OverviewSRI’s Enterprise Applications team drives the strategy, architecture, implementation, and support of the Institute’s core business applications. As part of our broader AI initiatives, we are seeking a ServiceNow Platform Owner to lead the platform’s implementation and adoption, transform our internal service offerings, and help build our Core Enterprise from the ground up in close partnership with leaders across Contracts, Facilities, HR, and Procurement.
Responsibilities
- Own the ServiceNow platform strategy, roadmap, architecture, governance, and ongoing evolution.
- Partner with business and IT stakeholders to gather requirements, define priorities, and translate business needs into scalable ServiceNow solutions.
- Lead and actively participate in the configuration, implementation, testing, deployment, and support of ServiceNow capabilities.
- Manage ServiceNow projects and enhancements from requirements through delivery, including scope, schedule, dependencies, risks, and stakeholder communication.
- Serve as the primary technical and functional subject matter expert for the platform, providing hands-on troubleshooting and production support.
- Design and maintain workflows, integrations, automation, data models, roles, and platform configurations using ServiceNow best practices.
- Drive adoption and continuous improvement of ITSM and other enterprise service management capabilities across SRI.
- Establish platform standards and governance to ensure solutions are maintainable, secure, scalable, and aligned with enterprise architecture.
- Manage ServiceNow releases, upgrades, testing, and platform health.
- Evaluate and implement ServiceNow AI, automation, and emerging capabilities to improve employee experience and service delivery.
- Partner with application owners, infrastructure, security, and support organizations on integrations and cross-platform initiatives.
- Manage vendor relationships, licensing, and external implementation partners as needed.
- Develop documentation, training, and processes that enable effective platform administration and user adoption.
Qualifications
- 5+ years of hands-on ServiceNow experience, with strong knowledge of ITSM/ITOM, Service Catalog, CMDB, Workplace Service Delivery (WSD), and HR Service Delivery (HRSD).
- Demonstrated experience owning and evolving the ServiceNow platform, including roadmap, architecture, standards, governance, lifecycle management, and adoption.
- Strong requirements-gathering and solution-design skills, with the ability to partner effectively with both business and technical stakeholders.
- Proven experience providing hands-on ServiceNow administration, configuration, production support, troubleshooting, and continuous improvement.
- Experience managing ServiceNow projects and enhancements from requirements through implementation, testing, deployment, and ongoing support.
The salary range is: $44.50-$72.11/hr. Salary ranges will vary and are based on several factors, including geographic location, market competitiveness and equity amongst internal employees in similar roles. Positions may also qualify for SRI's Pay for Outstanding Performance program or the annual Performance Based Compensation program. SRI also has a competitive benefits package, to view details please go to https://www.sri.com/resources/benefits/. SRI will accept applications until the position is filled.
