Manager, ITSM Platform Management

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 initiatives.
• Strongly Preferred: Hands-on experience or significant exposure to Now Assist Generative AI and Agentic AI use case implementations within an ITSM or related context.

LICENSES or CERTIFICATIONS

Required

• None

Preferred

• None

SKILLS

• Exceptional written and verbal communication skills, with the ability to articulate complex technical concepts to non-technical audiences, including executive leadership.
• Strong presentation skills, with a proven ability to develop and deliver compelling stakeholder updates.
• Strategic thinker with the ability to translate business needs into technical solutions and long-term roadmaps.
• Excellent leadership, coaching, and mentoring abilities.
• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.
• PMP, ITIL, Lean Six Sigma, and/or ServiceNow certifications are a plus.

Language (Other than English):

None

Travel Requirement:

0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Pittsburgh, PA (Hybrid) or Camp Hill, PA (Hybrid) or Fully Remote option

Teaches / trains others regularly

Occasionally

Travel regularly from the office to various work sites or from site-to-site

Occasionally

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required

Yes

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Never

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.
Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.
As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 
Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

Pay Range Maximum:

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.  The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

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