ServiceNow Platform Leader - Boston

Assume technical ownership of the Service Now platform for Mintz. Lead the design and delivery of high quality Service Now solutions supporting a diverse range of business units, departments, and practice areas across the firm, while ensuring confidentiality, ethical walls, auditability, and operational reliability. This role focuses on maximizing the value of the firm’s Service Now subscription, partnering with Service Now vendors and implementation partners, and delivering solutions aligned with business requirements.

Own platform architecture and contribute to an ecosystem that enables scalable solution delivery in accordance with Service Now SDLC and technical best practices. This role manages delivery across internal stakeholders and external implementation partners. The Platform Leader owns solution architecture, technical standards, and acceptance criteria, and oversees build and deployment activities to ensure business outcomes and compliance.

• Own overall Service Now platform health, configuration strategy, and architectural integrity across production and non‑production environments.
• Define and maintain platform governance standards, including instance strategy, environment management, update set and source control practices, and promotion procedures.
• Partner with Platform Owners and Service Now Administrators to manage system properties, plugins, entitlements, and feature enablement.
• Oversee application lifecycle management, including backlog prioritization, technical debt remediation, and decommissioning of unused or redundant functionality.
• Establish guardrails for customization versus configuration, ensuring long‑term platform sustainability and upgrade readiness.
• Support platform roadmap planning by evaluating new Service Now capabilities, releases, and licensing entitlements in alignment with firm strategy.

• Lead end‑to‑end Service Now solution delivery by defining technical approach, guiding internal resources and vendors/implementation partners, and ensuring high‑quality execution aligned to Mintz standards.
• Provide architecture, design reviews, and implementation oversight; complete hands‑on configuration/scripting when needed for complex work, prototyping, or troubleshooting.
• Lead the design and implementation of Service Now scoped applications, workflows, automations, business rules, and scripts aligned with business requirements.
• Provide technical direction and review/oversight for Client Scripts, UI Policies, UI Actions, and related platform components; develop these components as needed.
• Define and enforce standards for secure, reusable Service Now components with robust ACLs and data separation aligned to ethical walls and matter confidentiality; partner with internal teams and vendors to deliver compliant implementations.
• Lead configuration and extension of the Service Now self‑service portal and Next Experience capabilities.

• Lead development and maintenance of REST and SOAP integrations with SaaS and on premise systems, including document management systems (e.g., iManage), financial systems (e.g., 3E), identity platforms (Entra ), and security tools, partnering with internal teams and vendors/implementation partners to deliver reliable integrations.
• Establish and enforce robust error handling and secure logging practices, ensuring no confidential client data is stored in logs.

• Establish and enforce Service Now coding and configuration standards aligned with Service Now guidelines and Mintz requirements.
• Conduct ongoing quality reviews and performance tuning, and establish and maintain automated testing practices using Automated Test Framework (ATF).
• Collaborate with IT and Information Security leadership to produce technical design documentation, including design specifications, sequence diagrams, and data models.
• Ensure documentation and technical notes are maintained and current.

• Enforce access controls, Role Based Access Controls (RBAC), and least‑privilege design principles across all Service Now solutions.
• Lead the design of workflows and data…