Mgr ServiceNow Platform

Fairview Health Services•Minneapolis, MN

2d•Onsite

About The Position

The Manager of ServiceNow Platform is instrumental in elevating our organization's technology framework by spearheading ServiceNow initiatives. This role leads a team of ServiceNow professionals and is crucial in transitioning IT and non-IT services from traditional delivery to strategic business integration, focusing on innovation and operational excellence. The incumbent will champion the design, implementation, and continuous improvement of ServiceNow projects to optimize business processes and technology utilization.

Requirements

B.S./B.A. in a computer-related field, Computer Science or an equivalent combination of experience, education, and training
8 years in technology implementation or managed services, with a strong focus on enterprise solutions
5 years direct experience with ServiceNow, managing its suite of services in complex environments
3 years experience managing teams and complex projects
Demonstrated leadership skills with the ability to manage and inspire a team.
Exceptional communication and negotiation skills, capable of effectively managing expectations and building consensus among diverse stakeholder groups
A strong inclination towards understanding and enhancing existing technological and process frameworks
Proven ability to navigate agile environments and lead change initiatives
Skill in articulating and presenting business cases to stakeholders, ensuring alignment and securing project buy-in
Dedication to managing and delivering technology-driven business process improvements
Ability to facilitate problem solving among groups with varying needs and priorities
Excellent analytical skills
ITIL certifications Upon Hire

Nice To Haves

Advanced degree in technology or business administration
Ability to multi-task and prioritize work
Experience within the Healthcare Industry
Experience in a large, complex organization
Certifications in ServiceNow modules, such as CSA, ITSM, or ITBM/SPM Upon Hire
Advanced certifications in ITIL

Responsibilities

Support the executive team in developing a comprehensive roadmap for ServiceNow solutions, ensuring alignment with business objectives.
Lead large-scale implementations, including setting up frameworks for ITSM, ITBM/SPM, ITOM and/or other modules within ServiceNow.
Conduct thorough assessments of existing IT/Non-IT processes and systems to identify improvement areas.
Lead the design and execution of optimized workflows and integrated solutions that enhance operational efficiency and service delivery.
Manage and mentor a team of ServiceNow professionals internal and external and other staff as assigned.
Foster a culture of innovation and continuous learning to maintain high standards of technical expertise and service delivery.
Manage support functions and coordinate with direct and indirect resources to ensure work is completed according to end user’s needs.
Establish and maintain strong relationships with business, IT/Non-IT stakeholders to ensure alignment of services with business needs.
Regularly engage with senior management to report on project progress and outcomes.
Actively lead sessions to collect business requirements from various stakeholders.
Analyze and prioritize these requirements to inform system configurations and customizations.
Drive the organizational change management process associated with new technology implementations.
Develop comprehensive training programs to facilitate smooth transitions and ensure widespread technology adoption and proficiency.
Oversee the quality of implementations and ongoing operations.
Identify potential risks associated with the ServiceNow platform and develop mitigation strategies.
Ensure compliance with industry standards and best practices in technology management.
Define and track key performance indicators (KPIs) related to ServiceNow operations and overall service management processes.
Generate detailed reports and analyses for the leadership to aid in strategic decision-making.
Annual budget and planning process for platform, contracts, licensing, and projects.
Effectively and accurately estimate work effort and associated costs for deliverables.
Manage to the yearly department budget.