IS ServiceNow Manager

Job Description

The ideal candidate for the Manager and Process Owner role will have a proven track record of promoting consistency and operational efficiency across an Information Services (IS) organization including leading the concept definition, strategy, analysis, testing, and deployment and ongoing management of assigned processes. The ideal candidate will also have prior experience in IT Service Management, ITIL, and ServiceNow, as well as a passion for data/statistical analysis of KPIs and metrics as well as a strong business acumen in Healthcare for IT. 

Under the Service Management and Strategy, with limited supervision and minimal management assistance, the Manager for ServiceNow Core Data and Configuration Management will use methods based on Information Technology Infrastructure Library (ITIL) practices to discover and track configuration items in the Baylor Scott and White Health (BSWH) environment and their relationships throughout their lifecycle. Produces reports to monitor the health of the Configuration Management Database (CMDB) and Core Data compliance.

The Manager will serve as the Process Owner and manages a team of analysts to design, execute, manage and improve one or a combination of the following Information Technology (IT) Process areas: Request Management, Incident Management, Change Management, Knowledge Management, Problem Management, Configuration Management, Asset Management, Reporting, other critical IT processes and supporting technology. The Process Owner is responsible for managing the processes in these areas and working with internal and external service providers to ensure these processes are being followed and improved. In addition, the Process Owner is responsible for the technology used and required to support these process areas. This position is responsible for setting and meeting Key Performance Indicator (KPI) Targets in the designated areas. 

Responsibilities include, but are not limited to:

• Manage the Configuration Management practice using the ITIL Service Configuration Management framework by tracking BSWH infrastructure components and applications within the ServiceNow CMDB.
• Manage the ServiceNow Configuration and Discovery modules and related processes.
• Implement the ServiceNow Service Mapping module and related process.
• Manage and track relationships between configuration items.
• Coordinates with teams across IT to onboard\offboard configuration items as they are deployed to BSWH environment or retired from the organization.
• Ensure the CMDB is an accurate repository of BSWHs configuration items and that it can be leveraged by related ITIL processes.
• Partner with various departments in the development of the continuous delivery pipeline.
• Maintain documentation on the Configuration Management practice and data points tracked for configuration items/CIs.
• Align and streamline Configuration Management efforts with the Incident, Problem, Change, Release, Knowledge, Asset, and Service Catalog practices.
• Identify opportunities to enrich the data of the CMDB by way of working with other departments and by way of Orchestration with other products.
• Regularly monitor\audit and report on the health of the CMDB, as well as develop corresponding metrics.
• Proactively identify opportunities for improvement to the CMDB and related processes.

Required Skills:

• Concepts, practices and procedures analyzing the functions within information technology operations, system administration, systems management and systems development lifecycle using Agile.
• ITIL Service Management practices with a concentration on Service Configuration Management and Asset Management, Core Data, Reporting and Dashboards. Experience with Security Operations (Vulnerability Response/VR, Security Incident Response/SIR, and Governance, Risk and Compliance/GRC or Integrated Risk Management/IRM a plus.
• ServiceNow Administration.
• Application architecture methodologies and standards.
• Principles of healthcare industry operations.
• Ability to build positive relationships across multiple stakeholders, senior leadership team, and department heads, etc.
• Communicates with positive impact: excellent leadership, business partnership, negotiation, etc.
• Poise and ability to act calmly and competently in high-pressure, high-stress situations.
• Ability to impact operations and effect change without being confrontational.
• Detail oriented, analytical and inquisitive. • Ability to work independently and with others.
• Extremely organized with strong time-management skills.
• Perform all departmental administrative activities, including staff meetings, attendance, monthly status reporting, strategic planning, documentation, and other activities, as assigned, in a timely manner.
• Frequently communicates with peers within own department or other departments. Must be able to exchange accurate information.
• Perform other duties as assigned.

BENEFITS

Our competitive benefits package includes the following
- Immediate eligibility for health and welfare benefits
- 401(k) savings plan with dollar-for-dollar match up to 5%
- Tuition Reimbursement
- PTO accrual beginning Day 1
Note: Benefits may vary based upon position type and/or level

Required Qualifications

- EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification

- EXPERIENCE - 5 Years of Experience