Program Manager

Title: ServiceNow Program Manager (Epic Integration & Service Desk Transformation) Compensation : $60-65/hr approx. Location : Remote EST schedule (some travel to MD during go-live Q4 2027, expensed) Schedule : M-F day shift, core hours (EST); 40hrs/wk (OT not expected but may be available throughout assignment) Duration : 12mo W2 contract, potential for extensions and/or conversion to FTE Interview Process 1 & Done (virtual - MS Teams) Interview Times: Weds 10/7 9AM, 10AM, 11AM, Fri 10/9 9AM, 10AM, 11AM Start Date ASAP (1-3 weeks after offer acceptance, based on candidate availability & onboarding completion speed) Job Summary Seeking an experienced ServiceNow Program Manager to lead the integration of ServiceNow and Epic EMR while driving service desk transformation initiatives across the organization. This individual will partner with IT, clinical, operational, and vendor stakeholders to improve support workflows, drive platform adoption, and modernize service delivery. The ideal candidate brings a strong combination of ServiceNow, healthcare IT knowledge, and experience working within Epic environments. This role is focused on strategy, governance, stakeholder management, vendor oversight, and execution leadership rather than hands-on ServiceNow development or Epic configuration. Must-Have Qualifications 7+ years of project or program management experience supporting enterprise IT initiatives, preferably within healthcare environments Experience leading ServiceNow implementations, integrations, or service desk transformation initiatives within healthcare environments Experience implementing self-service, ticket automation, knowledge management, or workflow optimization solutions designed to reduce help desk call volume and improve end-user support experiences Experience modernizing IT service management (ITSM) processes, including incident management, request fulfillment, knowledge management, or self-service portals Strong understanding of healthcare IT operations and service desk workflows Experience overseeing complex technology initiatives involving multiple stakeholder groups, vendors, and application teams Experience leading cross-functional teams across applications, infrastructure, security, and operations Experience managing vendors, implementation partners, and third-party resources Strong stakeholder management, executive communication, and change management experience Preferred Qualifications ServiceNow certifications (CSA, CIS-ITSM, CIS-CSM, CAD, etc.) Experience working within Epic EMR environments or supporting Epic-related initiatives Experience with ServiceNow Virtual Agent, AI capabilities, and workflow automation Experience modernizing service desk or support operations PMP, PgMP, Agile, Lean, or related certifications Key Responsibilities Lead the ServiceNow and Epic EMR integration program from planning through deployment and stabilization Design and oversee integration strategies between Epic and ServiceNow, enabling streamlined incident submission, self-service support, knowledge article access, and automated workflows directly within the Epic user experience Provide leadership and oversight for ServiceNow implementation, enhancement, and optimization efforts executed by internal teams and implementation partners Partner with Epic, IT, service desk, and operational teams to improve support processes and end-user experience Coordinate activities across ServiceNow, Epic, Infrastructure, Security, Clinical, and third-party teams to ensure successful delivery and adoption Develop and manage program roadmaps, timelines, risks, dependencies, and stakeholder communications Implement workflow automation, self-service capabilities, and support process improvements Lead organizational change management, user adoption, and training initiatives Establish and track KPIs related to service delivery, platform adoption, help desk call reduction, and operational performance Identify opportunities for continuous improvement, automation, and service modernization #J-18808-Ljbffr