ServiceNow ITSM Request Manager

Emory Healthcare•Tucker, GA

14h•Remote

About The Position

Emory Healthcare is seeking a ServiceNow ITSM Request Manager to serve as a subject matter expert and operational leader for the Request Management practice. This role is an individual contributor with strong leadership accountability, responsible for overseeing Request Management and related demand intake activities in alignment with ITIL and ITSM best practices. The ideal candidate is self-motivated, highly driven, and comfortable leading through influence, with deep hands-on expertise in ServiceNow Request Management, service catalog governance, analytics, and continuous improvement. This role will partner closely with Digital teams, business stakeholders, and leadership to ensure requests and demands are efficiently evaluated, prioritized, fulfilled, and continuously optimized.

Requirements

Bachelors Degree in IT related field.
7 years of Information Technology experience.
ITIL Foundations and IT Service Management certifications preferred.
10 years Information Technology experience required in lieu of a degree.

Nice To Haves

ITIL Foundation Certification
Deep expertise in ServiceNow Request Management, workflows, and service catalog design
Experience managing complex service catalogs and catalog items
Strong understanding of ITIL-aligned request fulfillment and governance
Experience designing, optimizing, and scaling ITSM workflows
Hands-on experience with ServiceNow Performance Analytics and reporting
Power BI experience preferred
Strong proficiency with SharePoint for documentation, reporting, and collaboration
Demonstrated leadership skills with the ability to influence without direct authority
Self-starter with strong accountability, organization, and follow-through

Responsibilities

Serve as the Request Management Subject Matter Expert (SME) and lead for effective and efficient operation of Request Management within the ServiceNow platform.
Support demand management activities, including intake, assessment, prioritization, and routing of requests to appropriate fulfillment or project pathways.
Evaluate incoming requests against existing tools, services, technologies, and enterprise standards.
Partner with stakeholders to ensure demand aligns with strategic priorities, capacity, and operational readiness.
Ensure requests are properly documented, categorized, assessed, and fulfilled using defined ServiceNow workflows.
Monitor and remediate Request Management and service catalog process or quality deviations.
Develop, maintain, and analyze KPIs, metrics, dashboards, and reports using ServiceNow Performance Analytics; Power BI experience is a strong plus.
Use data-driven insights to identify trends, risks, and continuous improvement opportunities.
Leverage SharePoint to support documentation repositories, reporting artifacts, and cross-team collaboration.
Advise ITSM stakeholders on Request Management, service catalog governance, and ITSM best practices.
Lead continual service improvement initiatives related to Request Management, demand intake, and service catalog optimization.
Research industry best practices and recommend process, workflow, and tooling enhancements.
Collaborate with Digital teams, business partners, vendors, and Emory University OIT on cross-functional ITSM initiatives.
Function as a lead business partner with Request Management and catalog stakeholders.
Mentor team members on documentation standards, process adherence, and ServiceNow functionality.
Develop and deliver training content for ITSM users and junior ITSM staff.
Train new ITSM team members and provide performance feedback to ITSM leadership.
Act as an escalation point for complex processes, catalog, and customer-related challenges.
Respond to requests and support items in accordance with SLAs, providing timely and clear updates through resolution.
Assist with queue management to ensure efficient intake and follow-up.
Review customer survey feedback and resolve or escalate concerns appropriately.
Participate in on-call rotation as scheduled and assist with on-call planning.
Serve on major incident bridges in designated ITSM roles.