ServiceNow

• Provide direct leadership and oversight to the ServiceNow Platform Operations team, including administrators, and operational support staff.
• Set clear performance expectations, conduct regular coaching and feedback, and support the professional growth of team members.
• Lead career development planning, skill-building programs, and cross-training to strengthen team capability and resilience.
• Conduct annual performance reviews, contribute to goal setting, and partner with leadership on development planning.
• Identify capacity gaps or performance challenges and provide additional support, mentoring, or corrective action where needed.
• Foster a collaborative, inclusive, and accountable team culture aligned with university values and IT service standards.
• Be a primary operational lead for the ServiceNow platform's core functionality, ensuring execution of daily processes.
• Oversee ticket triage, classification, and resolution across the ServiceNow request, incident, and enhancement queues.
• Conduct ongoing SLA monitoring, performance reporting, and ticket aging analysis to maintain service standards.
• Act as escalation point for complex issues and coordinate with internal and external support teams to lead resolution.
• Manage the end-to-end intake process for platform work requests, from initial business engagement through assignment and execution.
• Collaborate with business units and technical teams to translate stakeholder needs into actionable backlog items.
• Ensure prioritization processes are aligned with university goals, capacity constraints, and platform strategy.
• Partner with leadership to track demand trends and surface important insights to inform resource planning.
• Lead daily SCRUMs and sprint planning meetings, facilitating Agile best practices across the platform operations team.
• Maintain visibility into work in progress, identifying blockers and ensuring understanding on deliverables and timelines.
• Coordinate with developers, administrators, and analysts to balance workloads, manage dependencies, and ensure high-quality execution.
• Support backlog grooming and internal prioritization according to team capacity and our priorities.
• Manage operational schedules for cloning, patching, and other platform maintenance cycles, including communication with impacted teams.
• Support user acceptance testing (UAT) for platform upgrades and major releases, including planning, documentation, and issue tracking.
• Ensure communication between platform users, business SMEs, and developers to ensure readiness for upcoming changes.
• Identify opportunities to reduce manual overhead through automation, standardization, and tooling improvements.
• Promote operational consistency by documenting recurring processes, workflows, and standard operating procedures.
• Partner with platform leadership to evaluate current practices, recommend enhancements, and implement best practices that improve reliability and efficiency.
• Be a operational liaison between internal partners and third-party vendors or Managed Service Providers (MSP).
• Monitor and manage vendor performance, coordinate enhancement cycles, and ensure agreement on contract expectations.
• Communicate platform updates, priorities, and issues to team members and leadership in a timely and professional manner.
• Support vendor onboarding, documentation, and knowledge transfer for external resources.
• Other responsibilities as assigned.

ServiceNow Platform Operations Manager

• Manage software asset inventory, entitlements, usage data and compliance activities using ServiceNow SAM
• Configure, maintain, and enhance the ServiceNow SAM platform, including software models, entitlements, and normalization processes
• Implement and validate ServiceNow SAM configuration changes, upgrades/patches, and new features; build and maintain dashboards and automate SAM workflows where possible
• Maintain data integrity across CMDB and asset repositories; validate and reconcile data from discovery tools, contracts, invoices, and vendor portals
• Track software usage vs. entitlements; perform reconciliation and compliance reporting to identify and mitigate license risk
• Support internal and external vendor audits (e.g., Microsoft, Oracle, Adobe); prepare audit evidence and maintain licensing documentation
• Analyze usage and licensing data to identify cost optimization opportunities (e.g., reclamation/re-harvesting, downgrades) and support license utilization improvements
• Support software request, approval, and fulfillment workflows
• Integrate SAM with discovery and endpoint/asset sources (e.g., ServiceNow Discovery, SCCM, Intune; other tools as applicable)
• Work with the internal ServiceNow team, partner with Procurement, Finance, and Security stakeholders to communicate compliance posture, savings opportunities, and risk
• Assist with defining and enforcing SAM governance, standards, and best practices; support continuous improvement of SAM processes and tooling and provide executive-level insights via reporting and dashboards
• Partner with Procurement and Legal on software contracts, renewals, and licensing terms; support vendor negotiations with accurate usage and entitlement insights

ServiceNow Software Asset Management Analyst

• Customization & Configuration: Analyze and configure ServiceNow applications, applying technical expertise to design and implement solutions that enhance platform functionality.
• System Integration: Design, implement, and maintain integrations between ServiceNow and other enterprise systems, using APIs and middleware to facilitate data exchange and ensure compatibility between systems.
• Troubleshooting & Technical Support: Monitor system performance and troubleshoot issues with ServiceNow applications.
• Collaborate with cross-functional teams to resolve technical challenges, ensuring system stability, reliability, and timely resolution of issues.
• Documentation & Process Improvement: Create detailed technical documentation, including design specifications, coding standards, and deployment procedures.
• Work to improve service delivery through automation of routine tasks and streamlining of approval workflows using ServiceNow’s Workflow Editor, Flow Designer, and custom scripting.
• System Testing & Monitoring: Continuously test software performance to ensure functionality aligns with business requirements.
• Monitor and maintain computer systems to ensure they operate effectively and provide ongoing support for system updates and enhancements.

Associate ServiceNow Developer

• analyze high-level system specifications, system requirements, and use cases related to ITSM processes
• convert business and technical requirements into low-level specifications and detailed ServiceNow design solutions
• design, configure, and enhance ServiceNow ITSM applications, primarily in the Incident, Major Incident, Problem, Request, and Knowledge spaces
• understand and identify system dependencies, upstream/downstream integrations, and platform impacts
• provide appropriate documentation for design decisions, configuration, scripting, estimating assumptions, and performance metrics
• define, conduct, and participate in testing activities (unit, system, integration)
• prepare, lead, and participate in technical walkthroughs and solution reviews
• collaborate with ITSM Process Owners and stakeholders to evaluate system flow, data usage, and processes
• act in a consultative capacity, recommending best-practice solutions and offering alternatives when necessary
• ensure development meets standards for programming, design, performance, quality, and security
• identify opportunities for continuous improvement
• support incident analysis and resolution within the engineer’s subject matter expertise
• participate in an on-call rotation, providing after-hours support on nights and weekends as needed
• manage and prioritize a steady workload across initiatives

ServiceNow jobs in Massachusetts

See all jobs on JobTailor

ServiceNow Platform Operations Manager

ServiceNow Software Asset Management Analyst

Associate ServiceNow Developer

ServiceNow ITSM Senior Engineer