ServiceNow Platform Leader - Boston

Job Summary

About the role

Assume technical ownership of the ServiceNow platform for Mintz. Lead the design and delivery of high quality ServiceNow solutions supporting a diverse range of business units, departments, and practice areas across the firm, while ensuring confidentiality, ethical walls, auditability, and operational reliability.

Responsibilities

• Lead end-to-end ServiceNow solution delivery by defining technical approach, guiding internal resources and vendors/implementation partners, and ensuring high-quality execution aligned to Mintz standards.
• Provide architecture, design reviews, and implementation oversight; complete hands-on configuration/scripting when needed for complex work, prototyping, or troubleshooting.
• Lead the design and implementation of ServiceNow scoped applications, workflows, automations, business rules, and scripts aligned with business requirements.
• Define and enforce standards for secure, reusable ServiceNow components with robust ACLs and data separation aligned to ethical walls and matter confidentiality; partner with internal teams and vendors to deliver compliant implementations.
• Lead configuration and extension of the ServiceNow self-service portal and Next Experience capabilities.
• Lead development and maintenance of REST and SOAP integrations with SaaS and on-premise systems, including document management systems (e.g., iManage), financial systems (e.g., 3E), identity platforms (Entra ID), and security tools, partnering with internal teams and vendors/implementation partners to deliver reliable integrations.
• Establish and enforce robust error handling and secure logging practices, ensuring no confidential client data is stored in logs.
• Establish and enforce ServiceNow coding and configuration standards aligned with ServiceNow guidelines and Mintz requirements.
• Conduct ongoing quality reviews and performance tuning, and establish and maintain automated testing practices using Automated Test Framework (ATF).
• Collaborate with IT and Information Security leadership to produce technical design documentation, including design specifications, sequence diagrams, and data models.
• Ensure documentation and technical notes are maintained and current.
• Enforce access controls, Role Based Access Controls (RBAC), and least-privilege design principles across all ServiceNow solutions.
• Lead the design of workflows and data models that support audit readiness, information governance, retention requirements, and eDiscovery holds.
• Partner with IT Project Managers, ServiceNow Administrators, System Administrators, Business Analysts, QA resources, Platform Owners, and Information Security teams to deliver end-to-end solutions.
• Manage ServiceNow vendor and implementation partner engagement, including scoping, planning, technical guidance, delivery oversight, and acceptance of deliverables.
• Mentor and guide ServiceNow developers and administrators.
• Deliver instructional demonstrations of new ServiceNow capabilities as they become available.
• Champion platform best practices and an out-of-the-box-first approach where appropriate.
• Monitor ServiceNow family releases, patches, and hot fixes.
• Plan and coordinate ServiceNow family upgrades and patching activities.
• Partner with business and IT stakeholders to test and validate solutions ahead of upgrades and hot fixes.

Qualifications

• Education: Bachelor's degree or relevant professional experience required. 5–8+ years of ServiceNow development experience, including 2+ years in a technical lead role.
• Ability to think strategically and drive technical innovation.
• Excellent verbal and written communication skills, with the ability to positively influence others.
• Strong planning, project management, presentation, and organizational skills.
• Strong sense of urgency with a high-energy and results-driven mindset.
• Ability to analyze, work with, and present data effectively.
• Ability to collaborate with and earn the trust and confidence of attorneys and professional staff.
• Hands-on, tactical approach to problem solving with a creative and proactive mindset.
• Demonstrated ability to learn and apply new concepts quickly.
• Strong analytical skills, attention to detail, and resourcefulness.
• Ability to work independently and collaboratively while fostering positive working relationships.
• Outstanding commitment to customer service.
• Deep personal commitment to integrity, sound judgment, and the highest ethical standards.
• Ability to exercise diplomacy, tact, and discretion when handling highly confidential information.
• Strong experience with JavaScript (server-side and client-side), Glide API, Flow Designer, Service Catalog, Record Producers, and Automated Test Framework (ATF).
• Proven experience with secure platform design, ACLs, and performance tuning at scale.
• Hands-on experience with integrations, including REST/SOAP APIs, OAuth/OIDC, MID Server, and IntegrationHub.
• Experience working in regulated and confidentiality-intensive environment (e.g., legal, finance, healthcare).
• Experience incorporating AI tools into development workflows and general day-to-day workflows.
• ServiceNow certifications (CSA, CAD; CIS-ITSM, CIS-HRSD, or CIS-Discovery preferred).
• Experience integrating with enterprise systems, including legal-specific systems such as DMS (iManage), finance platforms (3E), eSignature solutions (DocuSign), Power Platform, Power BI, Copilot, Azure, and Entra ID.
• Experience with CI/CD pipelines, source control (Git), automated testing, and observability.
• Knowledge of cloud computing platforms such as AWS, Azure, or Google Cloud.
• Experience with scripting and programming languages such as Python, HTML, XML, Java, R, or VBScript.
• Familiarity with data visualization tools (e.g., Power BI) and visualization techniques.
• Strong understanding of Microsoft 365, SharePoint Online, and Office applications.
• Strong understanding of network and server administration concepts.