ServiceNow System Administrator

Harvard Medical School; Boston (MA); Hybrid; USD 90,000 - 135,000; Full time

Job summary

Harvard Medical School seeks a ServiceNow System Administrator to independently develop and support complex IT service management solutions. You will manage the full lifecycle from design to deployment, collaborating with stakeholders to translate business needs into scalable configurations that serve students, faculty, staff, and researchers.

The role emphasizes platform reliability, enterprise-grade security, and ongoing optimization.

Qualifications

• 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.

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, 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

Skills

ServiceNow admin

JavaScript/HTML/XML

Enterprise IT knowledge

System design & integration

Analytical thinking

Communication skills

Time management

Team collaboration

Attention to detail

Curiosity & continuous learning

Job description

Full-time

Work Format: Hybrid

Harvard Job Function: Information Technology

Union: 00 - Non Union, Exempt or Temporary

Salary Grade: 057

Department: Information Technology - Client Services

FLSA Status: Exempt

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

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.