Manager, ITSM Platform Management

Manager of ITSM Platform Management – Highmark Health Highmark Health is seeking an experienced and dynamic Manager of ITSM Platform Management to lead our global team of ServiceNow Developers and Administrators. This critical role will shape and execute our multi-year ITSM technology and AI strategy across various ServiceNow modules, including ITSM, HCLS, ITOM, ITAM, and emerging capabilities such as HRSD, CSM, and Financial Operations. Responsibilities Develop and execute a multi-year strategy for the ITSM platform, incorporating emerging technologies, particularly in AI and GenAI. Lead, mentor, and develop an international team of ServiceNow Developers and Administrators. Oversee design, development, implementation, and maintenance of the ServiceNow platform across ITSM, HCLS, ITOM, ITAM, and other relevant modules. Effectively manage demand and capacity for platform enhancements and projects. Drive talent acquisition efforts to grow team capabilities and close skill gaps. Deliver successful value-based outcomes from platform initiatives, demonstrating tangible business benefits. Develop and deliver clear, concise, and compelling presentations to VP-level and executive stakeholders. Research and evaluate new ServiceNow capabilities and emerging technologies for potential application within Highmark Health. Establish and enforce best practices for platform governance, development, and administration. Education Required: Bachelor’s Degree in Information Technology, Management Information Systems, Computer Science, or a closely related discipline. Preferred: Master’s Degree in a related discipline. Experience Required: 5 years in a leadership/mentoring role. 5 years of planning, implementing, maintaining, and growing capabilities within a relevant discipline. 3 years of developing, communicating, and presenting concepts to varying audiences. Preferred: Minimum of 5 years of experience in IT Service Management with at least 3 years in a leadership role managing technical teams, and a minimum of 3 years of ServiceNow platform implementation, configuration, and management experience. Proven track record of successfully leading and delivering value-based outcomes from enterprise-level ITSM platform initiatives. Strongly Preferred: Hands‑on experience or significant exposure to Now Assist Generative AI and Agentic AI use‑case implementations within an ITSM or related context. Licenses or Certifications Required: None. Preferred: None. Skills Exceptional written and verbal communication skills, with the ability to articulate complex technical concepts to non‑technical audiences, including executive leadership. Strong presentation skills, with experience delivering compelling stakeholder updates. Strategic thinker capable of translating business needs into technical solutions and long‑term roadmaps. Excellent leadership, coaching, and mentoring abilities. Strong analytical and problem‑solving skills. Ability to manage multiple priorities in a fast‑paced, dynamic environment. PMP, ITIL, Lean Six Sigma, and/or ServiceNow certifications are a plus. Travel Requirement 0% – 25% travel, including regular visits to various work sites. Pay Range Minimum: $118,400.00; Maximum: $196,800.00. Base pay is determined by a variety of factors including candidate qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. EEO Statement Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law. #J-18808-Ljbffr Highmark Health