ServiceNow Platform Lead - Hybrid (Onsite 3x/wk)

Harvard University; Boston (MA); Hybrid; USD 130,000 - 140,000; Full time

Benefits offered by this job

Health insurance

Tuition assistance

Commuter benefits

Generous paid time off

Job summary

Harvard University’s IT Service Delivery team at HBS is seeking a Platform Lead for the ServiceNow enterprise platform. You will drive roadmaps, oversee upgrades, and coordinate work across BA, QA, MSP, and developers to deliver reliable service solutions.

The role combines architecture and hands‑on implementation, focusing on platform stability, security, and continuous improvement in ITSM practices. Hybrid work with onsite Boston presence is expected.

Qualifications

• Minimum of seven years’ post‑secondary education or relevant work experience.
• Hands‑on ServiceNow administration and/or development across ITSM and related products.
• Experience with upgrades, release management, and governance of instances.

Responsibilities

• Provide end‑to‑end Service Ownership for ServiceNow platform including lifecycle management and performance.
• Direct and coordinate BA/QA resources, MSP, and staff for upgrades and support.
• Serve as hands‑on technical authority for ServiceNow administration and development.
• Own platform lifecycle across development, test and production instances.
• Establish engineering practices, code standards, and automated testing (ATF).
• Lead platform architecture improvements and data quality efforts.
• Diagnose complex incidents and coordinate vendor escalation when needed.

Skills

ServiceNow admin

ITSM

Stakeholder relations

Team leadership

Communication

Problem solving

Automation

Education

Post-secondary education or equivalent experience

Tools

ServiceNow

REST/SOAP

IntegrationHub

ATF

MID Server

JavaScript

Source control

Job description

Harvard University’s IT Service Delivery team at HBS is seeking a Platform Lead for the ServiceNow enterprise platform. You will drive roadmaps, oversee upgrades, and coordinate work across BA, QA, MSP, and developers to deliver reliable service solutions.

The role combines architecture and hands‑on implementation, focusing on platform stability, security, and continuous improvement in ITSM practices. Hybrid work with onsite Boston presence is expected.