Job Description
Find your calling at Mercy!
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.
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.
keyword(s): ServiceNow
ServiceNow
Numbers & Facts
| Location | Chesterfield, MO (Remote) |
| Industry | Healthcare Services |
| Company Size | 10,000 employees or more |
| Year Founded | 1986 |
| Website | https://www.mercy.net/ |
About Company
Our Mercy health system was founded by the Sisters of Mercy in 1986. But our heritage goes back more than 185 years. It began with an Irish woman named Catherine McAuley, who wanted to help the poor women and children of Dublin. Though Catherine had a modest upbringing, she received an unexpected inheritance that allowed her to fulfill her dreams. In 1827, she opened the first House of Mercy in Dublin, intending to teach skills to poor women and educate children. Many volunteers came to help. A few years later, Catherine founded the Sisters of Mercy, the first religious order not bound to the rules of the cloister, whose Sisters were free to walk among the poor and visit them in their homes. By the time Catherine died in 1841, there were convents in Ireland and England, and in 1843, the Sisters of Mercy came to the United States. In 1871, they traveled to St. Louis and from there throughout the Midwest, beginning what would, today be known as Mercy.
Mercy, named one of the top five large U.S. health systems in 2018, 2017 and 2016 by IBM Watson Health, serves millions annually. Mercy includes more than 40 acute care and specialty (heart, children’s, orthopedic and rehab) hospitals, 800 physician practices and outpatient facilities, 44,000 co-workers and 2,100 Mercy Clinic physicians in Arkansas, Kansas, Missouri and Oklahoma. Mercy also has clinics, outpatient services and outreach ministries in Arkansas, Louisiana, Mississippi and Texas. In addition, Mercy's IT division, Mercy Technology Services, supply chain organization, ROi, and Mercy Virtual commercially serve providers and patients in more than 20 states coast to coast.
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