ServiceNow System Administrator

Harvard University • Boston, MA

10d • Hybrid

About The Position

The ServiceNow 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 ServiceNow platform expert, administering and enhancing the ServiceNow 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.

Requirements

• Minimum of two years’ post-secondary education or relevant work experience
• Experience with ServiceNow 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

Nice To Haves

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

Responsibilities

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

Benefits

• Generous paid time off including parental leave
• Medical, dental, and vision health insurance coverage starting on day one
• Retirement plans with university contributions
• Wellbeing and mental health resources
• Support for families and caregivers
• Professional development opportunities including tuition assistance and reimbursement
• Commuter benefits, discounts and campus perks

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree