17 days old

ServiceNow Manager

Cleveland Clinic
Beachwood, OH 44122

Job Summary:

ServiceNow Manager supporting ServiceNow and its encompasses applications. This person will be the face of the application which is Enterprise wide including Facilities, Clinical Engineering, ITD and many Institutes.

Manages the caregivers within the assigned area and holds them accountable to the deliverables and standards of a high performing team. Promotes the continued education, training, and refinement of the department staff. Communicates appropriate corporate compliance standards and procedures for all department employees. Supervises team(s) and administers performance reviews and evaluations, staff counseling, and growth, etc. for the team(s). Manages, organizes, and plans the activities of the team(s). Provides input to the department IT technology plan. Responsible in accomplishing the team goals and objectives. A portion of the time for this role may be allocated towards work and product line deliverables. Partners with the product director and cross-team collaboration to ensure successful delivery of work by teams. Accountable for providing feedback to support the product director in advising strategy for our customers for the respective services. This position has budgetary and human resource responsibilities for their team.


Job Responsibilities:

  • Supervises team(s) and administers performance reviews and evaluations, staff counseling, etc. for assigned staff.
  • Accountable for documenting and maintaining departmental operational policies and procedures.
  • Accountable for managing contractors as part of squads in support of financial stewardship.
  • Responsible for budget management of team in support of financial stewardship.
  • Leads all human resources responsibilities for assigned staff.
  • Promotes the continued education, training, and development of staff.
  • Communicates appropriate corporate compliance standards and procedures for all employees.
  • May deliver work solutions and deliverables as part of a squad.
  • Supports the execution of agile practices throughout squads in partnership with Domain Advisor
  • Responsible for overall employee engagement and professional development across respective squads. Provides leadership to direct and indirect reports.
  • Responsible to build operating and capital budgets, review finances on a monthly basis, disclose reasons for variances to leadership, drive efficiencies in the business, and achieve all financial goals.
  • Other duties as assigned.


    • Bachelor's degree in Computer Science, Management Information Systems or Business Administration or related field required.


      • Applicable certifications within healthcare and information technology are preferred but not required. Examples (PMP, CPHIMS).
      • ITIL Foundations certification required within 6 months of position start date.

        Competencies (Complexity of Work):

        • Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision.
        •  Must be able to take appropriate action in a stressful environment.
        • Demonstrated ability to work in a fast-paced environment and be flexible and agile to meet business objectives.
        • Possesses Serving Leadership skills beyond technical expertise leadership.

          Work Experience:

          • Minimum of 4 years of functionally related technical experience leading people, process, or technology.
          • An additional two years of leading people may offset the degree requirement.
          • Demonstrated experience with financial budget planning, managing, analysis and reporting.
          • Experience in understanding human resources practices to include recruitment and retention conflict resolution, group dynamics, diversity understanding etc.

            Preferred Qualifications:

            • Experience with ServiceNow would be preferred.  This person will be the manager of the ServiceNow team. 
            • Experience managing an application, Agile/Scrum skills, ITIL Practitioner would be preferred.

              Physical Requirements:

              • Typical physical demands include a moderate degree of dexterity to produce materials on a computer.
              • This position requires normal or corrected vision and hearing and the ability to verbally communicate with employees and patients.
              • Physical demands include office work and the mobility sufficient to attend meetings throughout the Clinic.
              • This position must be available after hours for support.

                Personal Protective Equipment:

                • Follows standard precautions using personal protective equipment as required.

                  Keywords: IT ServiceNow Manager, ServiceNow Supervisor, ServiceNow Lead, ITIL practitioner


                  The policy of Cleveland Clinic and its system hospitals (Cleveland Clinic) is to provide equal opportunity to all of our employees and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. Job offers will be rescinded for candidates for employment who test positive for nicotine. Candidates for employment who are impacted by Cleveland Clinic’s Smoking Policy will be permitted to reapply for open positions after 90 days. Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic facility.

                  Cleveland Clinic is pleased to be an equal employment employer: Women/Minorities/Veterans/Individuals with Disabilities",


Posted: 2020-05-20 Expires: 2020-06-19

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

ServiceNow Manager

Cleveland Clinic
Beachwood, OH 44122

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast