ServiceNow System Administrator​/Development Lead

State Street is seeking a hands-on Service Now System Administrator / Development Lead to own the stability, release cadence, and lifecycle of our Service Now instances. This role oversees the platform’s promotion rotation. The role also owns instance clones, upgrades, and maintenance, and leads a distributed team of administrators and developers.

Key Responsibilities

Promotion Rotation Oversight

• Own the promotion rotation: pool membership and order, balanced load and alignment with the platform calendar.

• Approve like-for-like swaps and backfill gaps from PTO, holidays, or attrition.

• Set and maintain the promotion runbook, go/no-go criteria, and pre-check standards.

• Review the outcome of every window: failed or backed-out deployments, collisions, and defects; drive root cause and runbook updates.

Release Tooling & Automation

• Lead the transition from manual preview/commit to Service Now Release Ops – scheduled Releases, Deployment Requests, Runbook Tasks, and ATF / Instance Scan / Change approval gates.

• Evaluate On-Call Scheduling to manage the rotation roster and Change blackout/maintenance schedules for freezes and no-promotion weeks.

• Enforce the promotion path with approved Change, test evidence, and peer review.

Clones

• Own the clone calendar; schedule, execute, and verify clones of non-production instances.

• Maintain clone profiles, exclusions, and data preservers, and perform post-clone cleanup.

• Ensure non-production data handling meets State Street data-protection requirements.

Upgrades & Patching

• Plan and lead Service Now family upgrades and patches.

• Run skipped-record review and remediation; coordinate ATF regression testing.

• Track upgrade notices, KB advisories, and plugin/Store app updates.

Platform Maintenance & Administration

• Monitor instance health and performance; remediate errors, slow transactions, and failing scheduled jobs.

• Manage users, groups, roles, ACLs, system properties, plugins, and MID Servers to least-privilege standards.

• Resolve platform incidents and own Service Now support cases through closure.

Development Leadership

• Lead and mentor administrators and developers, including the global development team; review code and configuration for quality, performance, and up gradability.

• Define and enforce development standards: scoped apps, update set practices, ATF coverage, documentation.

• Partner with the Platform Architect and Product Owners to estimate and plan releases.

Qualifications

Education & Experience

• Bachelor’s degree in computer science, information technology, or a related field, or equivalent experience.

• 5+ years of Service Now administration and development, including 2+ years leading admins/developers or owning a release process.

• Experience running and coordinating releases, clones, and family upgrades on a large enterprise instance, preferably in financial services.

• Experience managing on-call or release rotations across multiple time zones.

Technical Skills

• Advanced Service Now administration: update sets, application repository, clone management, upgrade/skipped-record handling, instance performance.

• JavaScript (server and client), Glide APIs, Business Rules, Script Includes, Flow Designer, Integration Hub, REST/SOAP.

• Release Ops or Service Now Dev Ops, ATF, Instance Scan, source control, and ITIL Change and Release Management.

Certifications

• Required:
  
  Service Now Certified System Administrator (CSA).

• Preferred:
  Certified Application Developer (CAD);
  Certified Implementation Specialist (any); ITIL Foundation.

Working Requirements

• Based in the USA or Canada, with working hours aligned to US Eastern Time.

• Participates in the Lead rotation, including Saturday morning ET on assigned weeks (compensatory time per local policy), plus backup coverage and occasional after-hours upgrade support.

So…