely with other leaders in IT and business units to spearheaddigital transformation initiatives, optimize platform value, andensure the security and compliance of our ServiceNowenvironment.

This role requires occasional availability outside of traditionalworking hours to address urgent business needs as they arise,including, but not limited to, responding to security incidents,supporting software deployments, resolving software issues orsystem breaks, and addressing other critical operationalrequirements. The ideal candidate must be proactive and adaptable,ensuring minimal disruption to business operations by promptlyaddressing any issues, regardless of time or day. Flexibility and astrong sense of urgency are essential for success in thisposition.

This role is hybrid and in the office a minimum of three days aweek to facilitate collaboration and teamwork. In-office presenceis an essential part of our on-campus culture and allows forengaging directly with staff and students, sharing ideas, andcontributing to a dynamic work environment. Being on-site allowsfor stronger connections, more effective problem-solving, andenhanced team synergy, all of which are key to achieving ourcollective goals and driving success.

This role requires flexibility in performing duties outside of theprimary responsibilities to support evolving business needs. Theideal candidate must be adaptable and willing to take on additionaltasks or projects as required, ensuring smooth operations acrossthe organization. This may include stepping in to assist withcross-functional teams, handling unexpected challenges, orcontributing to initiatives that support business growth andsuccess. A proactive mindset and the ability to pivot quickly areessential for thriving in this dynamic environment.

Applicants must be authorized to work in the United States. The University is unable to work sponsor for this role, now or in the future.

MINIMUM QUALIFICATIONS

• Minimum of 10 years' experience in IT, with at least five years in a leadership role managing enterprise applications.
• Proven track record of leading digital transformationinitiatives and implementing large-scale IT projects.
• Extensive experience with the ServiceNow platform, preferablyin an environment that deployed 3+ modules such as ITSM, CSM,HAM/SAM, SPM or IRM.
• Demonstrated experience with ServiceNow portals, AI chat orvirtual agent capabilities, and workflow automation andorchestration.
• Demonstrated success in vendor and stakeholder management.
• Experience in higher education or healthcare concepts such asservice management, asset management, or risk and compliance are aplus.

KEY RESPONSIBILITIES & ACCOUNTABILITIES

• Strategic leadership: Develop and implement a comprehensive strategy for the ServiceNow platform that supportsour organization's business goals and objectives. In collaborationwith the software engineering team, carry out buy-build-customizeanalyses and develop plans to operationalize the results. Own,maintain and promote awareness of the platform strategicroadmap.
• Leadership of digital transformation efforts: Identifyopportunities for innovation and improvement, while overseeingongoing implementation of multiple, overlapping platforminitiatives across ITSM, CSM, HAM/SAM, SPM and IRM.
• Team leadership and development: Lead, mentor anddevelop a high-performance team of IT professionals supporting theServiceNow platform. Foster a culture of innovation, excellence andongoing improvement.
• Business engagement: Develop productive relationshipswith business leaders across our organization to influence how theplatform can enable new sources of value. Conduct regular surveysof stakeholders' satisfaction with the platform, publish theresults and, where necessary, implement action plans to improvesatisfaction.
• Portfolio management: Oversee the management of ourServiceNow portfolio across ITSM, CSM, HAM/SAM, SPM and IRM,ensuring it meets current and future business requirements.Evaluate and prioritize initiatives based on strategic alignment,return on investment and risk. Perform ongoingbuy-build-customization analyses for current and future componentsof the portfolio, including portals, AI chat and virtual agentcapabilities, and automation and orchestration. Identifyopportunities for system modernization, integration, automation andrationalization.
• Operational excellence: Safeguard the reliability,availability and performance of the ServiceNow platform, includingportals, AI chat and virtual agent tools, and automation andorchestration workflows. Implement best practices for applicationlife cycle management, including development, deployment,maintenance and support. Manage master data across theplatform.
• Vendor management: Establish and maintain strongrelationships with ServiceNow and key implementation partners.Develop a nuanced understanding of the vendor's roadmap and how itwill support the company'sbusiness objectives. Collaborate with ITsourcing and vendor management teams to strengthen the company'sposition when negotiating with software and service vendors.
• Risk management and compliance: Work with our internalgovernance team to ensure the ServiceNow platform, including IRMcapabilities, complies with all relevant laws, regulations andindustry standards. Oversee risk management processes to identify,assess and mitigate risks associated with the platform andconnected systems.
• Budget management: Develop and manage the budget for theServiceNow platform, ensuring optimal allocation of resources andcost-effectiveness.

Competencies & Key Behaviors

• Technical expertise: In-depth knowledge of theServiceNow platform, cloud computing and platform architecture.Ability to use strategic planning to translate business goals intotechnology solutions. At least one of the following certificationsrequired: ServiceNow Certified System Administrator (CSA),Certified Implementation Specialist in ITSM, CertifiedImplementation Specialist in CSM, Certified ImplementationSpecialist in HAM/SAM, Certified Implementation Specialist in SPM,or Certified Implementation Specialist in Risk and Compliance(IRM)
• Communication and collaboration: Exceptionalcommunication and interpersonal skills. Ability to collaboratesimultaneously with multiple executives from different parts of theorganization, stakeholders and teams across the organization, andto influence people to achieve common goals. Experience partneringwith Higher Education or student and employee service deliveryfunctions desired
• Project management: Strong project management skills,including experience with agile methodologies and changemanagement.
• Analytical skills: Excellent analytical andproblem-solving abilities; proficiency in data analysis andperformance metrics.

Position Type

Information Technology

Additional Information

Northeastern University considers factors such as candidate workexperience, education and skills when extending an offer.

Northeastern has a comprehensive benefits package for benefiteligible employees. This includes medical, vision, dental, paidtime off, tuition assistance, wellness & life, retirement- aswell as commuting & transportation. Visit https://hr.northeastern.edu/benefits/ for more information.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disabilitystatus, or any other characteristic protected by applicablelaw.

Compensation Grade/Pay Type

115S

Expected Hiring Range

$157,130.00 - $227,840.00

With the pay range(s) shown above, the starting salary will dependon several factors, which may include your education, experience,location, knowledge and expertise, and skills as well as a paycomparison to similarly-situated employees already in the role.Salary ranges are reviewed regularly and are subject tochange.