ServiceNow System Administrator

Harvard Medical School; Boston (MA); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Parental leave

Health insurance

Retirement plans

Wellbeing resources

Professional development

Job summary

Harvard Medical School is seeking a ServiceNow System Administrator to lead complex application development and IT service management improvements. The role delivers end-to-end lifecycle support, from design to deployment, with strong collaboration across IT and stakeholder teams.

The successful candidate will administer the ServiceNow environment, implement workflows, and help ensure high-quality, scalable solutions for students, faculty, staff, and researchers.

Qualifications

• Experience with ServiceNow administration, configuration, development, or implementation.
• Proficiency in JavaScript, HTML, or XML.
• Demonstrated ability to design and deliver complex technical solutions within enterprise platforms.

Responsibilities

• Participate fully in the ServiceNow software development lifecycle, including design, development, testing, deployment, and support.
• Implement and support technical solutions to deliver business requirements, with a focus on ServiceNow-based applications and workflows.
• Administer the ServiceNow platform, including patching, upgrades, instance management, and MID server monitoring and maintenance.
• Configure and maintain core ServiceNow modules (Incidents, Problems, Changes, Knowledge, Service Catalog, CMDB, etc.).
• Plan, design, build, test, and deploy configuration changes such as forms, workflows, and integrations.
• Develop and maintain scripts, workflows, and automation using ServiceNow scripting and orchestration tools.
• Build and evolve reports, dashboards, and performance metrics to support operations.

Skills

ServiceNow administration

JavaScript

HTML/XML

Analytical thinking

Communication

Team collaboration

Education

Two years’ post-secondary education or relevant work experience

Job description

Company Description

By working at Harvard University, you join a vibrant community that advances Harvard's world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.

Why join Harvard Medical School?

Harvard Medical School's mission is to nurture a diverse, inclusive community dedicated to alleviating suffering and improving health and well-being for all through excellence in teaching and learning, discovery and scholarship, and service and leadership.

You’ll be at the heart of biomedical discovery, education, and innovation, working alongside world-renowned faculty and a community dedicated to improving human health. This is more than a job - it’s an opportunity to shape the future of medicine.

Job Description

The ServiceNow System Administrator will independently perform complex application and web development for projects of large to very large size and complexity and typically works as part of a team to implement business solutions. This position is responsible for all aspects of the application development lifecycle, including design, development, configuration, testing, deployment, and ongoing support. The System Administrator serves as a ServiceNow platform expert, administering and enhancing the ServiceNow environment to deliver automated, scalable IT service management solutions. This role collaborates with IT Service Management teams and stakeholders to understand business needs and translates them into technical solutions that improve service delivery for students, faculty, staff, and researchers. Ensures overall design consistency, system reliability, and high-quality delivery across build, release, and deployment processes.

Core Duties

• Participate fully in the ServiceNow software development lifecycle, including design, development, testing, deployment, and support
• Implement and support technical solutions to deliver business requirements, with a focus on ServiceNow-based applications and workflows
• Administer the ServiceNow platform, including patching, upgrades, instance management, and MID server monitoring and maintenance
• Configure and maintain core ServiceNow modules, including Incident, Problem, Change, Knowledge, Request, Configuration Management (CMDB), Service Catalog, Service Portal, and project/portfolio management capabilities
• Plan, design, build, test, and deploy configuration changes such as forms, workflows, notifications, UI actions, and integrations
• Develop and maintain scripts, workflows, and automation using ServiceNow scripting and orchestration tools
• Build and evolve reports, dashboards, and performance metrics to support operational visibility and decision-making
• Identify and evaluate opportunities to improve services, automate processes, and enhance user experience
• Establish and maintain configuration standards and coding best practices to ensure system quality and compatibility with future upgrades
• Partner with internal technical staff and external developers on complex efforts, including integrations, authentication methods, and platform enhancements
• Contribute ideas to coding best practices, emerging technologies, and platform optimization
• Act as a technical liaison to internal and external clients, leveraging strong communication and relationship management skills
• Abide by and follow Harvard University IT technical standards, policies, and Code of Conduct

Qualifications

Basic Qualifications

• Minimum of two years’ post-secondary education or relevant work experience

Additional Qualifications and Skills

• Experience with ServiceNow administration, configuration, development, or implementation
• Proficiency in JavaScript, HTML, or XML
• Knowledge of information technology applications, processes, software, and equipment
• Demonstrated ability to design and deliver complex technical solutions within enterprise platforms
• Strong analytical, problem-solving, and creative thinking skills
• Demonstrated team performance skills, service mindset approach, and ability to act as a trusted advisor
• Ability to build positive relationships and collaborate effectively with diverse stakeholders
• Strong oral and written communication skills
• Effective prioritization and time management skills
• High attention to detail and commitment to quality
• Curiosity, continuous learning mindset, and dedication to organizational mission

Certificates and Licenses

• ServiceNow certifications (e.g., System Administrator) preferred
• Completion of Harvard IT Academy specified foundational courses (or external equivalent) preferred

Additional Information

• Term: This is a two-year term position from the date of hire, with the possibility of extension, contingent upon work performance and continued funding to support the position.
• Standard Hours/Schedule: 35 hours per week
• Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position
• Pre-Employment Screening: Identity
• Staying Informed About Your Application: Due to the high volume of applications, we may not always be able to reach out right away, but you can track your status anytime through the Careers@Harvard portal.

Work Format Details

This position has been determined by school or unit leaders that some of the duties and responsibilities can be effectively performed at a non-Harvard location. The work schedule and location will be set by the department at its discretion and based upon operational needs. When not working at a Harvard or Harvard-designated location, employees in hybrid positions must work in a Harvard registered state in compliance with the University’s Policy on Employment Outside of Massachusetts. Additional details will be discussed during the interview process. Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Salary Grade and Ranges

This position is salary grade level 057. Please visit Harvard's Salary Ranges to view the corresponding salary range and related information.

Benefits

• Generous paid time off including parental leave
• Medical, dental, and vision health insurance coverage starting on day one
• Retirement plans with university contributions
• Wellbeing and mental health resources
• Support for families and caregivers
• Professional development opportunities including tuition assistance and reimbursement
• Commuter benefits, discounts and campus perks

Learn more about these and additional benefits on our Benefits & Wellbeing Page.

EEO/Non-Discrimination Commitment Statement

Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard's academic purposes.

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university's non-discrimination policy. Harvard's equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.