ServiceNow System Administrator

Service Now System Administrator

By working at Harvard University, you join a vibrant community that advances Harvard's world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.

Harvard Medical School's mission is to nurture a diverse, inclusive community dedicated to alleviating suffering and improving health and well-being for all through excellence in teaching and learning, discovery and scholarship, and service and leadership.

You'll be at the heart of biomedical discovery, education, and innovation, working alongside world-renowned faculty and a community dedicated to improving human health. This is more than a job - it's an opportunity to shape the future of medicine.

The Service Now 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 Service Now platform expert, administering and enhancing the Service Now 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.

• Participate fully in the Service Now software development lifecycle, including design, development, testing, deployment, and support
• Implement and support technical solutions to deliver business requirements, with a focus on Service Now-based applications and workflows
• Administer the Service Now platform, including patching, upgrades, instance management, and MID server monitoring and maintenance
• Configure and maintain core Service Now 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 Service Now 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

Basic Qualifications:

• Minimum of two years' post-secondary education or relevant work experience

Additional Qualifications and Skills:

• Experience with Service Now administration, configuration, development, or implementation
• Proficiency in JavaScript, HTML, or XML
• Knowledge of information technology applications, processes, software, and equipment
• Demonstrated ability to design and deliver complex technical solutions within enterprise platforms
• Strong analytical, problem-solving, and creative thinking skills
• Demonstrated team performance skills, service mindset approach, and ability to act as a trusted advisor
• Ability to build positive relationships and collaborate effectively with diverse stakeholders
• Strong oral and written communication skills
• Effective prioritization and time management skills
• High attention to detail and commitment to quality
• Curiosity, continuous learning mindset, and dedication to organizational mission

Certificates and Licenses:

• Service Now certifications (e.g., System Administrator) preferred
• Completion of Harvard IT Academy specified foundational courses (or external equivalent) preferred

• Term: This is a two-year term position from the date of hire, with the possibility of extension, contingent upon work performance and continued funding to support the position.
• Standard Hours/Schedule: 35 hours per week
• Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position
• Pre-Employment Screening: Identity
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