Director of IT Systems - ServiceNow Platform in Boston, Massachusetts at NWN

Director of IT Systems - ServiceNow Platform

US-MA-Boston

Job ID: 2026-7352
Type: Regular Full-Time
# of Openings: 1
Category: OPERATIONS
Remote - United States

Responsibilities

This role leads a team responsible for the NWN ServiceNow platform. The team is responsible for ServiceNow platform operations and support, and ongoing enhancements and new capability implementations for business optimization and workflow automation. This is a management role leveraging software development and implementation experience. The ServiceNow platform is used to deliver and manage customer-facing services while also supporting internal service operations across more than 15 teams. While the platform primarily supports internal team users responsible for managing services delivered to customers, it is also leveraged to provide customer users with access to platform capabilities which help them manage their services, view relevant information, and engage with supported service workflows.

• Manage ServiceNow platform operations, platform support, ongoing enhancements, and new capability implementations for business optimization and workflow automation.
• Collaborate with executive stakeholders to define platform strategy, including strategic visioning, roadmap planning, and prioritization.
• Translate platform strategy into actionable delivery plans that align with business goals and platform standards and manage the execution.
• Manage the implementation of new capabilities on ServiceNow, leveraging platform native solutions when feasible and building custom solutions when necessary.
• Manage and enforce platform governance frameworks, including design authority, change control, and development standards.
• Lead the team in following SDLC process using Agile methodology, and implement policies and procedures related to design, analysis, testing, and coding for implementations on the platform.
• Ensure adherence to security compliance, including data governance and role-based access controls
• Own and lead platform performance and service outcomes, defining and monitoring KPIs (e.g., availability, reliability, and service delivery) and driving continuous improvement.
• Build, lead and develop a high-performing team, including performance management and career development.
• Oversee resource planning and capacity management to balance operations with strategic platform initiatives
• Recommend technical and business process improvements
• Create sustainable systems and services through automation

Qualifications

• Bachelor’s degree (or equivalent) in computer science or related discipline
• 10+ years Experience in systems applications; programming and/or managing
• 5 years Experience building solutions using Agile methods
• Experience building enterprise solutions following a SDLC
• 8+ years supervisory experience required
• Experience managing a team of developers
• Ability to translate strategic vision into tactical plans to achieve desired outcomes
• Ability to plan and manage work backlog using Agile methods, including platform operations, platform support, ongoing enhancements, and new capability implementations.
• Ability to lead a team and drive business outcomes
• Ability to elicit requirements (user/stakeholder, business, functional) from business needs presented
• Proactive approach to identifying problems, performance bottlenecks, and areas for improvement
• Ability and desire to skill up on new technology and capabilities
• Excellent written and verbal communication skills
• Experience with ServiceNow and Power BI
• Ability to establish and enforce platform governance, including design authority, change control, development standards, security compliance, and role-based access controls
• Ability to manage team capacity, resource planning, performance expectations, career development, and continuous improvement across operational and strategic platform initiatives

Remote: Job duties are performed from the employee’s home home or another approved remote location. Remote employees are expected to maintain productivity, communication, and availability during agreed-upon working hours, in alignment with company policies.

Requires Travel - Yes

All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.

Equal Opportunity Employer, including disability/protected veterans