ServiceNow Program Owner - Hopkinton

  • Hopkinton, MA


: $108,680.00 - $159,340.00 /year *

Employment Type

: Full-Time


: Information Technology

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ServiceNow Program Owner

Location: Round Rock, TX or Hopkinton, MA

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We cant wait for you to discover this for yourself as the ServiceNow Program Owner on our Legal Operations team.

From commercial contracts to cyber security, IP to ethical practices Dells Legal teams always have new, interesting and complex challenges to tackle. Legal Operations provides all the administrative, reporting and program management support they need to succeed. Whether focused locally, regionally or globally, Legal Operations professionals develop plans, oversee programs and processes and maintain records. They review legal data, provide policy information and legal advice across the organization and manage a wide range of legal business matters.


As the ServiceNow Program Owner, this individual will play an important part in the Legal teams digital transformation strategy. The ServiceNow Program Owner will set the strategy and management for the Legal ServiceNow Program.

The individual in this role will be tasked with designing and operationalizing the proper governance that will enable the organization to be strategic in the use of the ServiceNow platform. The four key categories of governance this individual should apply include:

  • Technical: establishes standards to ensure the platform is technically sound and following good practices to ensure upgradability, usability, manageability, performance, and scalability
  • Strategy: establishes governing bodies and activities that align the platform with the overall business strategies
  • Portfolio: establishes the processes and documentation related to the management of services provided on the platform ad multiple work-streams
  • Convergence: focuses on the integration of the ServiceNow platform with the enterprise standards and data management between other systems
  • Strategy & Management of the Legal ServiceNow Program will include:

  • Enabling alignment to organizational goals and vision
  • Creating a structure to standardize future development
  • Providing a framework that can scale to support increasing self-service enablement needs
  • Holds platform owners accountable for meeting enterprise standards
  • Primary Responsibilities:

  • Elevates the use of ServiceNow to properly support the department's current self-service enablement needs and future ones as a program vs. just another tool option
  • Implements an overarching framework to provide the necessary guidance and structure that allows for the program to move quickly while continuing to focus on long-term goals and value realization. The framework should be designed to drive the following:Align stakeholders on strategy, goals, and executionDrive and shape demand for Legal ServiceNow platform consumptionMeasure and assess value realizationUnderstand ServiceNow's place in the larger Legal Technology landscapeSupports adoption across the organization
  • Researches and maintains up-to-date knowledge on ways to use ServiceNow to increase efficiencies
  • Performs maintenance of ServiceNow Application as required
  • Leads efforts for requirements gathering for identified ServiceNow solution opportunities
  • Develops, implements, and maintains ServiceNow solutions as well as any other 3rd party application solutions deemed necessary
  • Acts as the main liaison with IT business partners to understand and ensure timely response and resolutions to incidents/requests/problems, drive to resolution of any issues with ServiceNow integrations, and research and coordinate with required technical and business resources for outage resolution
  • Qualifications:


  • Bachelors degree
  • 2-5 years' experience in ServiceNow administrator role
  • Experience with web and other technologies (XML, HTML, JavaScript, SQL, etc)
  • Knowledge of technical components such as Active Directory, LDAP, VPN, SSL and other such technologies
  • Experience with ITSM best practices, IT service desk
  • Experience implementing enterprise software (ideally ITIL or ITSM related)
  • Experience working with enterprise software companies and/or consulting companies
  • Must be able to learn, understand, and apply new technologies
  • Ability to build and maintain relationships with business counterparts and provide excellent customer service.
  • Ability to work both independently and in a team-oriented, collaborative environment
  • Strong written, oral, and interpersonal communication skills
  • Preferred:

  • Familiarity with SaaS deployments and its supporting architecture
  • ITIL Certification
  • ServiceNow certification/training
  • Benefits
    We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities all to create a compelling and rewarding work environment.

    If youre ready for the variety and challenge that comes with supporting a dynamic Legal function in a game-changing global business, this is your opportunity to develop with Dell.

    Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief,national, social or ethnicorigin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnershipstatus, past or present military service, family medical history or genetic information, family or parental status,or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.


    Associated topics: back end, c++, devops, java, matlab, php, sdet, software development engineer, software programmer, sw

    * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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