Enterprise Product Lead- ServiceNow

About the Role

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

The position requires a strong technical background in the ServiceNow platform, project/program management, and the ability to collaborate with cross-functional teams to align ServiceNow capabilities with business needs, manage vendor relationships, and lead support teams. The ideal candidate will help the organization keep up with the latest trends in the ServiceNow market, including portal experiences, AI-powered virtual agents, chat capabilities, and workflow automation and orchestration.

This role is critical to ensuring business technology solutions align with university strategy, enhance operational efficiencies, and provide a 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 the ServiceNow environment.

Occasional availability outside of traditional working hours is required to address urgent business needs, including security incidents, software deployments, system breaks, or other critical operational requirements. The ideal candidate must be proactive, adaptable, and ensure minimal disruption to business operations.

This role is hybrid, requiring in-office presence a minimum of three days a week to facilitate collaboration, teamwork, and engagement with staff and students. Flexibility in performing duties outside of primary responsibilities is essential to support evolving business needs.

Responsibilities

• Strategic Leadership: Develop and implement a comprehensive strategy for the ServiceNow platform that supports business goals. Collaborate with the software engineering team to carry out buy-build-customize analyses and develop plans to operationalize results. Own, maintain, and promote awareness of the platform strategic roadmap.
• Digital Transformation: Identify opportunities for innovation and improvement while overseeing ongoing implementation of multiple, overlapping platform initiatives across ITSM, CSM, HAM/SAM, SPM, and IRM.
• Team Leadership: Lead, mentor, and develop a high-performance team of IT professionals supporting the ServiceNow platform. Foster a culture of innovation, excellence, and continuous improvement.
• Business Engagement: Develop productive relationships with business leaders to influence how the platform can enable new sources of value. Conduct regular stakeholder satisfaction surveys, publish results, and implement action plans to improve satisfaction.
• Portfolio Management: Oversee the ServiceNow portfolio across ITSM, CSM, HAM/SAM, SPM, and IRM to ensure it meets current and future business requirements. Evaluate and prioritize initiatives based on strategic alignment, ROI, and risk. Perform ongoing buy-build-customization analyses for portals, AI chat, virtual agents, and automation/orchestration.
• Operational Excellence: Safeguard the reliability, availability, and performance of the ServiceNow platform, including portals, AI chat, virtual agents, and automation workflows. Implement best practices for application lifecycle management, including development, deployment, maintenance, and support. Manage master data across the platform.
• Vendor Management: Establish and maintain strong relationships with ServiceNow and key implementation partners. Develop a nuanced understanding of the vendor’s roadmap and how it supports business objectives. Collaborate with IT sourcing teams to strengthen negotiation positions with software and service vendors.
• Risk Management and Compliance: Work with internal governance teams to ensure the ServiceNow platform, including IRM capabilities, complies with relevant laws, regulations, and industry standards. Oversee risk management processes to identify, assess, and mitigate risks.
• Budget Management: Develop and manage the budget for the ServiceNow platform, ensuring optimal allocation of resources and cost-effectiveness.

Requirements

• 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 large-scale IT projects.
• Extensive experience with the ServiceNow platform, preferably in an environment that deployed 3+ modules such as ITSM, CSM, HAM/SAM, SPM, or IRM.
• Demonstrated experience with ServiceNow portals, AI chat or virtual agent capabilities, and workflow automation and orchestration.
• Demonstrated success in vendor and stakeholder management.
• Experience in higher education or healthcare concepts such as service management, asset management, or risk and compliance is a plus.
• At least one of the following certifications required: ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist in ITSM, CSM, HAM/SAM, SPM, or Risk and Compliance (IRM).

Skills

• Technical Expertise: In-depth knowledge of the ServiceNow platform, cloud computing, and platform architecture. Ability to translate business goals into technology solutions.
• Communication and Collaboration: Exceptional communication and interpersonal skills. Ability to collaborate with executives, stakeholders, and teams across the organization to achieve common goals. Experience partnering with higher education or student/employee service delivery functions is desired.
• Project Management: Strong project management skills, including experience with agile methodologies and change management.
• Analytical Skills: Excellent analytical and problem-solving abilities; proficiency in data analysis and performance metrics.

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

Schedule

This role is hybrid, requiring in-office presence a minimum of three days a week.