Description
We're a Little Different
Our mission is clear. We bring to life a healing ministry through our compassionate care and exceptional service.
At Mercy, we believe in careers that match the unique gifts of unique individuals – careers that not only make the most of your skills and talents, but also your heart. Join us and discover why Modern Healthcare Magazine named us in its “Top 100 Places to Work.”
Overview: ServiceNow - Senior Service Management Product Manager - ITIL
This position can be done Remote (Work from home).
*Please note that as of the posting date of this job announcement, Mercy is unable to offer immigration sponsorship or visa assistance for this position. We encourage all eligible candidates, including U.S. citizens, permanent residents, and those with existing work authorization, to apply.
- Ability to translate business requirements into detailed technical requirements
- Manage changes to requirements and resolve issues in innovative and practical ways
- Strong knowledge of all elements of the product development lifecycle
- Understands the capabilities and roadmap for the ServiceNow platform
- Maintains the feature roadmap for the service management platform
- Understands domain specific best practices for workflows supported on the ServiceNow platform
- Ensure stakeholders use the service management platform to its maximum potential
- Ensure all caregivers understand the process, policies, and functionality of the service management platform.
- Develops service management strategies, identifying resources, tools, and specialized support requirements to ensure operational and support processes are working in an optimal fashion.
- Determines critical success factors, KPI's and other effective ways to measure the success of and adherence to process.
- Supports Ministry goals by identifying opportunities for improvement and evaluating performance against industry best practices.
- Additional duties as assigned.
Qualifications:
- Experience: 8 years experience working with ServiceNow or similar platform
- Required Education: Bachelors degree in related field, specialized training, or equivalent work experience.
- Other: Solid understanding of Information Technology Service Management practices.Familiar with Software as a Service (SAAS), Cloud Architecture, Artificial Intelligence (AI) and Machine Learning (ML) technologiesProven ability to drive continuous service improvementEffective decision-making abilitiesExceptional communication, writing, and editing skillsStrong project management skillsetEffective meeting facilitator
- Preferred Qualifications:Certification(s):ITIL advanced certifications ServiceNow Certified System Administrator (CSA)
- Certification(s):Information Technology Infrastructure Library (ITIL) Foundation certification required or completed within one year of hire.Scrum Master certification required or completed within one year of hire.
We Offer Great Benefits:
Day-one comprehensive health, vision and dental coverage, PTO, tuition reimbursement and employer-matched retirement funds are just a few of the great benefits offered to eligible co-workers, including those working 32 hours or more per pay period!
We're bringing to life a healing ministry through compassionate care.
At Mercy, our supportive community will be behind you every step of your day, especially the tough ones. You will have opportunities to pioneer new models of care and transform the health care experience through advanced technology and innovative procedures. We're expanding to help our communities grow. Join us and be a part of it all.
What Makes You a Good Match for Mercy?
Compassion and professionalism go hand-in-hand with us. Having a positive outlook and a strong sense of advocacy is in perfect step with our mission and vision. We're also collaborative and unafraid to do a little extra to deliver excellent care – that's just part of our commitment. If that sounds like a good fit for you, we encourage you to apply.
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