ITSM & ServiceNow Program Manager (flex-hybrid)

The ITSM & ServiceNow Program Manager will report to the Identity Platform Architecture & ITSM Manager and oversee the ServiceNow Platform and integration of ITSM processes for UHIT and non-UHIT stakeholders.

This role is responsible for ServiceNow and ITSM request intake, workflow development, queue management, project and resources management, reporting and updates, and service as a liaison between the customer and development team. In this role, you will support the developers and system admins who are responsible for the customization and enhancement of the ServiceNow platform to align with enterprise ITSM processes and business objectives, ensuring compliance with best practices and regulatory standards and fostering a culture of continuous improvement.

The ideal candidate will possess a strong mix of technical expertise, strategic planning abilities, and a commitment to delivering high-quality, efficient IT services and solutions. In addition, the business product manager will have light form and UI development responsibilities.

• Facilitate software development to customize and enhance the ServiceNow platform to meet organizational needs
• Validate development standards are consistently followed and applied across all ServiceNow instances
• Participate and ensure an environment where code peer reviews and collaboration take place to foster a culture of continuous improvement and innovation
• Identify opportunities for strategic integration of enterprise ITSM processes with the ServiceNow platform, ensuring that it aligns with business goals and IT strategies
• Work closely with process owners to map out process flows, define requirements, and ensure that ServiceNow configurations and customizations support efficient and effective ITSM practices
• Identify opportunities to automate processes, reducing manual interventions and improving service delivery
• Serve as the strategic interface between the IT department, non-IT departments, and key business stakeholders for all ServiceNow-related efforts
• Gather comprehensive and feasible requirements package that enable developers to design a solution based on best practices
• Advocate for the strategic use of ServiceNow across the organization, ensuring it supports business objectives and growth
• Manage customer expectations and provide regular updates
• Stay abreast of ServiceNow/ITSM updates and industry trends to ensure the platform remains cutting-edge and delivers maximum value
• Participate in UC ServiceNow User Group (SNUG) to stay abreast of the UC community activities to leverage solutions that may benefit UCLA Health
• Conduct regular meetings with stakeholders to understand their needs, gather feedback on service delivery, and identify opportunities for enhancing the ServiceNow platform's value to the business
• Monitor ServiceNow platform performance to identify areas for optimization and enhancement
• Oversee all ServiceNow-related projects from conception through to completion, ensuring they are delivered on time, within scope, and on budget, managingproject schedules, dependencies, and risks
• Communicate project status, milestones, and deliverables to all stakeholders
• Foster collaboration across project teams to ensure seamless execution and delivery
• Develop a comprehensive training program for the ServiceNow team and end-users to enhance their understanding and utilization of the platform
• Facilitate and participate in knowledge sharing and collaboration within the team to foster a learning culture
• Manage relationships with ServiceNow and other third-party vendor/partners to ensure the organization receives high-quality support and services
• Collaborate with Manager on contract negotiations to secure the best terms and pricing
• Evaluate vendor/partner performance and lead regular review meetings to address any issues and identify opportunities for service improvement
• Implement a robust reporting framework to track the performance of the ServiceNow platform and its impact on business operations
• Prepare and present regular reports to senior management, highlighting achievements, challenges, and strategic recommendations
• Prepare recurring reports that will be shared with Senior IT Leadership on the state of the environment and competing priorities

• ITIL Foundation and/or Current or Previous ServiceNow Certification (any)
• Must have previous ServiceNow Platform management and development/engineering experience
• Experience with implementing or operating with Incident Management, Request Fulfillment, Problem Management, Change Management, Service Portfolio, Service Catalog, and Configuration Management preferred within the ServiceNow platform.
• Strategic Thinking: Strong strategic planning abilities with experience in setting goals, developing roadmaps, process development, and driving initiatives that align with the organization's objectives.
• Problem-Solving Skills: Ability to identify issues, analyze problems, and devise effective solutions in a timely manner.
• Project Management: Proficiency in managing multiple projects simultaneously, demonstrating strong organizational and prioritization skills.
• Regulatory Knowledge: Awareness of relevant regulations and standards within the Healthcare and Technology industries, ensuring compliance and risk management.
• Innovation: Demonstrated ability to encourage innovation and continuous improvement within teams.
• Adaptability: Experience navigating change management and comfortably adapting to evolving business needs and technologies.
• Customer Service Orientation: A strong focus on customer satisfaction, with experience in managing client relationships and expectations.
• Previous ITIL Foundation Certification preferred.
• Bachelor's degree or equivalent technical experience
• Six Sigma or Lean process optimization experience preferred.
• Ability to quickly establish relationships and earn the trust/respect of clients.
• Strong analytical skillset - leverages Service Level Management and IT experience to deliver against the responsibilities.
• Communication Skills: Excellent verbal and written communication skills, capable of effectively articulating ideas and influencing stakeholders at all levels.