ITSM ServiceNow Program Manager

The IT Service Management (ITSM) Program Manager will work under the direction of the ITSM Manager and will be responsible for enhancing performance of the ITSM toolset, ServiceNow. Serve as the voice of the customer to guide development teams in building ServiceNow capabilities with the highest business and customer impact. They represent business needs and priorities, prioritize and manage the product backlog, and incorporate feedback from business stakeholders to guide continuous product improvement. Provides administrative and project oversight for ITSM ServiceNow activities. Monitors ServiceNow to identify improvement opportunities. The ITSM Program manager will ensure effective project delivery, address technology concerns, and design programs for ongoing sustainability. Product owners serve as the voice of the customer to guide development teams in building software capabilities with the highest business and customer impact. They represent business needs and priorities, prioritize and manage the product backlog, and incorporate feedback from business stakeholders to guide continuous product improvement.

• Develop, implement and evaluate ITSM programs, services, policies and procedures, and performance standards to achieve departmental goals. Administer programs within budgetary guidelines.

• Troubleshoot operational issues and develop action plans to resolve.

• Ensure compliance with CNMC policies and procedures and with regulatory standards.

• Liaise with senior leaders across CNMC departments to strategize and launch new initiatives.

• Lead, facilitate, and/or participate actively in Department management, team, and project meetings.

• Establish, build and sustain professional contacts for the purpose of building networks of people with similar goals and interests.

• Participate in financial planning and budget preparation.

• Monitor the financial performance of teams within the Department; track, monitor, and evaluate budget for all line items.

• Work with financial personnel within CNMC and outside stakeholders to ensure compliance with departmental budget.

• Design and produce statistical and financial data/reports to support the operation of the Department and to guide its future initiatives.

• Track revenue/expense increases/decreases and participate in decision-making as to appropriate actions and facilitate necessary actions.

• Explore new methods to improve operations and work with various constituencies to gain acceptance and support implementation efforts.

• See the potential in and understand the use of resources and decision-support tools in process and performance improvement.

• Communicate operational issues and progress towards goals to ITSM Manager and others as appropriate.

• Facilitate follow-through to action items.

• Anticipate and responds to customer needs; follows up until needs are met

• Demonstrate collaborative and respectful behavior

• Partner with all team members to achieve goals

• Receptive to others' ideas and opinions

• Contribute to a positive work environment

• Demonstrate flexibility and willingness to change

• Identify opportunities to improve clinical and administrative processes

• Make appropriate decisions, using sound judgment

• Use resources efficiently

• Search for less costly ways of doing things

• Speak up when team members appear to exhibit unsafe behavior or performance

• Continuously validate and verify information needed for decision making or documentation

• Stop in the face of uncertainty and takes time to resolve the situation

• Demonstrate accurate, clear and timely verbal and written communication

• Actively promote safety for patients, families, visitors and co-workers

• Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance