Systems Manager, IT Technical Infrastructure

Inspired by faith. Driven by innovation. Powered by humankindness. CommonSpirit Health is building a healthier future for all through its integrated health services. As one of the nation’s largest nonprofit Catholic healthcare organizations, CommonSpirit Health delivers more than 20 million patient encounters annually through more than 2,300 clinics, care sites and 137 hospital-based locations, in addition to its home-based services and virtual care offerings. CommonSpirit has more than 157,000 employees, 45,000 nurses and 25,000 physicians and advanced practice providers across 24 states and contributes more than $4.2 billion annually in charity care, community benefits and unreimbursed government programs. Together with our patients, physicians, partners, and communities, we are creating a more just, equitable, and innovative healthcare delivery system.

The System Manager in the ServiceNow Platform is responsible for support, operations, continuous improvement of the platform, management of a process including related projects and resources as assigned and may be responsible for the supervision of professional, technical and administrative support staff assigned to the process.
This role is responsible for managing break/fix incidents, catalog requests, and platform health, ensuring consistent performance and reliability. The manager will also oversee strategic projects related to foundational data and the CMDB, while driving automation and process improvements across the platform. This role requires a proven leader with hands-on ServiceNow expertise, strong customer service skills, and the ability to guide a high-
performing team of developers and support engineers.
Incumbents supervise staff including conducting performance evaluations, coordinating training, and implementing hiring, discipline and termination procedures.
Incumbents oversee day-to-day operational management of all activities and functions in support of the respective assigned multiple process/programs including developing, implementing and evaluating operating policies, procedures and standards; determining service levels and enhancements; developing and monitoring budgets; providing technical advice and/or oversight to staff or other departments related to area of assignment;
evaluating information concerning needs; estimating and coordinating program/unit activities and associated costs; and tactical project execution activities.
The IT System Manager manages a team accountable for the development, implementation, management, refinement, or support of technologies, systems, and information critical to CommonSpirit Health's day to day business operations.
The incumbent will oversee a large team focused on a portion of the development or support of an information system, throughout the Information System Life Cycle.

Essential Functions:

• Manages the implementation of IT initiatives to support business strategy
• Develops and implements technologies to improve the performance of a business process and increase profitability.
• Contributes to the development of standards and changes to systems/applications. Provides technical and business expertise.
• Manages the development and delivery of training for internal IT users to ensure productive use of existing and new systems.
• Oversee the management and resolution of ServiceNow support tickets, including break/fix issues and catalog requests specifically related to the platform and foundational data.
• Ensure platform stability, performance, and overall health through proactive monitoring and optimization.
• Partner with leadership and project teams on strategic initiatives involving foundational data and the CMDB.
• Provide excellent support services to customers, analyze support trends, and develop proactive solutions to prevent recurring issues.
• Collaborate with the development team to enhance platform functionality and minimize disruptions.
• Implement automated solutions and workflows within ServiceNow to streamline processes and improve efficiency.
• Manage, mentor, and develop a team of ServiceNow developers and support engineers, fostering a culture of accountability, continuous improvement, and customer focus.
• Develop and maintain strong working relationships with ServiceNow vendor support teams, leveraging their expertise to resolve escalated issues (preferred skill).

The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.

Required:

• Bachelors Computer Science or Information Technology
• 4-6 years equivalent professional experience
• ServiceNow Platform - 7-9 years working directly on the platform
• Ticketing System - 4-6 years
• Proven experience in incident management, request fulfillment, and platform operations
• ServiceNow CMDB/Foundational Data
• Strong understanding of CMDB management, foundational data, and platform governance
• Team Leadership
• Experience managing large team

• Experience working closely with ServiceNow Vendor Support Teams and knowledge of their escalation processes.

• Demonstrated ability to analyze support data, identify trends, and implement preventative solutions

• Hands-on experience with DevOps practices and automation in ServiceNow.

• ServiceNow Certified System Administrator

• Familiarity with ITIL best practices and enterprise-scale ServiceNow environments - Preferred