Senior Manager, ServiceNow Platform

Job Description Summary ‎ Mosaic Health is seeking a Senior Manager, ServiceNow Platform to lead the administration, governance, and continuous improvement of the enterprise ServiceNow environment. This is the operational and strategic lead for ServiceNow at Mosaic, accountable for ensuring the platform effectively supports IT service management, enterprise workflow automation, and the broader service delivery experience across the organization. Reporting to the AVP, Enterprise Platforms & Applications, the Senior Manager leads a team of ServiceNow administrators and developers responsible for ITSM configuration, service catalog management, workflow automation, and platform stability. This role partners closely with IT operations, the service desk, and business stakeholders to ensure ServiceNow is not just maintained but actively expanded to meet the operational demands of a growing, multi-site health system. The right candidate brings hands-on ServiceNow platform expertise, demonstrated governance discipline, and the leadership presence to drive adoption and accountability across a complex organizational environment. This role requires someone who understands both the technical depth of the platform and the service delivery context in which it operates. ‎ How will you make an impact & Requirements ‎ Organizational Scope ITSM & Service Catalog Incident, Request, Change, Service Portal Owns ITSM module configuration, service catalog governance, and the employee self-service experience. Ensures incident, request, change, and problem management workflows are current, effective, and aligned to Mosaic’s operational standards. Workflow Automation Business Process Automation, Integrations Leads development and maintenance of workflow automations that improve operational efficiency across IT and business functions. Partners with stakeholders to identify and automate high-value manual processes. Platform Administration Upgrades, Health, Security, Governance Maintains platform health, security configuration, and upgrade cycles. Ensures the ServiceNow environment is stable, compliant, and governed to Mosaic’s standards. Key Responsibilities Qualifications Experience 5+ years of experience in enterprise service management, ITSM platforms, or ServiceNow administration and development 3+ years of hands-on ServiceNow platform experience, including ITSM module configuration, service catalog management, and workflow development Experience leading or coordinating a team of platform administrators or ITSM practitioners Demonstrated experience with ServiceNow governance, change management, and release management in a complex organizational environment Experience supporting ITSM operations in a multi-site or distributed organization Preferred Experience ServiceNow Certified System Administrator (CSA) or equivalent certification Experience in healthcare, life sciences, or another highly regulated industry Exposure to ServiceNow ITOM, HR Service Delivery, or other non-ITSM module implementations Familiarity with ITIL frameworks and their practical application in an enterprise service management environment Experience supporting organizational growth, M&A integration, or system onboarding activity Skills & Competencies Strong ServiceNow platform knowledge, including ITSM configuration, workflow scripting, and service catalog design Operational discipline with a strong orientation toward governance, documentation, and platform standards Effective communicator with IT and business stakeholders — able to translate technical platform capabilities into service delivery outcomes Demonstrated ability to lead a small team, manage competing priorities, and deliver against a prioritized backlog Service-oriented mindset with a genuine focus on employee and end-user experience as the measure of platform success ‎ Compensation: $137,150.00 to $205,724.00 Beware of fraudulent job postings: While Mosaic Health job advertisements may be found on many sites, our current openings page and its associated Workday account are the only places we accept applications for open roles. If you suspect a job post is fraudulent, please let us know at View email address on click.appcast.io. Mosaic Health is a national care delivery platform focused on expanding access to comprehensive primary care for consumers with coverage across Commercial, Individual Exchange, Medicare, and Medicaid health plans. Learn More about Mosaic Health Learn More about Millennium Physician Group Learn More about CareMore Health Learn More about Castlight Health Learn More about Vera Whole Health