Employment Status:
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Facility:
Requisition Number:
How You’ll Help Transform Healthcare:
ServiceNow Platform Leadership
- Provide day-to-day leadership of ServiceNow platform operations
- IT Service Management (ITSM)
- IT Operations Management (ITOM)
- Strategic Portfolio Management (SPM)
- Configuration Management Database (CMDB)
- HR Service Delivery (HRSD)
- Knowledge Management
- Ensure platform design aligns with best practices, scalability standards, and ServiceNow architectural guidelines.
- Review and approve development, configuration, and integration work to ensure proper analysis, testing, documentation, and quality assurance standards are met.
- Lead CAB participation, reviewing and approving platform-related changes to ensure reliability and compliance with change management processes.
- Leverage ServiceNow dashboards, reporting, resource management, and analytics capabilities to monitor performance and drive continuous improvement.
Operational & Incident Management
- Serve as an escalation point of contact
- Monitor and communicate potential Severity 1 incidents to leadership.
- Ensure SLAs, KPIs, and ITIL service metrics are consistently achieved.
Team Leadership & Resource Management
- Lead a team of ServiceNow Analysts and Developers
- Manage workload distribution, ticket assignments, resource allocation, and project execution to maintain peak team performance.
- Remove impediments
- Manage schedules, on-call rotations, time-off approvals, and payroll sign-off (UKG).
- Participate in hiring, onboarding, performance evaluations, and corrective action processes.
- Maintain a skills matrix and oversee career ladder progression for team members.
- Conduct bi-monthly one-on-ones to support development goals and professional growth.
Continuous Improvement & Governance
- Define, review, and implement tactical processes to improve ServiceNow service delivery and team efficiency.
- Identify skill gaps and coordinate targeted training and certifications.
- Enforce ITIL best practices, governance standards, and enterprise policies.
- Prepare executive-level reports including service metrics, platform health dashboards, project status updates, and operational summaries.
Customer & Organizational Alignment
- Champion a customer-first service mindset, ensuring high-quality support and operational excellence.
- Promote organizational mission, values, and ethical standards across all team interactions.
What We Require:
Education: Bachelor’s degree required. 4 years of relevant experien