Business Systems Manager - Service Management Platform

• CURRENT PENN STATE EMPLOYEE (faculty, staff, technical service, or student), please login to Workday to complete the internal application process. Please do not apply here, apply internally through Workday.

• CURRENT PENN STATE STUDENT (not employed previously at the university) and seeking employment with Penn State, please login to Workday to complete the student application process. Please do not apply here, apply internally through Workday.

• If you are NOT a current employee or student, please click “Apply” and complete the application process for external applicants.

JOB DESCRIPTION AND POSITION REQUIREMENTS:

Business Systems Manager - Service Management Platform 

Penn State Information Technology is seeking a highly skilled, experienced, and dynamic Business Systems Manager to lead our Service Management Platform Team. This role is pivotal in managing and optimizing our ServiceNow environment, ensuring seamless operations, and driving continuous improvement across the organization. The ideal candidate will possess strong leadership, excellent communication, and effective problem-solving skills. 

As the Business Systems Manager, you will play a crucial role in enhancing our IT service management capabilities. Your leadership will directly impact the efficiency and effectiveness of our service delivery, contributing to the overall success of our digital workspace initiatives. 

The location of this position is flexible and can operate fully remote within the United States, standard working hours are in the eastern time zone. Candidates must be able to work in the US without sponsorship. 

Key Responsibilities: 

• Lead and manage the Service Management Platform Team, ensuring effective planning and prioritization of activities. 
• Oversee the administration and configuration of ServiceNow, including planning releases and managing updates. 
• Communicate regularly with senior management and establish consistent meetings with the Service Management Office. 
• Serve as the primary liaison for software vendors, managing contracts, negotiations, and external vendor relationships. 
• Gather, evaluate, and ensure adherence to requirements for updates while following change management processes. 
• Assist other University units in defining, designing, and creating efficient ServiceNow solutions, seeking automation opportunities. 
• Maintain technical documentation, document solutions for resolved tickets, and collaborate with the Managed Service Provider to resolve ServiceNow issues.   

Qualifications 

Minimally requires a Bachelor's degree and 8+ years of relevant experience, including 3+ years of supervisory experience, or an equivalent combination of education and experience. 

Additional preferred experience and skills:  

• 5+ years of ServiceNow administration experience. 

• Excellent communication skills and the ability to translate technical concepts for non-technical stakeholders. 

• ServiceNow Certified Administrator. 

• Experience with Integration Hub, 3rd-party integrations and forms development.

The Pennsylvania State University is committed to and accountable for advancing diversity, equity, inclusion, and sustainability in all of its forms. We embrace individual uniqueness, foster a culture of inclusion that supports both broad and specific diversity initiatives, leverage the educational and institutional benefits of diversity in society and nature, and engage all individuals to help them thrive. We value inclusion as a core strength and an essential element of our public service mission.

The salary range for this position, including all possible grades is:

Salary Structure - additional information on Penn State's job and salary structure. 

CAMPUS SECURITY CRIME STATISTICS:

Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act and the Pennsylvania Act of 1988, Penn State publishes a combined Annual Security and Annual Fire Safety Report (ASR). The ASR includes crime statistics and institutional policies concerning campus security, such as those concerning alcohol and drug use, crime prevention, the reporting of crimes, sexual assault, and other matters. The ASR is available for review here.

Employment with the University will require successful completion of background check(s) in accordance with University policies. 

EEO IS THE LAW

Penn State is an equal opportunity, affirmative action employer, and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you are unable to use our online application process due to an impairment or disability, please contact 814-865-1473.

Federal Contractors Labor Law Poster

PA State Labor Law Poster

Affirmative Action

Penn State Policies

Copyright Information

Hotlines