Remote ServiceNow PM

Job Description

Insight Global is searching for a Service Now Program Manager to lead the strategic planning, implementation, integration, adoption, and operational optimization of the Service Now platform, with a primary focus on integrating Service Now’s Epic EMR Help with the greater EPIC infrastructure.. This individual will serve as the overall program lead for the design, build, testing, deployment, stabilization, and ongoing optimization of Service Now capabilities supporting clinical and operational workflows across the enterprise.

Key responsibilities include establishing program governance, project plans, milestones, risk-management processes, communication plans, and executive reporting; coordinating activities across Service Now, Epic, infrastructure, security, service desk, and operational support teams; facilitating steering committees and stakeholder governance forums; and managing implementation partners, consultants, vendors, and internal resources. This individual will partner with EPIC application teams to define support intake, routing, escalation, and workflow requirements while ensuring EPIC context, application information, and support ownership are accurately incorporated into Service Now processes.

The Program Manager will also help optimize service-desk operations through workflow automation, intelligent routing, self-service capabilities, knowledge-centered support, and AI-assisted tools. Additional responsibilities include developing change-management and user-adoption strategies, coordinating training and communication initiatives, monitoring adoption and operational metrics, leading post-go-live stabilization, and identifying opportunities for continuous improvement. The Program Manager will work closely with executive leaders, clinical stakeholders, operational teams, and IT leadership to translate business needs into scalable technical and operational solutions.

Skills and Requirements

Strong experience strategically leading the design, build, testing, deployment, and optimization of Service Now capabilities supporting EPIC and enterprise IT operations.

Experience specifically leading integration of EPIC EMR Help from Service Now into EPIC

Experience establishing program governance, project plans, milestones, risk management processes, communication plans, and executive reporting.

Experience partnering with various organizational leadership as well as EPIC application teams to define intake, routing, escalation, and workflow requirements.

Experience developing change-management, training, communication, and user-adoption strategies for enterprise technology implementations.

Holds a Bachelor’s Degree in Computer Science, Business or a related field

Experience developing workflow automation, intelligent routing, self-service capabilities, and knowledge-centered support practices.

Experience leveraging Service Now Virtual Agent or AI-assisted support capabilities.

Experience establishing KPI dashboards and reporting for platform performance, service delivery, adoption, and support outcomes.

Previous experience managing Service Now implementation partners, consultants, or vendors.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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