Required Skills & Experience
Strong experience strategically leading the design, build, testing, deployment, and optimization of ServiceNow capabilities supporting EPIC and enterprise IT operations.
Experience specifically leading integration of EPIC EMR Help from ServiceNow into EPIC
Experience establishing program governance, project plans, milestones, risk management processes, communication plans, and executive reporting.
Experience partnering with various organizational leadership as well as EPIC application teams to define intake, routing, escalation, and workflow requirements.
Experience developing change-management, training, communication, and user-adoption strategies for enterprise technology implementations.
Holds a Bachelor’s Degree in Computer Science, Business or a related field
Nice to Have Skills & Experience
Experience developing workflow automation, intelligent routing, self-service capabilities, and knowledge-centered support practices.
Experience leveraging ServiceNow Virtual Agent or AI-assisted support capabilities.
Experience establishing KPI dashboards and reporting for platform performance, service delivery, adoption, and support outcomes.
Previous experience managing ServiceNow implementation partners, consultants, or vendors.
Job Description
Insight Global is searching for a ServiceNow Program Manager to lead the strategic planning, implementation, integration, adoption, and operational optimization of the ServiceNow platform, with a primary focus on integrating ServiceNow’s Epic EMR Help with the greater EPIC infrastructure.. This individual will serve as the overall program lead for the design, build, testing, deployment, stabilization, and ongoing optimization of ServiceNow capabilities supporting clinical and operational workflows across the enterprise. Key responsibilities include establishing program governance, project plans, milestones, risk-management processes, communication plans, and executive reporting; coordinating activities across ServiceNow, Epic, infrastructure, security, service desk, and operational support teams; facilitating steering committees and stakeholder governance forums; and managing implementation partners, consultants, vendors, and internal resources. This individual will partner with EPIC application teams to define support intake, routing, escalation, and workflow requirements while ensuring EPIC context, application information, and support ownership are accurately incorporated into ServiceNow processes. The Program Manager will also help optimize service-desk operations through workflow automation, intelligent routing, self-service capabilities, knowledge-centered support, and AI-assisted tools. Additional responsibilities include developing change-management and user-adoption strategies, coordinating training and communication initiatives, monitoring adoption and operational metrics, leading post-go-live stabilization, and identifying opportunities for continuous improvement. The Program Manager will work closely with executive leaders, clinical stakeholders, operational teams, and IT leadership to translate business needs into scalable technical and operational solutions.