Job Description Summary
Mosaic Health is seeking a Senior Manager, ServiceNow Platform to lead the administration, governance, and continuous improvement of the enterprise ServiceNow environment. This is the operational and strategic lead for ServiceNow at Mosaic, accountable for ensuring the platform effectively supports IT service management, enterprise workflow automation, and the broader service delivery experience across the organization.
Reporting to the AVP, Enterprise Platforms & Applications, the Senior Manager leads a team of ServiceNow administrators and developers responsible for ITSM configuration, service catalog management, workflow automation, and platform stability. This role partners closely with IT operations, the service desk, and business stakeholders to ensure ServiceNow is not just maintained but actively expanded to meet the operational demands of a growing, multi-site health system.
The right candidate brings hands-on ServiceNow platform expertise, demonstrated governance discipline, and the leadership presence to drive adoption and accountability across a complex organizational environment. This role requires someone who understands both the technical depth of the platform and the service delivery context in which it operates.
How will you make an impact & Requirements
Organizational Scope
ITSM & Service Catalog
Incident, Request, Change, Service Portal
Owns ITSM module configuration, service catalog governance, and the employee self-service experience. Ensures incident, request, change, and problem management workflows are current, effective, and aligned to Mosaic’s operational standards.
Workflow Automation
Business Process Automation, Integrations
Leads development and maintenance of workflow automations that improve operational efficiency across IT and business functions. Partners with stakeholders to identify and automate high-value manual processes.
Platform Administration
Upgrades, Health, Security, Governance
Maintains platform health, security configuration, and upgrade cycles. Ensures the ServiceNow environment is stable, compliant, and governed to Mosaic’s standards.
Key Responsibilities
Qualifications
Experience
- 5+ years of experience in enterprise service management, ITSM platforms, or ServiceNow administration and development
- 3+ years of hands-on ServiceNow platform experience, including ITSM module configuration, service catalog management, and workflow development
- Experience leading or coordinating a team of platform administrators or ITSM practitioners
- Demonstrated experience with ServiceNow governance, change management, and release management in a complex organizational environment
- Experience supporting ITSM operations in a multi-site or distributed organization
Preferred Experience
- ServiceNow Certified System Administrator (CSA) or equivalent certification
- Experience in healthcare, life sciences, or another highly regulated industry
- Exposure to ServiceNow ITOM, HR Service Delivery, or other non-ITSM module implementations
- Familiarity with ITIL frameworks and their practical application in an enterprise service management environment
- Experience supporting organizational growth, M&A integration, or system onboarding activity
Skills & Competencies
- Strong ServiceNow platform knowledge, including ITSM configuration, workflow scripting, and service catalog design
- Operational discipline with a strong orientation toward governance, documentation, and platform standards
- Effective communicator with IT and business stakeholders — able to translate technical platform capabilities into service delivery outcomes
- Demonstrated ability to lead a small team, manage competing priorities, and deliver against a prioritized backlog
- Service-oriented mindset with a genuine focus on employee and end-user experience as the measure of platform success
Compensation:
$137,150.00
to
$205,724.00
