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Job Summary

The Director of ServiceNow Platform Services is responsible for leading the strategy, delivery, and ongoing optimization of the organizations ServiceNow ecosystem to drive enterprise workflow automation and measurable business value. Reporting to the Vice President of Enterprise Systems, this role oversees the design, implementation, and support of all ServiceNow modules including IT Service Management (ITSM), Strategic Portfolio Management (SPM), CMDB, HR Service Delivery (HRSD), Governance, Risk & Compliance (GRC/IRM), Security Operations, and Procurement ensuring alignment with enterprise priorities and regulatory standards such as HIPAA and SOX. The Director will establish platform governance, demand-intake processes, and integration strategies across core systems including Epic EHR, PeopleSoft ERP, M365, IAM, and cybersecurity solutions. They will lead a multidisciplinary Center of Excellence (CoE) comprising platform engineers, developers, analysts, and architects to deliver secure, scalable, and user-centric solutions that improve service delivery, operational efficiency, and adoption of self-service capabilities. This leader will partner with executive stakeholders to shape the ServiceNow roadmap, manage vendor relationships, drive innovation, and implement KPIs for performance, value realization, and compliance. The ideal candidate brings proven experience in scaling enterprise ServiceNow platforms, strong governance and change-management expertise, and a track record of delivering transformative digital workflows in complex environments.

Minimum Qualifications

Degrees:
Bachelor's Degree Information Technology, Computer Science, or a related field
Master's Degree Information Technology, Computer Science, or a related field (Preferred)

Licenses & Certifications:
Certificate CSA, CIS / ITSM, CIS / ITOM, CIS/ HRSD, CIS GRC/IRM, CTA or CMA (Preferred)

Work Experience:
Seven (7) Years Work Experience in IT Service Management / IT Operations leadership (preferably overseeing ServiceNow or similar enterprise ITSM platforms). Demonstrated success in implementing and optimizing multiple ServiceNow modules (ITSM, SPM, HRSD, CMDB, GRC/IRM, SecOps, Procurement). Strong understanding of ITIL, Agile/SAFe, and enterprise service management best practices. Experience in integrating ServiceNow with ERP, EHR, IAM, and security platforms in complex environments. Familiarity with healthcare IT and regulatory frameworks such as HIPAA, SOX, and HITRUST preferred. Exceptional communication, change-management, and stakeholder engagement skills. Proven track record in vendor management, contract negotiations, and managing multimillion-dollar budgets. Ability to build, lead, and inspire multidisciplinary

Management Experience:
Five (5) Years of Management Experience working in healthcare, or other highly regulated industries is preferred (Preferred)

Language Skills:
Bilingual (Preferred)

Communication Skills:
Above Average Verbal Communication (Heavy Public Contact)
Exceptional Verbal (Public Speaking)
Writing/Correspondence
Writing/Reports

Proficiencies:
MS Excel Intermediate
MS Word Intermediate

Job Attributes

Knowledge/Skills/Abilities:
Analytical Abilities
Design Knowledge and Skills

Work Schedule:
Flexible
On-Call
Eligible for Telecommute

Other Requirements:
MS PowerPoint, MS Access, MS Outlook, MS Project, PC