ServiceNow System Administrator/Development Lead

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. The role also owns instance clones, upgrades, and 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

Education & Experience

• 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.

Technical Skills

• 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:

The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.

Employees are eligible to participate in State Street’s comprehensive benefits program, which includes: our 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); and, eligibility for certain tax advantaged savings plans.

For a full overview, visit https://hrportal.ehr.com/statestreet/Home.

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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