ServiceNow Engagement Manager - Healthcare

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Job Title: ServiceNow Engagement Manager - Healthcare

Job Location: Remote

Duration: Full Time (Direct Hire with ProV)

ProV International, Inc. is one of the Elite Partners with ServiceNow.

Job Description:

• Position Overview: As a ServiceNow Engagement Manager within the Healthcare practice, you will play a vital role in building long-term relationships with healthcare providers, helping them enhance patient care and operational efficiency through ServiceNow solutions.
• The Engagement Manager (EM) manages a portfolio of complex healthcare accounts and serves as the key point of contact for these clients, assisting with project delivery, issue resolution, and strategic guidance.
• You will collaborate closely with healthcare providers to ensure their CSM (Customer Service Management), FSM (Field Service Management), and SPM (Strategic Portfolio Management) implementations drive value and compliance.

Key Responsibilities:

• Develop and maintain relationships with healthcare providers, identifying opportunities to leverage ServiceNow s healthcare-related solutions (e.g., Facility management, patient care workflows, medical asset management).
• Guide healthcare clients through the ServiceNow project lifecycle, ensuring timely and successful implementation.
• Collaborate with hospital teams to design solutions tailored to healthcare workflows, compliance needs (e.g., HIPAA), and asset management.
• Support clients in meeting regulatory requirements, ensuring compliance with healthcare standards.
• Oversee the implementation of field service management (FSM) for medical equipment or on-site support needs.
• Assist healthcare providers with tracking patient service management (CSM) processes to ensure smooth operations.
• Help manage financial aspects of healthcare projects, including budget oversight, invoicing, and cost estimation (Fixed, T&M, CR).
• Prepare and present reports on healthcare project performance and ROI, focusing on patient outcomes and operational efficiencies.
• Work with healthcare-specific stakeholders, such as CNOs, CMOs, and compliance officers.

ServiceNow Platform Expertise:

• Deep understanding of ServiceNow modules such as CSM, FSM, SPM, and their application within the healthcare industry.
• Collaborate with technical teams to ensure the platform meets healthcare-specific needs, including patient care, field service for medical equipment, and portfolio management.

Stakeholder Management:

• Effectively manage relationships with healthcare providers, hospital administrators, IT teams, and medical stakeholders.
• Ensure all projects align with healthcare industry requirements, including regulatory and operational standards.

Risk Management:

• Identify risks specific to healthcare operations, such as patient safety or compliance issues, and implement mitigation strategies.
• Monitor issues that could impact patient care, regulatory compliance, or project timelines.

Expected Impacts/Measurement of Success:

• Positive client satisfaction and retention, evidenced by repeat business and upsell opportunities.

Ability to articulate value realization with customer around:

• Improved patient care and service outcomes through streamlined workflows.
• Increased compliance with healthcare regulations, reducing audit risks.
• Enhanced operational efficiency through effective asset and field service management.
• Achievement of project delivery within scope, budget, and timelines.
• Deliver a world-class customer journey experience

Qualifications / Skills:

• 9 to 10 years of professional experience required.
• Minimum 3 years of experience in sales, healthcare service management, project management, or healthcare consulting
• Proven experience managing ServiceNow projects in the healthcare sector (including CSM, FSM, SPM)
• Excellent communication, leadership, and interpersonal skills in a healthcare environment
• Project management certification desired (e.g., PMP, CSM)
• Certified Sys Admin (CSA) in ServiceNow (preferred, but not required)
• Bachelor's degree (required)

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.