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University of Rochester ServiceNow Platform & Product Owner - 225670 in Rochester, New York

ServiceNow Platform & Product Owner

Job ID



Health Sciences

Full/Part Time


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Full Time 40 hours Grade 056 ISD Chief Technical Office


8 AM-5 PM



The ServiceNow Platform & Product Owner is responsible for providing leadership, knowledge and oversight to the ServiceNow team, ensuring team alignment to best practices and business strategy and can lead the ServiceNow team in planning, management and delivery of new functionality and releases. This role will be responsible for continuously improving the platform, as well as collaborating with IT leadership and Business stakeholders to maximizing the capabilities across the organization.

This role will help direct the usage of the ServiceNow platform to strengthen the value proposition over time by coming up with and prioritizing the right features, enhancements, upgrades or extensions of the product and owning the development process and roadmap. You’ll translate ideas into strategy and features and follow systems development methodologies to deliver an exceptional product. This role requires a combination of a strong technology background and business acumen to manage relationships between the clinical and operational business and IT in day-to-day operations and delivery of IT services through the ServiceNow platform.

This role must possess a broad, functional knowledge of the ServiceNow platform and its available suites and platform functionality. The primary focus will be on ITSM, ITBM, and ITAM/CMDB, but includes platform functionality such as Integration Hub, Performance Analytics, Predictive Intelligence, etc., with future potential growth into other suites, e.g. GRC/Sec Ops, and platform functionality, e.g. Orchestration and App Engine.


Our leaders are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:

Managerial & Leadership:

  • Oversee the management and administration of the ServiceNow service management platform and act as a subject matter expert in ServiceNow

  • Oversee ServiceNow team members, providing direction, mentorship and prioritization.

  • Ensure compliance across the team with department, Medical Center and University policies and procedures.

  • Demonstrate knowledge of approaches, tools, and techniques for gaining the cooperation and support of others.

  • Creates an environment that encourages information sharing, team-based resolutions, cross-training, and process improvement.

  • Conducts operational process reviews and implements basic internal control requirements.

  • Act as project manager/scrum master. Manage and prioritize the demand backlog for ServiceNow development, enhancement, and platform initiatives based on business needs and requirements

  • Ensure product and feature releases are launched correctly and on schedule.

  • Effectively document and communicate platform releases to IT members and management.

  • Promote Service Management and ServiceNow best practices, balancing ‘out of the box’ configuration verses customization where appropriate.

Technical Responsibilities

  • Possess a broad, functional knowledge of the ServiceNow platform and its available suites and platform functionality.

  • Maintain knowledge and understanding of IT methodology frameworks such as ITIL, PPM, Agile, DevOps.

  • Maintain an understanding of the technical aspects of ServiceNow such as JavaScript, XML, HTML, AngularJS, CSS, LDAP, MS Active Directory, SSO, SOAP and REST.

  • Utilizes and promotes the use of software delivery life cycle methodologies, specifically SDLC & Agile.

  • As needed, function in the capacity of business analysis, project management, business process evaluation, and organizational change management.

Relationship Management:

  • Utilize approaches, tools, and techniques for gaining the cooperation and support of others.

  • Develop and maintain strong working relationships and strategic partnerships with external and internal key stakeholders/customers across groups and/or business units to maximize effectiveness and influence.

  • Establish yourself as a trusted advisor to clients, while managing their expectations.

  • Consult with the operational owners on the capabilities of the ServiceNow platform, understand business demand for ServiceNow capability.

  • Work closely with internal IT teams and operational owners to ensure proposed solutions meet best practices and business needs.

Platform Strategy and Compliance:

  • Stay up to date with the latest industry knowledge of Service Management and enhancements to ServiceNow functionality, making recommendations on how they can be used to improve business processes.

  • Maintain the current ServiceNow platform and ServiceNow roadmaps to inform on ServiceNow license planning and budget planning.

  • Working with the Continuous Improvement team and ServiceNow support service provider, oversee the development and continuous improvement of the ServiceNow platform.

  • Ensure ServiceNow licenses are current, managed appropriately and organization remains compliant to license obligations.

  • Working with senior management to create product plans and roadmaps.

  • Making creative recommendations to expand product base and vision.


Initiative & Service Excellence

  • Highly self-motivated and directed character with the ability to effectively prioritize and execute tasks while under pressure.

  • Strong organization skills.

  • Driven to exceed client expectations.

  • Natural aptitude for solving problems.

  • Demonstrated work ethic and ability to work effectively with people at all levels.

  • Strong oral and written communication skills, including high-impact client-facing communications.

  • Basic understanding of Data Privacy regulations.

Flexibility and Adaptability:

  • Utilization of approaches, tools and techniques for dealing with changes and adapting to a changing environment including the ability to manage multiple priorities.

  • Ability to work under pressure, meet deadlines and work on multiple initiatives simultaneously.

  • Ability to anticipate and address client concerns and issues.

  • Ability to break complex issues into steps and problem solve.

  • A critical thinker with creative problem-solving skills, as well as the ability to apply theoretical concepts and best practices to solve business problems.

Technical Expertise:

  • 4+ years managing the ServiceNow Platform service and delivery management experience, including implementing and maturing people, processes, and technology associated with these efforts

  • Able to clearly articulate concepts of IT service and delivery processes and practices in an understandable way to people with all levels of knowledge and maturity

  • Knowledge of Agile and Scrum practices

  • Knowledge of ITIL v3 or v4 framework, practices, and methodology

  • Strong computer skills, experience with various software solutions e.g. Microsoft Project, Visio, PowerPoint, Excel and Word.


Bachelor's degree in related discipline such as Computer Science, Business, Mathematics, Statistics, Science or Engineering, and 4-5 years of related experience, preferably 2-3 years in a supervisory capacity; or an equivalent combination of education and experience

Preferred Requirements:

Knowledge of DevOps practicesITILv4 Foundations Certification

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled