Service Now Program Director

Remote with some travel for Go-Live. ServiceNow Program Manager (Epic EMR Integration) Position Summary We are seeking an experienced ServiceNow Program Manager to lead the strategic implementation, optimization, and integration of ServiceNow with Epic EMR in a large healthcare environment. This individual will serve as both a senior program leader and subject matter expert, providing oversight of ServiceNow-related initiatives while partnering with executive stakeholders, Epic leadership, IT Service Management teams, and implementation partners. The ideal candidate brings deep experience in IT Service Management (ITSM), ServiceNow platform implementations, and Epic EMR Help Desk/Service Desk operations. This role requires a leader who understands not only project delivery and governance but also the operational workflows, testing requirements, and build considerations necessary for a successful ServiceNow and Epic integration. This individual will help shape the future-state service delivery model, including self-service capabilities, automation, and service desk transformation initiatives. Key Responsibilities Lead the end-to-end program management of ServiceNow implementation and integration initiatives supporting Epic EMR environments.Act as a trusted advisor and subject matter expert on ServiceNow ITSM best practices, service desk transformation, and healthcare IT operations.Collaborate with executive leadership, IT directors, Epic leadership teams, and external implementation partners to ensure alignment of project objectives and deliverables.Provide strategic oversight of ServiceNow design, build, testing, deployment, and operational readiness activities.Guide quality assurance efforts and validate that ServiceNow workflows, processes, and integrations meet organizational requirements.Partner with implementation vendors and internal stakeholders to coordinate timelines, dependencies, risk mitigation, and change management activities.Facilitate governance meetings and provide executive-level reporting on program status, milestones, risks, and outcomes.Develop future-state service management strategies focused on automation, operational efficiency, and self-service adoption.Evaluate and enhance existing service desk operations to support evolving healthcare technology environments.Ensure ServiceNow solutions align with ITIL principles, organizational service management standards, and healthcare operational requirements.Support leadership teams in defining metrics, KPIs, and service performance expectations following implementation. Required Qualifications Bachelor s degree in information technology, Healthcare Informatics, Business Administration, or related field, or equivalent professional experience.8+ years of experience in IT Service Management leadership roles.5+ years of experience leading enterprise ServiceNow implementations or major ServiceNow transformation programs.Demonstrated experience managing large-scale healthcare IT initiatives involving Epic EMR.Mandatory experience supporting Epic EMR Help Desk, Service Desk, or IT Service Management environments.Proven experience working directly with executive leadership, directors, and senior stakeholders.Strong understanding of ServiceNow ITSM modules, workflow design, service catalog development, and automation capabilities.Experience overseeing system testing, deployment readiness, and quality assurance processes.Excellent communication, stakeholder management, and program leadership skills.Ability to balance strategic leadership responsibilities with functional subject matter expertise. Preferred Qualifications Former Director or Senior Leader of IT Service Management.ServiceNow platform certification(s).ITIL Foundation or advanced ITIL certification.Experience leading service desk modernization or digital transformation initiatives.Experience implementing self-service strategies, virtual agent capabilities, and workflow automation within healthcare environments.Experience working alongside large healthcare technology consulting organizations and implementation partners. Key Competencies ServiceNow Program LeadershipEpic EMR Integration KnowledgeIT Service Management (ITSM)Service Desk OperationsHealthcare IT OperationsProcess Improvement & AutomationTesting & Quality Assurance OversightExecutive Stakeholder ManagementChange ManagementStrategic PlanningVendor ManagementITIL Best Practices