Director - ServiceNow Services/Process



Boston, MA, USA
Posted on Friday, September 1, 2023

Director - ServiceNow Services/Process

Boston, Massachusetts Technology Job ID R14211

This role needs to be a Certified ServiceNow Platform Administrator, who will work closely with other members of the platform team globally to ensure the stability and growth of ServiceNow.  The position will require the ability to multi-task and work independently, as well as work collaboratively with teams, some of which may be geographically distributed. The Platform Lead will bring expertise and provide overall guidance on best practices, improving overall platform health, reviewing current platform architecture and suggesting changes based on best practices to serve all of business and technology groups.


  • Manage, develop, coach, and motivate staff members
  • Oversee the delivery and services for the business and IT partner relationships
  • Financial and resource planning needed to achieve department business objectives
  • Service as a technical resource to provide day to day platform health checks, platform monitoring, and reporting
  • Create roadmaps in alignment to business objective
  • Facilitate architecture reviews
  • Coordinate with platform architect to establish a solid foundation
  • Maintain the stability and usability of the platform across production and non-production environments
  • Drive solid instance health by reviewing and guiding the remediation of configurations that do not align to ServiceNow best practices
  • Lead upgrade planning and execution
  • Responsible for instance security governance and standards
  • Manages instance security: user/group access, administration, access control lists
  • Manage support for incidents
  • Provides configuration assistance to developers
  • Drive the adoption of new features and functionality
  • Lead technical conversations and assist in training and mentoring of more junior staff
  • Effectively partner with organization change readiness team to deliver appropriate business impact and training for end-users
  • Manages vendor relationships to optimize outcomes
  • Member of the management team that develops strategies and vision for the larger organization

Essential Skills:

  • Has knowledge of ServiceNow platform and its many modules / capabilities and is an expert in project management methodologies and Jira
  • Takes a data-focused approach to understanding customer needs, translate strategic objectives into action, and prioritize to improve value delivered
  • Grasp sophisticated product features and break them into clear and concise stories with well-defined business value and acceptance criteria and optimally communicate these
  • Continuous improvement mindset and encourage an agile way of working
  • Committed to developing a balance of technology and non-technology skills to fully appreciate the broad needs of our customers
  • Researching, designing, implementing, evaluating new platform capabilities and managing the ServiceNow platform
  • High degree of emotional intelligence and strong story-telling capabilities with proven ability to manage stakeholders at all levels of an organization from Global C-suite to practitioners, both in written and verbal communication


  • Assist with incoming demand triage and help project teams achieve “good order” in preparation for development activities
  • Assist with creating and providing high-level estimates for project planning
  • Analyze and decompose business requirements to assist with system design activities
  • Consult on and/or document requirements and create use cases
  • Consult on and/or document non-functional requirements for application specific components
  • Translate technical concepts into business terms and vice versa
  • Assist the developers in the overall design as the ECM/CET expert, bridging the gap between the requirements and technology – this may include field mapping between source and system(s) and our target repository
  • Help drive design discussions to ensure they align with the architectural roadmap and can be adhered to within project schedule and budget
  • Assist the developers in the overall design across ECM and other CET systems; identify gaps, problems and dependencies between individual designs and systems
  • Participate in Peer Reviews of designs, code and production readiness
  • Provide input into project test strategies and test scenarios; participate (directly or indirectly) in all phases of project testing
  • Operate independently on multiple project tasks of varying complexity
  • Identify and drive process improvement opportunities

Basic Qualifications

  • 10+ years of relevant leadership experience
  • Bachelor's degree in a related field
  • Experience managing ServiceNow projects and /or project tracks
  • Certified ServiceNow Platform Administrator
  • Strong technical foundation in the ServiceNow platform, either as a platform admin or developer
  • Experience with improvement models like Six Sigma
  • ITILv4 certified
  • Cloud application technology experience
  • Experience with strategic planning, business development, or stakeholder management
  • Ability to work with staff at all levels of the organization
  • Large program experience leading architecture and architecture design
  • Excellent written and verbal communications skills
  • Ability to work within a complex business environment
  • Highly motivated to work on large and complex solutions
  • Proven experience navigating complex matrixed and global organizations
  • Proven experience in driving process optimization and organizational change
  • Proven ability to operate in a constant state of change, adapting style, approach and delivery to drive to business outcomes in a pragmatic manner
  • Proven ability to think innovatively in developing and executing change
  • Excellent facilitation skills and proven ability in promoting collaboration within and across teams
  • Proven ability to promote sharing of best practices and leverage learnings across teams
  • Self-motivated with the ability to work independently toward established goals
  • Ability to multitask, solve problems resourcefully, and work well under pressure

Preferred Qualifications

  • Experience with HR Service Delivery or Integrated Risk Management Module preferred.


Salary Range: $128,000.00-$168,000.00 Apply

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.