ServiceNow Engagement Director

ServiceNow Engagement DirectorMake a difference. Be happy. Grow your career.The ServiceNow Engagement Director is responsible for overseeing the successful delivery of ServiceNow programs and projects, ensuring high-quality outcomes, client satisfaction, and long-term strategic growth.This role combines leadership, strategic account management, and delivery oversight to drive digital transformation initiatives leveraging the ServiceNow platform. This role will focus on enhancing service efficiency, compliance, and patient care support by overseeing the design, governance, and continual improvement of IT service management processes and leveraging ServiceNow capabilities to drive efficiency, transparency, and continuous improvement.The ideal candidate will have experience in ServiceNow solutions, exceptional stakeholder management skills, and a proven track record of leading complex enterprise implementations.Key ResponsibilitiesProvide strategic and operational expertise in the execution of ITSM initiatives, ensuring alignment with ITIL best practices and organizational goals.Architect and govern ITIL-aligned processes (Incident, Problem, Change, Request, Knowledge, SLM, CMDB, etc.) with a focus on continuous improvement and healthcare compliance.Serve as the ITSM Product SME, providing configuration oversight, module implementation, workflow optimization, and cross-functional integrations.Deliver ServiceNow engagements end to end through Agile delivery methodologies.Collaborate with delivery leadership to ensure service delivery models support both business and client expectations.Collaborate with stakeholders to ensure ServiceNow configurations and workflows support operational goals.Drive platform optimization through advanced ServiceNow capabilities such as Virtual Agent, Predictive Intelligence, Performance Analytics and Flow Designer.Develop and maintain standardized reporting, dashboards, and service health metrics using ServiceNow Performance Analytics and native reporting tools, while driving ServiceNow optimization.Ensure ITSM process and tool alignment with healthcare regulatory standards (e.g., HIPAA, HITECH, HITRUST).Support onboarding, and platform transition activities with a focus on scalable, compliant service design.Required QualificationsBachelor's degree in Information Technology, Healthcare Informatics, or related field (or equivalent experience)10+ years of experience in IT Service Management with strong ITIL v3 or v4 process design and governance.5+ years of ServiceNow hands-on experience in healthcare or a highly regulated environment, including platform architecture, module implementation, and workflow design.5 years management experience.ServiceNow Certified System Administrator (CSA) and/or Micro-Certifications in ITSM, Flow Designer, or Performance Analytics.Understanding in Agile Delivery methodologies to delivery engagements end to end.Proven experience aligning ITSM processes aligned to clinical and operational workflows in healthcare or regulated environments.Strong communication and stakeholder engagement skills across technical and non-technical stakeholders.Preferred QualificationsITIL v3/v4 Expert and/or Master level certification(s).ServiceNow Implementation Specialist or Architect-Level certifications.Familiarity with healthcare IT systems (e.g., Epic, Cerner, PACS, HL7).Experience with service continuity planning, incident response, and on-call scheduling in a hospital or health system setting.Working knowledge of healthcare regulations (HIPAA, HITECH, Joint Commission standards).Soft SkillsStrategic thinker with a focus on operational excellenceStrong customer-service mindset with a focus on patient impactEffective stakeholder engagement and collaboration acumenAbility to operate under pressure in a fast-paced healthcare settingAttention to detail with a focus on data integrity and service qualityNordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.