Job Description

Lead the Future of Enterprise Workflow Automation and Digital Service Delivery

We are seeking an experienced ServiceNow Platform Owner to join our Digital Technology Services (DTS) team. In this role, you will serve as the strategic and technical owner of the ServiceNow platform, partnering with technology leaders, business stakeholders, and governance teams to maximize the value of ServiceNow across the organization.

The Platform Owner will have responsibility for the overall ServiceNow platform and will work with DTS leadership and governance to support the overall ServiceNow roadmap. The Platform Owner will define how ServiceNow will evolve to support the DTS business strategy.

What You'll Do

• Ensures platform alignment with the business strategy, roadmap, and platform governance policies.
• Leads the design, configuration, implementation, and ongoing enhancement of ServiceNow modules (e.g., ITSM, SPM).
• Presides over the technical governance board and is involved in all governance components.
• Evaluates new ServiceNow features, releases, and integrations; recommends adoption of new capabilities.
• Works in conjunction with ServiceNow team to review design configuration decisions to ensure a seamless user experience that aligns with the platform design strategy consumption.
• Leads or supports special projects, integrations, and process automation initiatives.
• Partners with ServiceNow architecture and delivery teams by collaborating to protect platform health and to ensure technical decisions support functional intent and roadmap.
• Drives continuous improvement of ServiceNow processes and service capabilities with a focus on efficiency, user experience, and cost optimization.
• Translates business strategy into platform capabilities by partnering with other DTS teams and functional areas.
• Works with DTS Governance to determine platform standards to ensure the platform supports “how the business actually works”.
• Utilizes dashboards and reporting capabilities to communicate platform health.
• Develops and manages platform budget, licensing, and vendor relationships.
• Manages ServiceNow documentation, including platform standards, best practices, procedures, and operations manuals. Educates stakeholders on ServiceNow capabilities, governance, and usage.
• Works with DTS Governance to set functional direction and prioritization to determine which use cases belong on ServiceNow by prioritizing outcomes over features.
• Collaborates with customers to determine when to adopt OOB vs extend vs build to ensure consistent experiences across services and workflows.
• Facilitates the platform with an “automation-first” approach to all development to relieve teams of any administrative work.
• Focus is always on delivering value and consistency to the user base. Reviews all new upgrades, optimizations or maintenance of business activities making sure all work enables customers to deliver business outcomes.

What We're Looking For

• 10+ years of experience in technology leadership, enterprise systems, or IT operations

• 7+ years of hands-on ServiceNow experience

• 2+ years of ServiceNow architecture experience

• 2+ years of ServiceNow development experience
• ServiceNow Certified System Administrator (CSA) required

• Strong understanding of ServiceNow platform architecture, governance, and administration

• Experience implementing and supporting modules such as ITSM, SPM, or other enterprise ServiceNow solutions

• Ability to translate business strategy into scalable platform capabilities and solutions

• Experience leading enterprise platform roadmaps, prioritization efforts, and governance processes

• Excellent communication skills with the ability to present technical concepts to business and executive audiences

• Ability to independently identify opportunities, develop solutions, and lead initiatives from concept to execution

What We Offer

• A highly visible leadership role with ownership of a critical enterprise platform

• The opportunity to shape the future of workflow automation and service delivery across the organization

• Influence over platform strategy, governance, architecture, and long-term technology direction

• Collaboration with executive leaders, architects, engineers, and business stakeholders

• Opportunities to drive innovation, automation, and digital transformation initiatives

• A culture that values strategic thinking, continuous improvement, and customer-focused solutions

• Professional growth through platform leadership, enterprise initiatives, and emerging technologies

• A stable healthcare organization committed to leveraging technology to improve operational excellence and service delivery

• The ability to make a measurable impact by delivering solutions that help teams work more effectively and efficiently every day