ServiceNow Platform Leader – Boston

Job Summary:

Assume technical ownership of the ServiceNow platform for Mintz. Lead the design and delivery of high quality ServiceNow solutions supporting a diverse range of business units, departments, and practice areas across the firm, while ensuring confidentiality, ethical walls, auditability, and operational reliability. This role focuses on maximizing the value of the firm’s ServiceNow subscription, partnering with ServiceNow vendors and implementation partners, and delivering solutions aligned with business requirements. Own platform architecture and contribute to an ecosystem that enables scalable solution delivery in accordance with ServiceNow SDLC and technical best practices. This role manages delivery across internal stakeholders and external implementation partners. The Platform Leader owns solution architecture, technical standards, and acceptance criteria, and oversees build and deployment activities to ensure business outcomes and compliance.

Primary Responsibilities:

Platform Management & Governance
• Own overall ServiceNow platform health, configuration strategy, and architectural integrity across production and non‑production environments.
• Define and maintain platform governance standards, including instance strategy, environment management, update set and source control practices, and promotion procedures.
• Partner with Platform Owners and ServiceNow Administrators to manage system properties, plugins, entitlements, and feature enablement.
• Oversee application lifecycle management, including backlog prioritization, technical debt remediation, and decommissioning of unused or redundant functionality.
• Establish guardrails for customization versus configuration, ensuring long‑term platform sustainability and upgrade readiness.
• Support platform roadmap planning by evaluating new ServiceNow capabilities, releases, and licensing entitlements in alignment with firm strategy.

Solution Delivery
• Lead end-to-end ServiceNow solution delivery by defining technical approach, guiding internal resources and vendors/implementation partners, and ensuring high-quality execution aligned to Mintz standards.
• Provide architecture, design reviews, and implementation oversight; complete hands-on configuration/scripting when needed for complex work, prototyping, or troubleshooting.
• Lead the design and implementation of ServiceNow scoped applications, workflows, automations, business rules, and scripts aligned with business requirements.
• Provide technical direction and review/oversight for Client Scripts, UI Policies, UI Actions, and related platform components; develop these components as needed.
• Define and enforce standards for secure, reusable ServiceNow components with robust ACLs and data separation aligned to ethical walls and matter confidentiality; partner with internal teams and vendors to deliver compliant implementations.
• Lead configuration and extension of the ServiceNow self-service portal and Next Experience capabilities.

Integration & Data
• Lead development and maintenance of REST and SOAP integrations with SaaS and on premise systems, including document management systems (e.g., iManage), financial systems (e.g., 3E), identity platforms (Entra ID), and security tools, partnering with internal teams and vendors/implementation partners to deliver reliable integrations.
• Establish and enforce robust error handling and secure logging practices, ensuring no confidential client data is stored in logs.

Quality & Standards
• Establish and enforce ServiceNow coding and configuration standards aligned with ServiceNow guidelines and Mintz requirements.
• Conduct ongoing quality reviews and performance tuning, and establish and maintain automated testing practices using Automated Test Framework (ATF).
• Collaborate with IT and Information Security leadership to produce technical design documentation, including design specifications, sequence diagrams, and data models.
• Ensure documentation and technical notes are maintained and current.

Security & Compliance
• Enforce access controls, Role Based Access Controls(RBAC), and least‑privilege design principles across all ServiceNow solutions.
• Lead the design of workflows and data models that support audit readiness, information governance, retention requirements, and eDiscovery holds.

Collaboration & Leadership
• Partner with IT Project Managers, ServiceNow Administrators, System Administrators, Business Analysts, QA resources, Platform Owners, and Information Security teams to deliver end‑to‑end solutions.
• Manage ServiceNow vendor and implementation partner engagement, including scoping, planning, technical guidance, delivery oversight, and acceptance of deliverables.
• Mentor and guide ServiceNow developers and administrators.
• Deliver instructional demonstrations of new ServiceNow capabilities as they become available.
• Champion platform best practices and an out‑of‑the‑box‑first approach where appropriate.

Upgrades and Patching
• Monitor ServiceNow family releases, patches, and hot fixes.
• Plan and coordinate ServiceNow family upgrades and patching activities.
• Partner with business and IT stakeholders to test and validate solutions ahead of upgrades and hot fixes.

This role requires 60% in office presence; remote work is permissible 40% of the time.

Qualifications:
• 5–8+ years of ServiceNow development experience, including 2+ years in a technical lead role.
• Ability to think strategically and drive technical innovation.
• Excellent verbal and written communication skills, with the ability to positively influence others.
• Ability to operate in a fast‑paced, service‑oriented environment while prioritizing multiple initiatives.
• Strong planning, project management, presentation, and organizational skills.
• Strong sense of urgency with a high‑energy and results‑driven mindset.
• Ability to analyze, work with, and present data effectively.
• Ability to collaborate with and earn the trust and confidence of attorneys and professional staff.
• Hands‑on, tactical approach to problem solving with a creative and proactive mindset.
• Demonstrated ability to learn and apply new concepts quickly.
• Strong analytical skills, attention to detail, and resourcefulness.
• Ability to work independently and collaboratively while fostering positive working relationships.
• Outstanding commitment to customer service.
• Deep personal commitment to integrity, sound judgment, and the highest ethical standards.
• Ability to exercise diplomacy, tact, and discretion when handling highly confidential information.

Technical Qualifications:
• Strong experience with JavaScript (server‑side and client‑side), Glide API, Flow Designer, Service Catalog, Record Producers, and Automated Test Framework (ATF).
• Proven experience with secure platform design, ACLs, and performance tuning at scale.
• Hands‑on experience with integrations, including REST/SOAP APIs, OAuth/OIDC, MID Server, and IntegrationHub.
• Experience working in regulated and confidentiality‑intensive environment (e.g., legal, finance, healthcare).
• Experience incorporating AI tools into development workflows and general day-to-day workflows.

Preferred:
• ServiceNow certifications (CSA, CAD; CIS‑ITSM, CIS‑HRSD, or CIS‑Discovery preferred).
• Experience integrating with enterprise systems, including legal-specific systems such as DMS (iManage), finance platforms (3E), eSignature solutions (DocuSign), Power Platform, Power BI, Copilot, Azure, and Entra ID.
• Experience with CI/CD pipelines, source control (Git), automated testing, and observability.
• Knowledge of cloud computing platforms such as AWS, Azure, or Google Cloud.
• Experience with scripting and programming languages such as Python, HTML, XML, Java, R, or VBScript.
• Familiarity with data visualization tools (e.g., Power BI) and visualization techniques.
• Strong understanding of Microsoft 365, SharePoint Online, and Office applications.
• Strong understanding of network and server administration concepts.

This job description is a general description of the types of responsibilities required of an individual in this role. It is not intended to be an exhaustive list of all responsibilities, duties, or skills.

Physical Demands:

This position requires sitting or standing for extended periods and continuous operation of standard office equipment, including computers, keyboards, and phones. The role also requires sufficient mobility to access office equipment such as photocopiers, scanners, and fax machines, and may involve regular bending, reaching, lifting, stooping, and occasional pushing or pulling of items weighing up to 25 pounds.

The salary range for this position in Boston is: $125,000-$150,000

This position is bonus eligible. Mintz provides a comprehensive benefits package.

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