ServiceNow Technical Manager Technology, Technology and Digital

Baptist Health is the region’s largest not‑for‑profit healthcare organization, with 12 hospitals, over 28,000 employees, 4,500 physicians and 200 outpatient centers, urgent care facilities and physician practices across Miami‑Dade, Monroe, Broward and Palm Beach counties. With internationally renowned centers of excellence in cancer, cardiovascular care, orthopedics and sports medicine, and neurosciences, Baptist Health is supported by philanthropy and driven by its faith‑based mission of medical excellence.

For 25 years, we’ve been named one of Fortune’s 100 Best Companies to Work For, and in the 2024‑2025 U.S. News & World Report Best Hospital Rankings, Baptist Health was the most awarded healthcare system in South Florida, earning 45 high‑performing honors.

What truly sets us apart is our people. At Baptist Health, we create personal connections with our colleagues that go beyond the workplace, and we form meaningful relationships with patients and their families that extend beyond delivering care. Many of us have walked in our patients’ shoes ourselves and that shared experience fuels our commitment to compassion and quality. Our culture is rooted in purpose, and every team member plays a part in making a positive impact – because when it comes to caring for people, we’re all in.

The primary purpose of this role is to lead a team responsible for the strategy, delivery, and operational health of the Service Now platform within a large, complex healthcare organization. This role oversees the design, configuration, integration, and continuous optimization of Service Now solutions that support clinical, operational, and administrative workflows, ensuring alignment with patient care priorities, enterprise operations, and regulatory requirements.

This position owns the Service Now platform and automation roadmap, including the responsible adoption of AI‑enabled capabilities to improve service reliability, operational efficiency, and decision‑making across the healthcare enterprise. The manager partners closely with clinical leadership, T&D, and business stakeholders to identify and prioritize opportunities for intelligent automation, predictive insights, and workflow optimization while ensuring transparency, safety, and compliance.

As a people leader, this role is accountable for building and developing high‑performing teams while removing barriers to execution. The manager provides strategic insight and recommendations that influence portfolio planning, investment decisions, platform governance, and AI adoption. Success in this role requires a strong blend of technical expertise, healthcare domain knowledge, and strategic leadership, enabling scalable, secure, and data‑driven solutions that enhance both Technology operations and clinical service delivery.

Estimated salary range for this position is $ – $ per year depending on experience.

• Bachelor's degree.

• Bachelor’s degree in Engineering, Computer Science or related field.
• 6+ years experience with Engineering People Leadership and Development or related.
• Demonstrated ownership of Service Now platform strategy, including ITSM, CMDB, Service Catalog, workflow automation, and AI‑enabled capabilities (e.g., predictive intelligence, virtual agents, and intelligent routing).
• Strong understanding of healthcare operations and clinical workflows, including the downstream impact of technology performance on patient safety and clinician efficiency.
• Experience leading enterprise integrations with clinical and administrative systems using REST/SOAP APIs, Integration Hub, middleware, and healthcare data standards (e.g., HL7, FHIR).
• Proven ability to define and execute automation and AI roadmaps aligned to organizational strategy, financial stewardship, and operational priorities.
• Expertise in monitoring, analytics, and performance management to enable proactive issue detection, trend analysis, and continuous improvement in a 24×7 healthcare environment.
• Deep knowledge and understanding of emerging trends in software engineering.
• Expertise with automation, monitoring and log analysis tools to manage operations.
• Experienc…