Technical Lead, ServiceNow

About the Opportunity

JOB SUMMARY

Northeastern is a dynamic environment operating on a global scale; the Technical Lead for ServiceNow is charged with capitalizing on short-term, emerging opportunities while enabling a long-range vision of critical systems in the Registrar’s Office. The Technical Lead plays a critical role in managing and shaping the service and product vision across various modules within ServiceNow for the Registrar, specifically focusing on Customer Service Management (CSM) and IT Service Management (ITSM). The incumbent’s responsibilities will span the entire product lifecycle, from ideation to delivery and ongoing improvement. Reporting to the Deputy Registrar for Solution Delivery and Strategic Reporting (SDSR), the Technical Lead is responsible for collaborating with stakeholders internal and external to the Office of the Registrar to ensure the office’s use of ServiceNow aligns with the business and functional needs of stakeholders. This position maintains strong relationships with ITS to ensure analysis and development lifecycles are aligned and is responsible for delivering well-crafted features during Program Incriment (PI) Planning. As a member of the SDSR leadership team, the Technical Lead works in close partnership with the Product Manager for SDSR and Senior Associate Registrars to align resources to strategic initiatives and ongoing, operational excellence initiatives.

MINIMUM QUALIFICATIONS

The ideal candidate will have many or all the following attributes and demonstrated abilities:

• Excellent verbal and written communication skills with the ability to present complex ideas in a clear, concise fashion to any audience including senior leadership, engineering, team members and customers.

• Proven experience in application development, support, change management and governance processes.

• Experience across geographically distributed teams with proven ability to collaborate with cross-functional teams and drive consensus among stakeholders.

• 10+ years working in product management or development organizations with at least 4 years in product management.

• Experience with ServiceNow Customer Service Management and ITSM modules. Certification in ITIL highly desirable.

• Product Management using Agile methodologies including SCRUM, SAFe, and Kanban.

• Strong analytical and problem-solving skills, with a keen attention to detail and a focus on delivering results.

• Strong ability to breakdown company-level objectives to clearly show how they are related to the broader unit's tasks and functions. Able to candidly explain organizational goals, priorities, and decisions in a clear and balanced way.

KEY RESPONSIBILITIES & ACCOUNTABILITIES

Product Vision, Strategy, Roadmap 60%

• Manage the product vision across various modules in ServiceNow (CSM and ITSM) in support of the Registrar’s business processes.

• Collaborate and negotiate with customers and stakeholders to define product requirements and prioritize features based on customer needs, market trends, and business objectives.

• Gather, prioritize, and maintain a detailed product roadmap, ensuring alignment with department goals, university-wide technologies, and strategic initiatives

• Prioritize features based on customer needs, market trends, and business objectives.

• Ensure alignment with the Registrar’s business processes.

• Stay current with emerging technologies, industry trends, and regulatory requirements.

• Use this knowledge to inform product strategy and identify opportunities for innovation and differentiation.

Product Lifecycle Management & Operational Excellence 40%

Lead the full product lifecycle:

• Ideation and research

• Prototyping

• Development

• Testing

• Launch

• Training

• Continuous monitoring and improvement

Lead the full product lifecycle:

• Maintain SLDC systems such as Asana with details such as user stories, acceptance criteria and other materials as needed to support technical design, development, and QA activities.

• Execute on product delivery, working closely with in-house IT teams and third-party vendors.

• Ensure alignment with project timelines and milestones.

• Set and manage key performance metrics to define success for the ServiceNow platform.

• Regularly assess and optimize performance based on these metrics.

Position Type

Information Technology

Additional Information

Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.  

Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff.  Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion. 

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other  characteristic protected by applicable law.

To learn more about Northeastern University’s commitment and support of diversity and inclusion, please see www.northeastern.edu/diversity.