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Baylor Scott & White Health

ITSM Program Manager

Dallas, TX, United States

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Job details

Posting language: English
Posted: Oct 23, 2026

Original job description

About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

We serve faithfully by doing what's right with a joyful heart.
We never settle by constantly striving for better.
We are in it together by supporting one another and those we serve.
We make an impact by taking initiative and delivering exceptional experience.

Benefits

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

Immediate eligibility for health and welfare benefits
401(k) savings plan with dollar-for-dollar match up to 5%
Tuition Reimbursement
PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level. Job Summary The ITSM Program Manager manages application systems study and programming activities for teams. Tasks must follow the work schedule and application development standards. Assist IS Directors and leadership with technical and process standards. Help with department budget planning and management. Essential Functions of the Role

Is responsible for daily IT operations, including staff assignments, daily activities, service desk, ticket management, and IT relationships.
Is accountable for all new and modified systems in their area of responsibility.
Plans or oversees the testing, design, programming, timely implementation, and testing of applications projects utilizing approved development methodologies.
Provide training and guidance on information system operation.
Participate in improving project management, development, coding, debugging, testing, data services, process, application help, and training.
Oversee or perform the development and documentation of business requirements, goals, deliverables, and specifications with customers, employees, and help staff.
Maintains a broad knowledge of state-of-the-art technology, equipment, and systems.
Create project plans and provide time estimates for the iterations or phases of each project.

Key Success Factors

Deep understanding of ITIL and IT Service Management practices.
Experience developing enterprise training programs and learning curriculums.
Strong facilitation and presentation skills.
Knowledge of ServiceNow ITSM capabilities, workflows, and Knowledge Management.
Deep experience with ITSM Platform, ServiceNow.
Technical writing and documentation governance expertise.
Experience managing knowledge management programs and content lifecycle processes.
Firm leadership, problem solving, team building, and judgment making skills.
Skilled project manager with ability to articulate business needs.
Excellent written, verbal, and reciprocal communication skills.
Proficient computer software and database skills.
Ability to focus and prioritize strategic aims and work in a growing and challenging environment.

Belonging Statement We believe that all people should feel welcomed, valued and supported.

QUALIFICATIONS

EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
EXPERIENCE - 5 Years of relevant experience

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More about this job

Skills

IT service management
Leadership
Budget management
Provide training
Project management
Debugging
Documentation
Guide staff
ITIL
Presentation skills
ServiceNow
Technical writing
Problem solving
Team building
Communication skills

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