Enterprise ServiceNow Lead — Hybrid Strategy & Transformation

Northeastern University

Boston (MA)

Hybrid

USD 157,000 - 228,000

Full time

14 days+

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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.