Senior Manager, ServiceNow Platform

Senior Manager, ServiceNow Platform

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

Platform Administration & Operations

• Serve as the operational leader of the ServiceNow platform, responsible for configuration integrity, system health, and ongoing maintenance across all active modules
• Manage platform upgrades, patch cycles, and instance health in alignment with ServiceNow release cadence and Mosaic's operational requirements
• Maintain security configurations, access controls, and audit readiness across the ServiceNow environment
• Ensure platform documentation, configuration standards, and change history are current and accessible

ITSM & Service Catalog Governance

• Own the design, configuration, and ongoing governance of Mosaic's ITSM workflows, including incident, request, change, and problem management
• Manage the enterprise service catalog, ensuring catalog items are accurate, well-organized, and aligned to current service offerings
• Partner with the Director, IT Service Desk to ensure ServiceNow supports efficient Tier 1 service delivery and a high-quality employee self-service experience
• Establish and enforce ITSM configuration standards that support SLA performance, reporting, and continuous improvement

Workflow Automation & Platform Development

• Lead the identification, design, and development of workflow automations that reduce manual effort and improve operational efficiency across IT and business functions
• Partner with IT operations, HR, finance, and other business stakeholders to translate process improvement needs into ServiceNow solutions
• Ensure workflow solutions are scalable, well-documented, and built to Mosaic's configuration standards
• Evaluate and implement ServiceNow capabilities and modules that expand platform value across the organization

Team Leadership & Development

• Lead, develop, and hold accountable a team of ServiceNow administrators and developers
• Establish clear performance expectations, manage workload and priorities, and build a high-performing, service-oriented platform team
• Develop internal talent and build organizational capability across ServiceNow administration, development, and ITSM domains
• Foster a team culture grounded in accountability, continuous improvement, and a commitment to platform quality

Governance & Change Management

• Manage the ServiceNow change control and enhancement intake process, ensuring all platform changes are properly reviewed, tested, and approved
• Maintain a transparent backlog of active initiatives, enhancement requests, and deferred items
• Partner with IT leadership and business stakeholders to prioritize platform work against organizational demand
• Ensure governance documentation supports audit readiness and compliance requirements

Business Partnership & Adoption

• Serve as the primary ServiceNow technology partner to IT operations, the service desk, and business functions relying on the platform
• Drive platform adoption by ensuring capabilities are well-understood, accessible, and actively used by employees and IT staff
• Translate business process requirements into ServiceNow solutions, communicating tradeoffs and recommendations clearly to stakeholders
• Represent the ServiceNow platform in cross-functional planning and prioritization discussions

Security, Compliance & Data Integrity

• Ensure the ServiceNow platform operates in alignment with applicable security, compliance, and data governance requirements, including HIPAA
• Partner with IT Security to maintain appropriate access controls, data handling standards, and platform security posture
• Maintain data integrity across ITSM records, reporting outputs, and configuration management data

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