ServiceNow

• Design, develop, configure, and deploy custom applications and solutions within the ServiceNow platform.
• Create and configure scoped applications, Service Catalog items, Flow Designer workflows, and other platform-based solutions that support client needs.
• Support the design and development of locally developed applications (LDAs) using ServiceNow development best practices.
• Lead and support integrations between ServiceNow and external systems, ensuring reliable data exchange and platform functionality.
• Support the movement of ServiceNow components, collections, and deployable assets through CI/CD pipelines and across development environments.
• Work closely with ServiceNow architects, developers, analysts, and stakeholders to map business requirements and services to appropriate ServiceNow capabilities.
• Participate in code reviews, proofs of concept, technical discussions, and product demonstrations.
• Perform troubleshooting, coding, scripting, and ServiceNow configuration activities of moderate to high complexity.
• Provide guidance and mentorship to citizen developers and other team members working within the ServiceNow ecosystem.
• Support the administration, deployment, and management of USCIS systems and PaaS, SaaS, and IaaS platforms as required using authorized privileged access.

ServiceNow Developer

• 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

• Provide day-to-day leadership of ServiceNow platform operations
• Oversee configuration, development, integration, and support of ServiceNow modules including but not limited to: IT Service Management (ITSM), IT Operations Management (ITOM), Strategic Portfolio Management (SPM), Configuration Management Database (CMDB), HR Service Delivery (HRSD), Knowledge Management
• Ensure platform design aligns with best practices, scalability standards, and ServiceNow architectural guidelines
• Review and approve development, configuration, and integration work to ensure proper analysis, testing, documentation, and quality assurance standards are met
• Lead CAB participation, reviewing and approving platform-related changes to ensure reliability and compliance with change management processes
• Leverage ServiceNow dashboards, reporting, resource management, and analytics capabilities to monitor performance and drive continuous improvement
• Serve as an escalation point of contact
• Monitor and communicate potential Severity 1 incidents to leadership
• Ensure SLAs, KPIs, and ITIL service metrics are consistently achieved
• Lead a team of ServiceNow Analysts and Developers
• Manage workload distribution, ticket assignments, resource allocation, and project execution to maintain peak team performance
• Remove impediments
• Manage schedules, on-call rotations, time-off approvals, and payroll sign-off (UKG)
• Participate in hiring, onboarding, performance evaluations, and corrective action processes
• Maintain a skills matrix and oversee career ladder progression for team members
• Conduct bi-monthly one-on-ones to support development goals and professional growth
• Define, review, and implement tactical processes to improve ServiceNow service delivery and team efficiency
• Identify skill gaps and coordinate targeted training and certifications
• Enforce ITIL best practices, governance standards, and enterprise policies
• Prepare executive-level reports including service metrics, platform health dashboards, project status updates, and operational summaries
• Champion a customer-first service mindset, ensuring high-quality support and operational excellence

ServiceNow Supervisor

• The ServiceNow Manager manages the daily operation and delivery of the ServiceNow platform and services across the organization, with a strong focus on execution, service quality, and user experience.
• This role ensures the effective use and ongoing support of the ServiceNow platform, manages service delivery processes, and provides direct oversight of incident, request, change, and asset management activities.
• The ServiceNow Manager supervises and develops team members, ensures timely resolution of issues and requests, and creates and maintains processes that align IT services with business needs.
• This role monitors service performance and drives continuous improvement efforts to enhance efficiency and customer satisfaction.

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ServiceNow Developer

ServiceNow Platform Operations Manager

ServiceNow Supervisor

ServiceNow Manager