Manager, Servicenow Solutions

Job Description

MANAGER, SERVICENOW SOLUTIONS

Req #: 248281 Department: UW MEDICINE IT SERVICES Appointing Department Web Address: http://uwmits_hires.uwmedicine.org/ Job Location: Remote/Hybrid, Seattle - Other Job Location Detail: Primary work location may be fully remote within the US or at the UW Tower in Seattle, WA Posting Date: 07/28/2025 Closing Info: Closes On 08/04/2025 Salary: $12,084 - $13,334 per month Other Compensation: As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, click here. Limited Recruitment: Open to Department employees only
If you are a UW employee and would like to be considered for this position, please login to your UW employee profile to apply. Shift: First Shift UW MEDICINE IT SERVICES has an outstanding job opportunity for a Manager, ServiceNow Solutions .
PLEASE NOTE: This position is only open to current UW Medicine IT Services employees.
WORK SCHEDULE

100% FTE – 40 hours per week

Day Shift – UW MEDICINE ITS SERVICES CORE HOURS ARE 08:00 – 17:00 (PST), Monday-Friday

DEPARTMENT DESCRIPTION
UW Medicine IT Services (ITS) is a shared services organization that supports all of UW Medicine. UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake Campus (UWMC-Montlake), UW Medical Center-Northwest Campus (UWMC-NW), Valley Medical Center (VMC), UW Medicine Primary Care (UWMPC), UW Physicians (UWP), UW School of Medicine (SOM), and Airlift Northwest (ALNW). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.
POSITION HIGHLIGHTS

100% remote opportunity

Values-based work environment

Active departmental Equity, Diversity, and Inclusion Committee

15 days of vacation your first year – Also, 12 days of sick time, 1 personal holiday, and 11 paid holidays each year

100% matching, 100% immediately vesting 403(b)

PRIMARY JOB RESPONSIBILITIES
The ServiceNow Solutions Manager provides leadership to a team of technical professionals within the UW Medicine Population Health, Digital Engagement, and Interoperability department in IT Services who are responsible for the design, development, implementation, and monitoring of UW Medicine’s instance of ServiceNow. The ServiceNow Solutions team is responsible for partnering with UW Medicine customers to understand their business requirements, and to implement, optimize, and further develop the ServiceNow platform in support of patient care and business objectives.

Oversight and leadership of the team

Budget lifecycle management

Cultivating strong internal and external customer relationships

Establishing strong vendor partnerships in support of system optimization and stability

Leading the development of the ServiceNow platform roadmap in partnership with other teams and stakeholders

Ongoing development of policies and procedures to ensure reliable monitoring and support of system operations

Ensuring documented design standards exist, are routinely reviewed, and are updated

REQUIREMENTS

Bachelor’s degree Computer Science, Information Technology, or related field or equivalent combination of education/experience

6+ years of experience which must include the below

4+ years’ experience in program management, including leading a team in program creation, build, and implementation

5+ years’ experience in project management

Proven experience managing larger transformation programs, automation, or process improvement

Strong experience in negotiation and influencing to deliver on project objectives, especially with governance committees

Strong conceptual and analytical skills demonstrating outside-the-box critical thinking skills

Demonstrated experience in Agile concepts and tools

Strong experience in initiative-taking risk assessment and management in project delivery

Advanced knowledge of automation tools and practices, including RPA, with firsthand implementation and continuous improvement experience

Demonstrated superior organizational redesign experience

Demonstrated experience successfully implementing change in complex organizations

Initiative-taking, with a process improvement mindset

4+ years’ experience mentoring, leading, or managing technology and/or business professionals

Demonstrated management and leadership capabilities with proven ability to influence in matrix environment

Proven ability to make administrative/procedural decisions and provide guidance and leadership to staff

ABOUT UW MEDICINE – WHERE YOUR IMPACT GOES FURTHER
UW Medicine is Washington’s only health system that includes a top-rated medical school and an internationally recognized research center. UW Medicine’s mission is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow’s physicians, scientists and other health professionals.

All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored. Nearly 29,000 healthcare professionals, researchers, and educators work in the UW Medicine family of organizations that includes: Harborview Medical Center, UW Medical Center - Montlake, UW Medical Center - Northwest, Valley Medical Center, UW Medicine Primary Care, UW Physicians, UW School of Medicine, and Airlift Northwest.

Become part of our team. Join our mission to make life healthier for everyone in our community.

Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or [email protected] .

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law .

Open to Department employees only If you are a UW employee and would like to be considered for this position, please login to your UW employee profile to apply.