Director ServiceNow Platform

Job Overview

The Director, Service Now is responsible for the strategy, governance, maturity, operations, and value realization of the enterprise Service Now platform. This role leads the Service Now team, drives platform adoption and optimization, and ensures the platform delivers measurable business, operational, and financial outcomes. The role partners with IT, Security, Enterprise Architecture, Finance, Procurement, Operations, and business stakeholders to deliver scalable, secure, cost-effective Service Now solutions across ITSM, CMDB, Discovery, ITOM, ITAM, SPM/APM, GRC, and related capabilities.

• Define and manage Service Now platform OKRs aligned to enterprise priorities, operational goals, and business outcomes.
• Lead the Service Now platform roadmap, governance, maturity, and execution.
• Oversee platform upgrades, releases, configuration, integrations, performance, and stability.
• Provide direction for Service Now SPM and other platform capabilities.
• Leads Technology Enablement initiatives, Service Now capabilities, automation, AI enablement, integrations, and digital service capabilities across Digital & Technology Services and expand technology enablement opportunities outside IT teams.
• Own financial accountability for the Service Now platform, including budget, license utilization, vendor costs, and platform spend.
• Partner with Finance and Procurement on renewals, contracts, vendor performance, and investment decisions.
• Track value metrics including ROI, cost avoidance, automation benefits, adoption, efficiency, and productivity improvements.
• Lead Service Now administrators, developers, engineers, analysts, and product resources.
• Communicate OKRs, priorities, risks, progress, financial impact, and outcomes clearly.
• Drive adoption, alignment, and continuous improvement across Service Now capabilities.
• Establish and mature Service Now governance, standards, and best practices.
• Stay current with Service Now releases, trends, capabilities, and best practices.
• Proactively identify opportunities to improve automation, efficiency, reporting, compliance, cost management, and platform value.

• B.S./B.A. or Combination Education & Experience with a combined experience in business and technology operations
• 5 years leadership experience with increasing levels of accountability
• Experience leading Service Now platform, roadmap, governance, configuration, and adoption
• Proven management experience leading Service Now platform, product, administrator, developer, or analyst teams
• Strong leadership, coaching and mentoring skills
• Excellent oral, written, and interpersonal communication and presentation skills
• Ability to partner with IT, Security, Enterprise Architecture, Operations, and business stakeholders to deliver Service Now solutions
• Ability to facilitate problem solving among groups with varying needs and priorities
• Excellent analytical skills

• M.A./M.S. in Business Administration or related field
• Experience delivering Service Now capabilities with measurable outcomes in quality, cost, adoption, and service performance
• Experience with in the Healthcare Industry
• Experience in a large, complex organization
• Experience with Service Now ITSM, CMDB, Discovery, ITOM, ITAM,

Fairview offers a generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick and Safe Time, tuition reimbursement, retirement, early access to earned wages, and more! Please follow this link for additional information: https://(Use the "Apply for this Job" box below)./noncontract

The posted pay range is for a 40-hour workweek (1.0 FTE). The actual rate of pay offered within this range may depend on several factors, such as FTE, skills, knowledge, relevant education, experience, and market conditions. Additionally, our organization values pay equity and considers the internal equity of our team when making any offer. Hiring at the maximum of the range is not typical.

If your role is eligible for a sign-on bonus, the bonus program that is approved and in place at the time of offer, is what will be honored.

EEO/Vet/Disabled:
All qualified applicants will receive consideration without regard to any lawfully protected status

$- $ Annual