JOB SUMMARY
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 be instrumental in shaping and executing our multi-year ITSM technology and AI strategy across various ServiceNow modules, including ITSM, HCLS, ITOM, ITAM, and the exploration of new capabilities like HRSD, CSM, and Financial Operations. The successful candidate will drive innovation, optimize platform performance, and ensure the delivery of value-based outcomes that align with Highmark Health's strategic objectives.
ESSENTIAL RESPONSIBILITIES
- Strategic Leadership: Develop and execute a multi-year strategy for the ITSM platform, incorporating emerging technologies, particularly in AI and GenAI, to enhance service delivery and operational efficiency.
- Team Management: Lead, mentor, and develop an international team of ServiceNow Developers and Administrators, fostering a culture of high performance, collaboration, and continuous improvement.
- Platform Oversight: Oversee the design, development, implementation, and maintenance of the ServiceNow platform across ITSM, HCLS, ITOM, ITAM, and other relevant modules.
- Demand & Capacity Management: Effectively manage demand and capacity for platform enhancements and projects, ensuring resources are optimally allocated to meet strategic priorities.
- Talent Acquisition & Development: Drive talent acquisition efforts to grow the team's capabilities, identify skill gaps, and implement development plans to ensure the team can meet future strategic needs.
- Value Realization: Accountable for delivering successful value-based outcomes from platform initiatives, demonstrating tangible business benefits.
- Stakeholder Communication: Develop and deliver clear, concise, and compelling presentations to VP-level and executive stakeholders, providing regular updates on strategy, progress, and performance.
- Innovation & Exploration: Actively research and evaluate new ServiceNow capabilities and emerging technologies (e.g., HRSD, CSM, Financial Operations, GenAI, Agentic AI) for potential application within Highmark Health.
- Governance & Best Practices: Establish and enforce best practices for platform governance, development, and administration, ensuring scalability, security, and stability.
EDUCATION
Required
- Bachelor’s Degree in Information Technology, Management Information Systems, Computer Science or closely related discipline
Substitutions
- None
Preferred
- Master’s Degree in Information Technology, Management Information Systems, Computer Science or closely related discipline
EXPERIENCE
Required
- 5 years in a leadership / mentoring role
- 5 years of planning, implementing, maintaining and growing capabilities within relevant discipline
- 3 years of developing, communicating and presenting concepts to varying audience
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 a proven ability to develop and deliver compelling stakeholder updates.
- Strategic thinker with the ability to translate 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.
Language (Other than English):
None
Travel Requirement:
0% - 25%
PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS
Position Type
Pittsburgh, PA (Hybrid) or Camp Hill, PA (Hybrid) or Fully Remote option
Teaches / trains others regularly
Occasionally
Travel regularly from the office to various work sites or from site-to-site
Occasionally
Works primarily out-of-the office selling products/services (sales employees)
Never
Physical work site required
Yes
Lifting: up to 10 pounds
Constantly
Lifting: 10 to 25 pounds
Occasionally
Lifting: 25 to 50 pounds
Never
Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.
Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.
As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.
Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.
Pay Range Minimum:
$118,400.00Pay Range Maximum:
$196,800.00Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.
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.
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Top Skills
What We Do
Highmark Health, a Pittsburgh, PA based enterprise that employs more than 40,000 people who serve millions of Americans across the country, is the second largest integrated health care delivery and financing network in the nation based on revenue. Highmark Health is the parent company of Highmark Inc., Allegheny Health Network, and HM Health Solutions. Highmark Inc. and its subsidiaries and affiliates provide health insurance to nearly 5 million members in Pennsylvania, West Virginia and Delaware as well as dental insurance, vision care and related health products through a national network of diversified businesses that include United Concordia Companies, HM Insurance Group, and Visionworks. Allegheny Health Network is the parent company of an integrated delivery network that includes eight hospitals, more than 2,800 affiliated physicians, ambulatory surgery centers, an employed physician organization, home and community-based health services, a research institute, a group purchasing organization, and health and wellness pavilions in western Pennsylvania. HM Health Solutions focuses on meeting the information technology platform and other business needs of the Highmark Health enterprise as well as unaffiliated health insurance plans by providing proven business processes, expert knowledge and integrated cloud-based platforms. A national blended health organization, Highmark Health and our leading businesses support millions of customers with products, services and solutions closely aligned to our mission of creating remarkable health experiences, freeing people to be their best. Headquartered in Pittsburgh, we're regionally focused in Pennsylvania, Delaware, West Virginia and New York, with customers in all 50 states and the District of Columbia. We passionately serve individual consumers and fellow businesses alike. Our companies cover a diversified spectrum of essential health-related needs, including health insurance, health care delivery, population health management, dental solutions, reinsurance solutions, and innovative technology solutions. We’re also proud to carry forth an important legacy of compassionate care and philanthropy that began more than 170 years ago. This tradition of giving back, reinvesting and ensuring that our communities remain strong and healthy is deeply embedded in our culture, informing our decisions every day.
