Virtual Chat Agent Jobs in Boston, MA (NOW HIRING)

About the Opportunity

ServiceNow Product Lead will own our organization's ServiceNow strategy design and execution, ensuring it effectively supports business processes and objectives across ITSM, CSM, HAM/SAM and SPM, with a growing footprint in IRM. The role involves the execution of strategic planning, leading implementation initiatives and continuous improvement of ServiceNow solutions to optimize data integrity, operational efficiency and business outcome delivery. The position requires a strong technical background in the ServiceNow platform, project/program management, and an ability to collaborate with cross-functional teams to align ServiceNow capabilities with business needs, manage vendor relationships and lead support teams that will help the organization achieve and maintain a stable and responsive platform. It is expected that this leader will help our organization keep up with the latest trends in the ServiceNow market, including (but not limited to) portal experiences, AI powered virtual agent and chat capabilities, and workflow automation and orchestration. The ServiceNow-focused Product Lead will need to help manage costs and prioritize initiatives with business stakeholders, driving measurable value from the early to the late stages of such initiatives

This role is critical to ensuring that our business technology solutions align with our university strategy, enhance operational efficiencies and provide competitive advantage. As a key member of the senior IT management team, the Product Lead will collaborate closely with other leaders in IT and business units to spearhead digital transformation initiatives, optimize platform value, and ensure the security and compliance of our ServiceNow environment.

This role requires occasional availability outside of traditional working hours to address urgent business needs as they arise, including, but not limited to, responding to security incidents, supporting software deployments, resolving software issues or system breaks, and addressing other critical operational requirements. The ideal candidate must be proactive and adaptable, ensuring minimal disruption to business operations by promptly addressing any issues, regardless of time or day. Flexibility and a strong sense of urgency are essential for success in this position.

This role is hybrid and in the office a minimum of three days a week to facilitate collaboration and teamwork. In-office presence is an essential part of our on-campus culture and allows for engaging directly with staff and students, sharing ideas, and contributing to a dynamic work environment. Being on-site allows for stronger connections, more effective problem-solving, and enhanced team synergy, all of which are key to achieving our collective goals and driving success.

This role requires flexibility in performing duties outside of the primary responsibilities to support evolving business needs. The ideal candidate must be adaptable and willing to take on additional tasks or projects as required, ensuring smooth operations across the organization. This may include stepping in to assist with cross-functional teams, handling unexpected challenges, or contributing to initiatives that support business growth and success. A proactive mindset and the ability to pivot quickly are essential for thriving in this dynamic environment.

**Applicants must be authorized to work in the United States. The University is unable to work sponsor for this role, now or in the future.

• Minimum of 10 years' experience in IT, with at least five years in a leadership role managing enterprise applications.
• Proven track record of leading digital transformation initiatives and implementing large-scale IT projects.
• Extensive experience with the ServiceNow platform, preferably in an environment that deployed 3+ modules such as ITSM, CSM, HAM/SAM, SPM or IRM.
• Demonstrated experience with ServiceNow portals, AI chat or virtual agent capabilities, and workflow automation and orchestration.
• Demonstrated success in vendor and stakeholder management.
• Experience in higher education or healthcare concepts such as service management, asset management, or risk and compliance are a plus.

• Strategic leadership: Develop and implement a comprehensive strategy for the ServiceNow platform that supports our organization's business goals and objectives. In collaboration with the software engineering team, carry out buy-build-customize analyses and develop plans to operationalize the results. Own, maintain and promote awareness of the platform strategic roadmap.

• Leadership of digital transformation efforts: Identify opportunities for innovation and improvement, while overseeing ongoing implementation of multiple, overlapping platform initiatives across ITSM, CSM, HAM/SAM, SPM and IRM.

• Team leadership and development: Lead, mentor and develop a high-performance team of IT professionals supporting the ServiceNow platform. Foster a culture of innovation, excellence and ongoing improvement.

• Business engagement: Develop productive relationships with business leaders across our organization to influence how the platform can enable new sources of value. Conduct regular surveys of stakeholders' satisfaction with the platform, publish the results and, where necessary, implement action plans to improve satisfaction.

• Portfolio management: Oversee the management of our ServiceNow portfolio across ITSM, CSM, HAM/SAM, SPM and IRM, ensuring it meets current and future business requirements. Evaluate and prioritize initiatives based on strategic alignment, return on investment and risk. Perform ongoing buy-build-customization analyses for current and future components of the portfolio, including portals, AI chat and virtual agent capabilities, and automation and orchestration. Identify opportunities for system modernization, integration, automation and rationalization.

• Operational excellence: Safeguard the reliability, availability and performance of the ServiceNow platform, including portals, AI chat and virtual agent tools, and automation and orchestration workflows. Implement best practices for application life cycle management, including development, deployment, maintenance and support. Manage master data across the platform.

• Vendor management: Establish and maintain strong relationships with ServiceNow and key implementation partners. Develop a nuanced understanding of the vendor's roadmap and how it will support the company's business objectives. Collaborate with IT sourcing and vendor management teams to strengthen the company's position when negotiating with software and service vendors.

• Risk management and compliance: Work with our internal governance team to ensure the ServiceNow platform, including IRM capabilities, complies with all relevant laws, regulations and industry standards. Oversee risk management processes to identify, assess and mitigate risks associated with the platform and connected systems.

• Budget management: Develop and manage the budget for the ServiceNow platform, ensuring optimal allocation of resources and cost-effectiveness.

• Technical expertise: In-depth knowledge of the ServiceNow platform, cloud computing and platform architecture. Ability to use strategic planning to translate business goals into technology solutions. At least one of the following certifications required: ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist in ITSM, Certified Implementation Specialist in CSM, Certified Implementation Specialist in HAM/SAM, Certified Implementation Specialist in SPM, or Certified Implementation Specialist in Risk and Compliance (IRM)

• Communication and collaboration: Exceptional communication and interpersonal skills. Ability to collaborate simultaneously with multiple executives from different parts of the organization, stakeholders and teams across the organization, and to influence people to achieve common goals. Experience partnering with Higher Education or student and employee service delivery functions desired

• Project management: Strong project management skills, including experience with agile methodologies and change management.

• Analytical skills: Excellent analytical and problem-solving abilities; proficiency in data analysis and performance metrics.

Position Type

Additional Information

Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

Compensation Grade/Pay Type:

Expected Hiring Range:

With the pay range(s) shown above, the starting salary will depend on several factors, which may include your education, experience, location, knowledge and expertise, and skills as well as a pay comparison to similarly-situated employees already in the role. Salary ranges are reviewed regularly and are subject to change.