Job Description
Company : enGen Job Description : 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