Find your calling at Mercy!

Position Details:

The Senior Service Management Product Manager’s primary responsibilities are serving as the liaison to caregivers across the Ministry for the evolution and development of Enterprise Service Management solutions and workflows.

Job Description:

• Ability to translate business requirements into detailed technical requirements
• Manage changes to requirements and resolve issues in innovative and practical ways
• Strong knowledge of all elements of the product development lifecycle
• Understands the capabilities and roadmap for the ServiceNow platform
• Maintains the feature roadmap for the service management platform
• Understands domain specific best practices for workflows supported on the ServiceNow platform
• Ensure stakeholders use the service management platform to its maximum potential
• Ensure all caregivers understand the process, policies, and functionality of the service management platform.
• Develops service management strategies, identifying resources, tools, and specialized support requirements to ensure operational and support processes are working in an optimal fashion.
• Determines critical success factors, KPI’s and other effective ways to measure the success of and adherence to process.
• Supports Ministry goals by identifying opportunities for improvement and evaluating performance against industry best practices.
• Additional duties as assigned.

Minimum Qualifications:

Education: Bachelor's degree in related field, specialized training, or equivalent work experience.

Experience: 8 years' experience working with ServiceNow or similar platform.

Certification(s):

• Information Technology Infrastructure Library (ITIL) Foundation certification required or completed within one year of hire.
• Scrum Master certification required or completed within one year of hire.

Skills, Knowledge Abilities:

• Solid understanding of Information Technology Service Management practices.
• Familiar with Software as a Service (SAAS), Cloud Architecture, Artificial Intelligence (AI) and Machine Learning (ML) technologies
• Proven ability to drive continuous service improvement
• Effective decision-making abilities
• Exceptional communication, writing, and editing skills
• Strong project management skillset
• Effective meeting facilitator

Preferred Qualifications:

Certification(s):

• ITIL advanced certifications
• ServiceNow Certified System Administrator (CSA)

Why Mercy?

From day one, Mercy offers outstanding benefits - including medical, dental, and vision coverage, paid time off, tuition support, and matched retirement plans for team members working 32+ hours per pay period.

Join a caring, collaborative team where your voice matters. At Mercy, you'll help shape the future of healthcare through innovation, technology, and compassion. As we grow, you'll grow with us.