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Service Management Product Lead (Information Technology Consultant - Expert) - Information Technology Services

Apply now Job no: 527800
Work type: Staff
Location: San Francisco
Categories: Unit 9 - CSUEU - Technical Support Services, Probationary, Full Time, Information Systems & Technology, Telecommute eligible (work onsite as scheduled and/or as requested and telecommute as scheduled)

Working Title

Service Management Product Lead

SF State University

San Francisco State is an Equal Opportunity Employer and does not discriminate against persons on the basis of race, religion, color, ancestry, age, disability, genetic information, gender, gender identity, gender expression, marital status, medical condition, National origin, sex, sexual orientation, covered veteran status, or any other protected status.  Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose by contacting the Senior Human Resources Manager.

Applicants may visit for more information on SF State's policy prohibiting discrimination, and how to file an online report using the procedures under Executive Order 1096 Revised. Inquiries can be directed to the campus Title IX Coordinator and Discrimination, Harassment, and Retaliation Administrator by calling (415) 338-2032 or emailing

San Francisco State is a 100% Smoke/Vapor-Free Campus.  Smoking or Vaping of any tobacco/plant-based substance is not permitted on any University properties.

The person holding this position may be considered a "mandated reporter" under the California Child Abuse and Neglect  Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

This position may be a "designated position" in the California State University's Conflict of Interest Code.  The successful candidate accepting this position may be required to file Conflict of Interest forms subject to the regulations of the Fair Political Practices Commission.


Information Technology Services 

Appointment Type

This is a one-year probationary position.

Time Base

Full-Time (1.0)

Work Schedule

Monday - Friday; 8:00 a.m. - 5:00 p.m.

Anticipated Hiring Range

$6,916.00 - $7,416.00 Per Month ($82,992.00 - $88,992.00 Annually)

Salary is commensurate with experience.

Position Summary

The Candidate, who reports to the Director of Service Management, is the Service Management Product Lead for ITS and is responsible for maintaining the ServiceNow application, managing incidents related to ServiceNow, and performing enhancements and development to advance the campus’s ServiceNow capabilities.

The Service Management Product Lead shall be responsible for enhancing the ServiceNow implementation to advance the campus’s service management roadmap.  The candidate shall capture requirements, propose solution design, implement solutions in ServiceNow, coordinate test acceptance and provide production support.  The candidate shall also work closely with other departments on campus who develop on the campus’s common instance.

The Service Management Product Lead is responsible for extending the ServiceNow applications and managing the ServiceNow Service Portal, including but not limited to: Working with Units/Teams to define services and workflows; building catalog items and workflows in ServiceNow; working with other developers to make sure functionality is appropriate and systems integrations are operational; taking part in the Knowledge Base vetting process to make sure articles are helpful, timely, and accurate; defining and implementing new ServiceNow use cases; advancing the service management capabilities in ServiceNow.

In addition to configuration and development work, the Service Management Product Lead shall oversee the product backlog for advancing the service management roadmap.  The candidate shall facilitate end-user training, documentation, and product evaluation and provide technical guidance to career and foundation IT staff. The candidate shall track and report on project status.

The Service Management Product Lead shall assist in supporting existing ServiceNow capabilities including incident, change, service request and service portal as well as support future goals including, but not limited to, knowledge base, asset management, configuration management, and virtual agent.

Position Information

ServiceNow System Administration

  • Manage and maintain the Service Now platform, including configuration, customization, and administration.
  • Keep up to date with the latest Service Now features and functionality, and recommend upgrades or enhancements as needed.
  • Collaborate with campus units to gather requirements and design solutions that meet business needs.
  • Provide technical support and guidance to users of the Service Now platform.
  • Work with developers to expand and maintain integrations to other IT systems, including JIRA, Confluence, and Microsoft Teams
  • Develop and implement workflows, business rules, UI policies, and other Service Now modules to meet business requirements.
  • Develop reports and dashboards to provide insight into Service Now usage and performance.
  • Develop and maintain a comprehensive knowledge base for the Service Now platform, including articles on common issues, frequently asked questions, and best practices
  • Maintain documentation of system configurations, processes, and procedures.

ServiceNow Scrum Product Ownership

  • Manage and prioritize story backlog in Jira
  • Collaborate with Director of Service Management, to develop scrum backlog to align with ServiceNow roadmap
  • Participate in scrum events to guide the ServiceNow product development

Outreach and Service Management Advocacy

  • Participate in the SF State Service Management Community of Practice
  • Work with distributed IT units to effectively manage IT service to the campus 
  • Prepare reports of campus-wide ticketing usage and trends
  • Develop and deliver ServiceNow training

Asset / Software management

  • Assist in advancing campus-wide asset management solution
  • Facilitate the use of asset management systems to track all hardware and software assets and relationships
  • Maintain detailed records and document all changes using change management
  • Participate in system-wide and campus-wide software groups

Other duties as required

Minimum Qualifications

To enter this classification, a basic foundation of knowledge and skills in technical information systems and application program packages is a prerequisite. This foundation would normally be obtained through a bachelor’s degree in computer science, information systems, educational technology, communications, or related fields, or similar certified coursework in applicable fields of study. Foundation knowledge and skills for the Information Technology Consultant, depending on the nature of the position assignment, may include working knowledge of common software application packages, equipment platforms, reference database systems and sources, and training methods and a basic understanding of networks, data communication, and multimedia systems.

Incumbents at the expert level work almost completely independently on the most complex problems and work assignments. They possess an advanced and comprehensive knowledge of the technical specialty and a working knowledge of related specialties and are able to apply this extensive expertise as a generalist or specialist. Experts are proactive and understand problems from broad, interactive perspective and are able to develop solutions that combine information and ideas in new, unprecedented ways. Incumbents at this level are capable of leading teams and implementation efforts for assigned projects using advanced communication and listening skills.

Preferred Qualifications

  • Bachelor’s Degree in an Information Technology or related field; or proven success and leadership as a technical support analyst
  • Minimum 2 years’ experience in ServiceNow administration 
  • Minimum 1 year experience with Agile Scrum
  • Ability to define user requirements and propose solution design
  • Ability to balance multiple priorities with varying scope and timing
  • Ability to document a business process and translate to ServiceNow configuration
  • Proficient with HTML
  • Solid relationship management and performance management skills
  • Excellent analytical and problem-solving skills
  • Exceptional professional and technical writing skills
  • Exceptional interpersonal skills and an ability to relay technical information effectively to non-technical users
  • Very strong ability to reason logically and creatively to identify and resolve problems by understanding high level direction, outlining technical approach, and implementing scalable solutions
  • Function effectively as a lead member of a team and participate in activities and assignments that will benefit other members of the team or will contribute to the accomplishment of team objectives
  • Proficient at defining user stories and functional requirements for applications


  • Master’s Degree in an Information Technology related field
  • Experience providing IT support in higher education
  • Proficient with business rules, UI policies, UI actions, client script, and access controls
  • Proven success with ServiceNow report and dashboard development
  • Experience implementing asset and configuration management capabilities
  • Understanding of Section 508 ADA compliance
  • Familiar with ServiceNow integrations and scripting
  • Experience with ServiceNow modules like asset management, config management, knowledge base and change management, incident management and service request
  • Managed public service portal
  • Implementation experience with ITSM and CSM
  • ServiceNow Admin certification
  • Ability to design and troubleshoot data flows
  • Basic understanding of project management functions


  • May need to work weekend and/or early morning / night hours for special projects.

Pre-Employment Requirements

This position requires the successful completion of a background check.

Eligibility to Work

Applicants must be able to provide proof of US Citizenship or authorization to work in the United States, within three business days from their date of hire.


Threaded through our Total Compensation package is a commitment to Bridging Life's Transitions.  SF State is committed to providing our employees with a comprehensive program that rewards efforts that are appreciated by your colleagues, students and the customers we serve.

We offer a competitive compensation package that includes Medical, Dental, Vision, Pension, 401k, Healthcare Savings Account, Life Insurance, Disability Insurance, Vacation and Sick Leave as well as State Holidays and a dynamic Fee Waiver program, all geared towards the University's commitment to attract, motivate and retain our employee.

CSUEU Position 

Eligible and qualified on-campus applicants, currently in bargaining units 2, 5, 7, and 9 are given hiring preference.

Additional Information


Thank you for your interest in employment with California State University (CSU).  CSU is a state entity whose business operations reside within the State of California.  Because of this, CSU prohibits hiring employees to perform CSU-related work outside of California with very limited exception.  While this position may be eligible for occasional telework, all work is expected to be performed in the state of California, and this position is assigned to on-campus operations.

CSU strongly encourages faculty, staff, and students who are accessing campus facilities to be immunized against COVID-19 or declare a medical or religious exemption from doing so.  Any candidates advanced in a currently open search process are encouraged to comply with this requirement. The systemwide policy can be found at and questions may be sent to

The Human Resources office is open Mondays through Fridays from 8 a.m. to 5 p.m., and can be reached at (415) 338-1872.

Please note that this position, position requirements, application deadline and/or any other component of this position is subject to change or cancellation at any time.

Advertised: Pacific Daylight Time
Applications close:

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