Manager, ITSM Platform Management

Job Listing ID:

4471166

Job Title:

Manager, ITSM Platform Management Application Deadline:

Open Until Filled

Job Location:

Salem

Date Posted:

04/11/2026

Hours Worked Per Week:

Not Provided Shift:

Not Provided Duration of Job:

Either Full or Part Time, more than 6 months You may contact this employer directly. (Obtain the contact information to print or add to your jobs.)

Job Summary:

Company :

en

Gen Job Description :

JOB SUMMARY

Highmark Health is seeking an experienced and dynamic Manager of ITSM Platform Management to lead our global team of ServiceNow Developers and Administrators. This critical role will be instrumental in shaping and executing our multi-year ITSM technology and AI strategy across various ServiceNow modules, including ITSM, HCLS, ITOM, ITAM, and the exploration of new capabilities like HRSD, CSM, and Financial Operations. The successful candidate will drive innovation, optimize platform performance, and ensure the delivery of value-based outcomes that align with Highmark Health's strategic objectives.

ESSENTIAL RESPONSIBILITIES

Strategic Leadership:

Develop and execute a multi-year strategy for the ITSM platform, incorporating emerging technologies, particularly in AI and GenAI, to enhance service delivery and operational efficiency.

Team Management:

Lead, mentor, and develop an international team of ServiceNow Developers and Administrators, fostering a culture of high performance, collaboration, and continuous improvement.

Platform Oversight:

Oversee the design, development, implementation, and maintenance of the ServiceNow platform across ITSM, HCLS, ITOM, ITAM, and other relevant modules.

Demand & Capacity Management:

Effectively manage demand and capacity for platform enhancements and projects, ensuring resources are optimally allocated to meet strategic priorities.

Talent Acquisition & Development:

Drive talent acquisition efforts to grow the team's capabilities, identify skill gaps, and implement development plans to ensure the team can meet future strategic needs.

Value Realization:

Accountable for delivering successful value-based outcomes from platform initiatives, demonstrating tangible business benefits.

Stakeholder Communication:

Develop and deliver clear, concise, and compelling presentations to VP-level and executive stakeholders, providing regular updates on strategy, progress, and performance.

Innovation & Exploration:

Actively research and evaluate new ServiceNow capabilities and emerging technologies (e.g., HRSD, CSM, Financial Operations, GenAI, Agentic AI) for potential application within Highmark Health.

Governance & Best Practices:

Establish and enforce best practices for platform governance, development, and administration, ensuring scalability, security, and stability.

EDUCATION

Required Bachelor's Degree in Information Technology, Management Information Systems, Computer Science or closely related discipline Substitutions None Preferred Master's Degree in Information Technology, Management Information Systems, Computer Science or closely related discipline

EXPERIENCE

Required 5 years in a leadership / mentoring role 5 years of planning, implementing, maintaining and growing capabilities within relevant discipline 3 years of developing, communicating and presenting concepts to varying audience Preferred Minimum of 5 years of experience in IT Service Management, with at least 3 years in a leadership role managing technical teams, and a minimum of 3 years of ServiceNow platform implementation, configuration, and management experience. Proven track record of successfully leading and delivering value-based outcomes from enterprise-level ITSM platform initia...

Job Classification:

Computer and Information Systems Managers Access our statewide or regional occupation report for more information about wages, employment outlooks, skills, training programs, related occupations, and more. Compensation

Salary:

Not Provided Job Requirements

Experience Required:

 See Job Summary

Education Required:

None

Minimum Age:

N/A Gender:

N/A