Enterprise Product Lead- ServiceNow

Service Now Product Lead will own our organization's Service Now strategy design and execution, ensuring it effectively supports business processes and objectives across ITSM, CSM, HAM/SAM and SPM, with a growing footprint in IRM. The role involves the execution of strategic planning, leading implementation initiatives and continuous improvement of Service Now solutions to optimize data integrity, operational efficiency and business outcome delivery.

The position requires a strong technical background in the Service Now platform, project/program management, and an ability to collaborate with cross‑functional teams to align Service Now capabilities with business needs, manage vendor relationships and lead support teams that will help the organization achieve and maintain a stable and responsive platform. It is expected that this leader will help our organization keep up with the latest trends in the Service Now market, including (but not limited to) portal experiences, AI powered virtual agent and chat capabilities, and workflow automation and orchestration.

The Service Now‑focused Product Lead will need to help manage costs and prioritize initiatives with business stakeholders, driving measurable value from the early to the late stages of such initiatives. This role is critical to ensuring that our business technology solutions align with our university strategy, enhance operational efficiencies and provide competitive advantage. As a key member of the senior IT management team, the Product Lead will collaborate closely with other leaders in IT and business units to spearhead digital transformation initiatives, optimize platform value, and ensure the security and compliance of our Service Now environment.

This role requires occasional availability outside of traditional working hours to address urgent business needs as they arise, including, but not limited to, responding to security incidents, supporting software deployments, resolving software issues or system breaks, and addressing other critical operational requirements. The ideal candidate must be proactive and adaptable, ensuring minimal disruption to business operations by promptly addressing any issues, regardless of time or day.

Flexibility and a strong sense of urgency are essential for success in this position.

This role is hybrid and in the office a minimum of three days a week to facilitate collaboration and teamwork. In‑office presence is an essential part of our on‑campus culture and allows for engaging directly with staff and students, sharing ideas, and contributing to a dynamic work environment. Being on‑site allows for stronger connections, more effective problem‑solving, and enhanced team synergy, all of which are key to achieving our collective goals and driving success.

This role requires flexibility in performing duties outside of the primary responsibilities to support evolving business needs. The ideal candidate must be adaptable and willing to take on additional tasks or projects as required, ensuring smooth operations across the organization. This may include stepping in to assist with cross‑functional teams, handling unexpected challenges, or contributing to initiatives that support business growth and success.

A proactive mindset and the ability to pivot quickly are essential for thriving in this dynamic environment.

Applicants must be authorized to work in the United States. The University is unable to work sponsor for this role, now or in the future.

• Minimum of 10 years’ experience in IT, with at least five years in a leadership role managing enterprise applications.
• Proven track record of leading digital transformation initiatives and implementing…