Senior Director – ServiceNow Platform and Development

Role Overview

• Define and execute the multi-year ServiceNow platform roadmap
• Establish and enforce governance models across ServiceNow modules, including ITSM, ITOM, HRSD, CSM, SecOps, and GRC
• Ensure architectural integrity and prevent platform sprawl
• Align ServiceNow initiatives with enterprise digital transformation strategy
• Drive adoption of out-of-box capabilities while minimizing over-customization
• Lead internal developers, administrators, architects, and third-party partners
• Establish development standards, code review practices, and CI/CD discipline
• Ensure compliance with ServiceNow best practices and upgrade readiness
• Oversee integrations with EHR, ERP, and other healthcare systems
• Maintain documentation, configuration management, and manage technical debt backlog
• Develop and manage the enterprise ServiceNow demand intake process
• Prioritize initiatives based on strategic value, compliance, risk, and ROI
• Implement structured sprint and release planning methodologies
• Own capacity planning across development, administration, QA, and architecture teams
• Forecast staffing needs, including FTEs and vendor resources
• Partner with Finance to manage platform costs and optimize licensing
• Develop executive dashboards showing roadmap progress, sprint velocity and predictability, backlog health/ageing, budget performance, risk indicators, and value realization metrics
• Translate technical delivery status into business impact through clear narrative summaries
• Present regular platform performance reviews to executive leadership
• Establish KPIs tied to automation gains, ticket reduction, SLA improvement, and workflow efficiency
• Ensure platform configurations support HIPAA and 21st Century Cures Act interoperability where applicable
• Partner with Security and Compliance teams for audit readiness
• Oversee role-based access control, and data governance within ServiceNow
• Support SOX controls and internal audit documentation as required
• Manage platform budget, including licenses, vendors, and development resources
• Track automation ROI and operational efficiency gains
• Reduce shadow IT workflow tools and drive platform consolidation
• Deliver measurable reductions in manual processes across departments
• Promotes Elara Caring’s philosophy, mission statement and administrative policies to ensure quality of care
• Maintains patient and staff privacy and confidentiality pursuant to HIPAA Privacy Final Rule
• Performs other duties/projects as assigned

Requirements

• Experience with enterprise resource capacity planning and allocation
• Ability to establish and apply project prioritization frameworks aligned to strategic objectives
• Strong knowledge of risk management methodologies and mitigation planning
• Experience tracking and measuring benefits realization across programs and initiatives
• Ability to design and implement enterprise governance structures
• Expertise in ROI modeling, capital planning, and financial performance analysis
• Demonstrated ability to drive margin improvement and operational efficiency initiatives
• Working knowledge of healthcare reimbursement models, including Medicare, Medicaid, and managed care environments
• Experience developing executive dashboards for reporting, decision-making, and performance tracking
• Experience supporting EHR optimization initiatives and clinical or operational technology platforms
• Proficiency with data visualization and reporting tools such as Power BI or Tableau
• Familiarity with HL7 and FHIR integration standards
• Experience with CRM and care coordination platforms
• Foundational understanding of data architecture principles and analytics strategy
• Executive presence with the ability to engage senior leadership and stakeholders
• Strong structured and concise communication skills
• Demonstrated change management capability within complex organizations
• Ability to translate operational and technical details into strategic business insights
• Proven ability to influence stakeholders without direct reporting authority
• Deep expertise across multiple ServiceNow modules, including ITSM, ITOM, HRSD, CSM, SecOps, GRC, CMDB architecture, Integration Hub, Flow Designer, and Performance Analytics
• Strong understanding of REST and SOAP integrations and enterprise API strategy
• Experience supporting DevOps and CI/CD practices within the ServiceNow ecosystem
• Working knowledge of Agile and Scrum delivery methodologies
• Experience managing ServiceNow platform upgrade and lifecycle management processes

Tech Stack

• ERP
• ITSM
• ServiceNow
• SOAP
• Tableau

Benefits

• Competitive compensation package
• Tuition reimbursement for full-time staff and continuing education opportunities for all employees at no cost
• Opportunities for advancement
• Comprehensive insurance plans for medical, dental, and vision benefits
• 401(K) with employer match
• Paid time off, paid holidays, family, and pet bereavement
• Pet insurance