ServiceNow System Administrator

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