[Hiring] ServiceNow System Administrator/Development Lead @State Street

Role Description

State Street is seeking a hands-on ServiceNow System Administrator / Development Lead to own the stability, release cadence, and lifecycle of our ServiceNow instances. This role oversees the platform’s promotion rotation, instance clones, upgrades, maintenance, and leads a distributed team of administrators and developers.

Key Responsibilities

• Promotion Rotation Oversight
  • Own the promotion rotation: pool membership and order, balanced load and alignment with the platform calendar.
  • Approve like-for-like swaps and backfill gaps from PTO, holidays, or attrition.
  • Set and maintain the promotion runbook, go/no-go criteria, and pre-check standards.
  • Review the outcome of every window: failed or backed-out deployments, collisions, and defects; drive root cause and runbook updates.
• Release Tooling & Automation
  • Lead the transition from manual preview/commit to ServiceNow ReleaseOps – scheduled Releases, Deployment Requests, Runbook Tasks, and ATF / Instance Scan / Change approval gates.
  • Evaluate On-Call Scheduling to manage the rotation roster and Change blackout/maintenance schedules for freezes and no-promotion weeks.
  • Enforce the promotion path with approved Change, test evidence, and peer review.
• Clones
  • Own the clone calendar; schedule, execute, and verify clones of non-production instances.
  • Maintain clone profiles, exclusions, and data preservers, and perform post-clone cleanup.
  • Ensure non-production data handling meets State Street data-protection requirements.
• Upgrades & Patching
  • Plan and lead ServiceNow family upgrades and patches.
  • Run skipped-record review and remediation; coordinate ATF regression testing.
  • Track upgrade notices, KB advisories, and plugin/Store app updates.
• Platform Maintenance & Administration
  • Monitor instance health and performance; remediate errors, slow transactions, and failing scheduled jobs.
  • Manage users, groups, roles, ACLs, system properties, plugins, and MID Servers to least-privilege standards.
  • Resolve platform incidents and own ServiceNow support cases through closure.
• Development Leadership
  • Lead and mentor administrators and developers, including the global development team; review code and configuration for quality, performance, and upgradability.
  • Define and enforce development standards: scoped apps, update set practices, ATF coverage, documentation.
  • Partner with the Platform Architect and Product Owners to estimate and plan releases.

Qualifications

• Bachelor’s degree in computer science, information technology, or a related field, or equivalent experience.
• 5+ years of ServiceNow administration and development, including 2+ years leading admins/developers or owning a release process.
• Experience running and coordinating releases, clones, and family upgrades on a large enterprise instance, preferably in financial services.
• Experience managing on-call or release rotations across multiple time zones.

Requirements

• Advanced ServiceNow administration: update sets, application repository, clone management, upgrade/skipped-record handling, instance performance.
• JavaScript (server and client), Glide APIs, Business Rules, Script Includes, Flow Designer, IntegrationHub, REST/SOAP.
• ReleaseOps or ServiceNow DevOps, ATF, Instance Scan, source control, and ITIL Change and Release Management.

Certifications

• Required: ServiceNow Certified System Administrator (CSA).
• Preferred: Certified Application Developer (CAD); Certified Implementation Specialist (any); ITIL Foundation.

Working Requirements

• Based in the USA or Canada, with working hours aligned to US Eastern Time.
• Participates in the Lead rotation, including Saturday morning ET on assigned weeks (compensatory time per local policy), plus backup coverage and occasional after-hours upgrade support.

Soft Skills

• Calm, methodical execution under pressure; disciplined about checklists and evidence.
• Coaches/Mentors others rather than doing it all personally.
• Clear communication with technical, business, and audit audiences across time zones.

Salary Range

$90,000 - $157,500 Annual

Benefits

• Retirement savings plan (401K) with company match.
• Insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages.
• Paid-time off including vacation, sick leave, short term disability, and family care responsibilities.
• Access to our Employee Assistance Program.
• Incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans).
• Eligibility for certain tax advantaged savings plans.