ServiceNow Platform Administrator & Release Manager

Job Summary

The Manager of Information Technology Architecture is responsible for overseeing the design and implementation of the institution''''s technology architecture, ensuring alignment with strategic goals and best practices. This role involves leading a team of architects and engineers to develop scalable, secure, and efficient technology solutions that support academic and administrative functions. Additionally, the manager collaborates with stakeholders to assess current systems, identify gaps, and recommend innovative architectural enhancements to foster a robust digital environment.

Job Summary

Description:

The Service Now Platform Administrator & Release Manager is responsible for the stability, security, and operational health of the Service Now platform while also owning the governance and execution of the Service Now release lifecycle. This role ensures that configuration, development, integrations, and updates are deployed in a controlled, predictable, and auditable manner that supports business outcomes and minimizes operational risk.

This position serves as a key control point between platform operations, development teams, process owners, and stakeholders, balancing agility with platform integrity. The position will also directly manage the CMDB Technical Lead but is not responsible for Configuration Management Processes.

Responsibilities

Job Duty 1 -
Evaluate emerging technologies and industry trends to recommend improvements and advancements that can enhance the institution''''s technological capabilities.


Job Duty 2 -
Monitor and assess the performance of technology systems to identify areas for optimization and to inform future architectural decisions.


Job Duty 3 -
Prepare and present reports on architecture initiatives, project progress, and strategic recommendations to senior leadership and relevant stakeholders.


Job Duty 4 -
Lead the design and development of the institution''''s technology architecture to ensure it aligns with strategic goals and supports operational efficiency.


Job Duty 5 -
Establish best practices and standards for technology architecture to ensure scalability, security, and interoperability across all systems.


Job Duty 6 -
Develop and maintain comprehensive documentation of the technology architecture, including diagrams, specifications, and standards for reference and compliance.


Job Duty 7 -
Oversee the integration of new systems and applications into the existing architecture, ensuring minimal disruption to services and data integrity.


Job Duty 8 -
Manage a team of architects and engineers, providing guidance and fostering collaboration to develop innovative technology solutions.

Job Duty 9 -
Collaborate with academic and administrative departments to gather requirements and assess existing systems for architectural enhancements.

Job Duty 10 -
Perform other duties as assigned.

Required Qualifications

Educational Requirements
Bachelor''''s degree in related discipline or equivalent, related experience.

Other Required Qualifications
Overnight travel requrchitected for project delivery; flexibility in on-site daily service delivery hours (due to client shift schedules, project requrchitectements).

Required Experience
5+ years of relevant experience; 3+ years of supervisory knowledge.

Preferred Qualifications

Preferred Educational Qualifications
Master''''s degree in related discipline or equivalent, related experience.

Preferred Qualifications

Preferred Skills
- Experience supporting large or complex Service Now ecosystems with multiple development teams.
- Experience supporting multiple MID Servers in a complex Service Now environment.
- Familiarity with agile delivery models and CI/CD concepts as applied to Service Now.
- Experience leading upgrade planning and execution for major Service Now releases.
- Knowledge of security, compliance, and audit considerations in enterprise platforms.
- Experience working with citizen development programs or multiple scoped applications.

Preferred Qualifications
- Service Now Certified System Administrator (CSA); advanced certifications a plus.
- Service Now CIS-ITSM