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SERVICENOW - PROGRAM MANAGER
The Program Manager provides expert platform-specific services leveraging their technical, management, and leadership skills to ensure success and aide their client in meeting their organizational goals.
Key Responsibilities
Perform professional services for Nordic and its affiliates in alignment with the expectations of Nordic and each applicable client, including but not limited to:
- Lead the planning, execution, and delivery of a multi-wave ServiceNow implementation program, ensuring alignment with business objectives, scope, budget, and timelines.
- Establish and drive overall program governance, including project plans, RAID logs (risks, assumptions, issues, dependencies), status reporting, and executive communications.
- Manage the successful delivery of modules, including: IT Service Management (ITSM), IT Asset Management (ITAM), HR Service Delivery (HRSD), IT Operations Management (ITOM), Hardware Asset Management (HAM), and Software Asset Management (SAM)
- Collaborate with executive sponsors, business stakeholders, IT leadership, process owners, and implementation partners to define priorities and ensure organizational readiness.
- Oversee multiple workstreams and cross-functional teams, ensuring dependencies are identified and managed across all implementation waves.
- Facilitate requirements gathering, solution design reviews, and key decision-making sessions to support business and technical objectives.
- Monitor program health, proactively identifying and mitigating risks, issues, resource constraints, and schedule impacts.
- Manage vendor and consulting partner relationships, ensuring adherence to project milestones, deliverables, and quality standards.
- Drive change management, communication, training, and adoption activities to promote successful platform adoption and business transformation.
- Track program financials, resource utilization, and project performance metrics, providing regular updates to leadership and steering committees.
- Ensure compliance with enterprise architecture, security, governance, and ServiceNow platform best practices.
- Develop and maintain a roadmap for future implementation waves, incorporating lessons learned and continuous improvement opportunities.
Skills and Experience
- Bachelor’s degree or equivalent combination of education and experience required.
- Relevant training, certification, or accreditation required.
- 8+ years of project/program management experience, including leading large-scale enterprise technology implementations.
- 3+ years of experience managing ServiceNow implementation programs or related IT transformation initiatives.
- Strong understanding of ServiceNow modules, including: IT Service Management (ITSM), IT Asset Management (ITAM), HR Service Delivery (HRSD), IT Operations Management (ITOM), Hardware Asset Management (HAM), and Software Asset Management (SAM)
Experience leading or supporting ServiceNow implementations within healthcare organizations, with a strong understanding of healthcare operational workflows, compliance considerations, and stakeholder environments
- Experience managing complex, multi-phase or multi-wave transformation initiatives.
- Experience leading ServiceNow platform transformations across multiple business units and enterprise-wide deployments.
- Ability to effectively engage and communicate with executive stakeholders, business leaders, technical teams, and external consulting partners.
- PMP, PgMP, Agile, and/or ServiceNow certifications preferred.
Additional Details
- Work may be performed remotely or onsite in a professional office environment, healthcare, or other industry-specific facility
- Travel up to 100% of the time, or as Nordic or client needs dictate
- Position generally necessitates travel outside of scheduled work hours including nights or weekends; travel interruptions may occur
- Work schedule will vary based on Nordic or client needs, and may include weekdays, weekends, holidays, after-hours, on-call, or long hours
- Must be available for calls, emails, and consults regularly and outside of scheduled work hours to support the client and communicate with Nordic staff as necessary
- Timely entry of time and expenses required in accordance with Nordic and client policy
- Status reporting and project handoff documentation as required by Nordic or client
- Provide equipment necessary to perform job functions in accordance with Nordic and client policy
- Complete all Nordic and client required training and education in timely manner
- Respond to communication from Nordic management team and other corporate team members in a timely and complete manner
- May be invited to attend corporate functions as a representative of the company to meet prospective consultants, as well as solidify relationships with client and Nordic co-workers
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Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.
