Service Management Manager (Remote in US)

Date: Feb 26, 2025

Location:

Any city, OK, US, 99999

Req ID: 29546

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

Summary

The Service Management Manager will be responsible for overseeing the implementation, administration, and continuous enhancement of our ServiceNow platform. This role requires a deep understanding of ITIL and Agile frameworks and best practices to ensure efficient and effective management of our ServiceNow platform.

Your role in our mission

Lead our platform team in the design, development, and deployment of our ServiceNow solution to meet business requirements.
Manage and optimize ServiceNow modules, including Incident, Problem, Change, Service Catalog, CMDB, SPM, CSM, and Performance Analytics.
Work with our ServiceNow Module Owners to ensure alignment of process with ITIL best practices.
Bring ServiceNow AI capability to our platform.
Provide technical leadership and guidance to the ServiceNow development team.
Maintain strong relationships with customers, third-party vendors, and internal stakeholders.
Monitor system performance, troubleshoot issues, and implement necessary enhancements.
Develop and maintain documentation, including process workflows, user guides, and training materials.
Conduct regular audits to ensure data integrity and compliance with organizational standards.
Stay current with ServiceNow updates, new features, and industry trends.
Implement and manage releases using Agile methodologies, ensuring timely delivery and adaptability to changing requirements.
Ensure ServiceNow configurations and customizations meet business needs while maintaining platform stability and scalability.
Enforce ServiceNow governance policies, security, and compliance standards.
Manage ServiceNow integrations with other enterprise applications.
Identify areas for improvement in service delivery and implement changes to enhance efficiency and customer satisfaction.

What we're looking for

Bachelor’s degree in information technology, Computer Science, or a related field.
Minimum of 10 years of experience in ServiceNow administration and management.
ITIL v4 Foundation certification required; additional ITIL certifications are a plus.
Proven experience in implementing, managing, and enhancing ServiceNow modules.
Strong understanding of ITIL processes and best practices.
Experience working within Agile/DevOps methodologies.
ServiceNow Certified System Administrator (CSA) or other relevant certifications preferred.

What you should expect in this role

Opportunities to travel through your work (0-10%)

This is a full-time permanent regular salaried (W-2) employee position.
- Monday through Friday work schedule (40 hours per week).
Health (medical, dental, vision) benefits start on day 1 of employment.
Company match 401K and other benefits available within months of starting.
Employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainwell start date.
Company provided computer for work use.
For all hybrid and remote positions employees' Broadband Internet connections, should have a minimum speed of 24MBS download and 8 MBS upload. Greater speeds will of course provide better performance.
Video cameras must be used during all interviews, as well as during the initial week of orientation if hired.
This position will be posted until March 8, 2025, or until it is filled.

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The pay range for this position is $93,400.00 - $133,400.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.