ServiceNow System Administrator

Full-time

Work Format:
Hybrid

Harvard Job Function:
Information Technology

Union: 00 - Non Union, Exempt or Temporary

Salary Grade: 057

Department:
Information Technology - Client Services

FLSA Status:
Exempt

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

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

• 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

• 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

This position has been determined by school or unit leaders that some of the duties and responsibilities can be effectively…