Senior Manager, ServiceNow Platform

Job Description Summary Mosaic Health is seeking a Senior Manager, Service Now Platform to lead the administration, governance, and continuous improvement of the enterprise Service Now environment. This is the operational and strategic lead for Service Now 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 Service Now 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 Service Now 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 Service Now 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 Service Now environment is stable, compliant, and governed to Mosaic’s standards.

Key Responsibilities Qualifications Experience5 + years of experience in enterprise service management, ITSM platforms, or Service Now administration and development3+ years of hands-on Service Now 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 Service Now governance, change management, and release management in a complex organizational environment

Experience supporting ITSM operations in a multi-site or distributed organization

Preferred Experience Service Now  Certified System Administrator (CSA) or equivalent certification

Experience in healthcare, life sciences, or another highly regulated industry

Exposure to Service Now 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 Service Now 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:$to$
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