Manager, ServiceNow Solutions Team

HealthPartners is currently hiring for a Manager, ServiceNow Solutions Team. In collaboration with other departments across the enterprise, the Manager, and their team of 7 developers and analysts, supports HealthPartners' service management platforms. The Manager ensures business objectives are accomplished by continually improving processes and tactics and driving iterative change to continually improve work output. The manager leads within a product team environment and communicates organizational objectives and expectations to their team, guides development processes, and mentors/supervises staff across all seniority levels.

Required Qualifications:

• Bachelor's degree or equivalent experience
• 5 years of Information Technology experience
• 3 years of ServiceNow development and/or administration experience working with ServiceNow.
• 3 years of experience providing work direction and mentorship of developers and systems analysts
• Strong verbal and written communication skills
• Experience analyzing, packaging, and reporting data clearly and professionally.
• Demonstrated experience with process development and deployment.
• Excellent organizational, leadership, and decision-making skills
• Experience developing and delivering training to varying levels.
• Proven people skills.
• Strong mitigations and negotiation skills

Preferred

• 5+ years working in insurance and/or health care.
• 3+ years of formal leadership experience at a supervisory level or higher.
• ServiceNow Administration or Development certification.
• 3+ years of JavaScript experience
• ITIL Foundations training or 2 years operational experience in a Service management environment.

Hours/Location:

• M-F; Days
• This role may work in a hybrid capacity and will need to be onsite as needed.

Accountabilities:

• Builds key partnerships within the organization to ensure understanding of broader strategy and impact to the department and vice versa.
• Manages the professional development of the ServiceNow Solutions Team
• Provides performance management, coaching, and mentoring for continuous learning, guiding staff with their career development.
• Participates in negotiations, interviews, investigations, and the review of contractual agreements to ensure HealthPartners' best interests are represented; partnering with vendors to ensure product delivery, service level management, license management, etc.
• Creates and manages the ServiceNow Solutions Team budget; preparing monthly variance report analysis and ensuring all deviations are documented and validated; communicating plans for addressing resource and operational challenges.
• Participates in the communication and dissemination of information and education pertinent to the service management platforms across the organization.
• Partners with the product owner and IT leaders to ensure effective integration of the tools and service, ensuring timely delivery and incident resolution.
• Fosters a collaborative, success-oriented team environment where staff are empowered and accountable.
• Develops and maintains a high performing team through effective hiring, vendor partner management, coaching and performance management.
• Develops budgets and tracks financial performance, communicating plans for addressing resource and operational challenges.
• Collaborates in the development of department goals, objectives, and measurements.
• Provides staff with company and department updates, ensuring action items are completed in a timely manner.
• Acts as a change agent who gains consensus and influences action in collaboration with Product Owners.
• May serve as a business relationship manager. Working with business stakeholders, product teams and business leaders to identify areas of improvement in process.
• Builds key partnerships within the organization to ensure understanding of broader strategy and impact to the department and vice versa.
• In conjunction with product owners, monitors and evaluates performance dashboards and reports; determining root cause of issues and propose or helping drive recommendations and implementations for resolution.
• Provides technical expertise in addressing technical issues and works in partnership with leaders and team members to ensure the delivery of robust technical solutions.
• In conjunction with product owners, continuously develops knowledge and technical subject matter expertise by remaining apprised of industry trends, the direction of emerging technologies, and their potential value to the business.