ServiceNow Developer/Administrator - Remote
Founded in 1898, Northeastern is a global research university and
the recognized leader in experience-driven lifelong learning. Our
world-renowned experiential approach empowers our students,
faculty, alumni, and partners to create impact far beyond the
confines of discipline, degree, and campus.
Our locations—in Boston; Charlotte, North Carolina; London;
Portland, Maine; San Francisco; Seattle; Silicon Valley; Toronto;
Vancouver; and the Massachusetts communities of Burlington and
Nahant—are nodes in our growing global university system. Through
this network, we expand opportunities for flexible,
student-centered learning and collaborative, solutions-focused
Northeastern's comprehensive array of undergraduate and graduate
programs— in a variety of on-campus and online formats—lead to
degrees through the doctorate in nine colleges and schools. Among
these, we offer more than 195 multi-discipline majors and degrees
designed to prepare students for purposeful lives and
About the Opportunity:
Northeastern Strategic Enrollment Initiatives (SEI) is seeking a
ServiceNow Developer/Administrator. This role will report through
Enrollment Management, while being embedded with the Service
Management & IT Operations team within the Information
Technology Services division. This role is specifically tasks with
handling maintenance, management and new development for the CSM
application on the ServiceNow platform, which is currently used by
the three major customer-facing offices in Enrollment Management,
with plans for future expansion. You will be responsible for core
system configuration, gathering and documenting requirements with
customers, development on the ServiceNow platform, and leading
development efforts. You'll play an integral role in success of the
critical system enabling customer service transformation and
management of increased service volume at Northeastern.
- Perform ServiceNow implementation tasks including but not
limited to configuration, integration, orchestration, and custom
- Communicate ServiceNow process, operations, and capability
information to all levels of management effectively.
- Perform and/or manage the installation and testing of
vendor-provided updates and new releases
- Work with users to identify and refine business requirements
- Work with ServiceNow architects to design and lead ServiceNow
integrations and orchestration activities, partnering with business
partners and technical teams for implementation.
- Identify and define business solutions for users that are
aligned with best practices on the ServiceNow platform (i.e.
limiting custom code, demonstrating good development practice, and
adhering to licensing requirements).
- Developing clear and concise technical documentation
- Performing day to day administration of the ServiceNow
platform, including making approved changes to process and
workflows, troubleshooting incidents and fulfilling support
requests, and ensuring the overall health of the ServiceNow
- Minimum 3+ years of direct experience as a ServiceNow Admin or
application owner, configuring core ServiceNow modules including
Customer Service Management, core ITSM (Change, Incident, Request),
Portal, Performance Analytics, and APIs. CSM and API experience is
required for this role.
- A minimum of 1 year of professional level IT experience which
includes demonstrated experience in developing and/or modifying new
and existing applications, including requirement analysis, design,
code, test, debug, implementation and maintenance.
- Demonstrated advanced scripting/reporting capability.
- Demonstrated experience related to databases, programming and
content management frameworks.
- Demonstrated understanding of customer service processes,
operations and procedures.
- Ability to be flexible, adaptable and learn new concepts
- Able to function well in a fast-paced and adaptive
- Experience in producing enterprise level reports, including
compiling data from several different sources.
- Experience with processes involving problem identification,
recovery, escalation and resolution.
o ServiceNow CIS-CSM certification
o AngularJS experience
o Familiarity with OpenFrame CTI integrations, such as Five9,
3CLogic or similar
o Working knowledge of one more of the following systems which are
currently integrated with the CSM application in ServiceNow:
o Banner, PowerFAIDS, Sunapsis, Five9
- Higher education experience is a plus
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
To learn more about Northeastern University's commitment and
support of diversity and inclusion, please see
To apply, visit https://careers.pageuppeople.com/879/cw/en-us/job/507500