ServiceNow ITOM Product Manager

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Job Description Summary

This position is a lead role in the management of our ServiceNow ITOM. The individual in this role will lead the roadmap, governance, communication, design, execution, and maintenance of our ServiceNow ITOM initiatives. Liaising with technology teams, process owners and counterparts to inform and partner on our enterprise strategy and manage application sustainment, enhancement, and/or new development.

Reporting to the Lead IT Director, ServiceNow Platform Service Management, this position is critical in supporting the development and implementation of the overall ServiceNow ITOM strategy while operational objectives and strategic business initiatives are met. This role will also have indirect management of technical staff. Including but not limited to being the first point of escalation, prioritizing, and managing assignments from the product backlog.

Job Responsibilities

• Lead the technical governance, delivery, communication, maintenance, and prioritization of enhancements, and other responsibilities for ServiceNow ITOM
• Partner with the technology, process, and business stakeholders to define, analyze, and document requirements for ServiceNow ITOM improvements focused on the improvement of the CMDB and supporting technologies.
• Develop, implement, and maintain a governance strategy to achieve consistent and efficient standards for decision-making, escalation, and issue management for both ServiceNow ITOM matters and collaborative with IT counterparts
• Provide architectural controls for discovery, CMDB, service mapping and event management
• Work directly with the ServiceNow development team to select the most effective solution for defined requirements
• Align with platform architects and IT Security experts to ensure ServiceNow ITOM meets all relevant compliance and security standards
• Deliver incredible tools and experiences by combining your knowledge of configuration management processes and the ServiceNow platform
• Drive continual ITOM improvement and CMDB adoption aligned to CSDM across ServiceNow
• Ensuring the technical aspects of future releases or upgrade implementations are in line with security, best practices, and meet the expectations of our business.
• Develop and maintain a strong partnership with key stakeholders on the overall platform strategy and architecture.
• Lead a group of developers to support the sustainment of the product along with managing releases and regular business requests utilizing SAFe Agile Methodology.

Required Skills :

• 7+ years managing delivery of ServiceNow ITOM, Discovery, CMDB, Event Management
• 5+ years in product manager/product owner roles involving governance and alignment on ServiceNow ITOM initiatives
• 5+ years managing best practices for ITOM, Discovery, CMDB, Event Management
• 5+ years of ServiceNow development experience, specializing in ITOM (Discovery, CMDB, Service Mapping, Event Management)
• 5+ years of problem management experience with ITIL awareness
• 5+ years of infrastructure configuration experience across on-premises datacenters, cloud, network, and IT security tools
• 3+ years of hands-on MID-server configuration experience and architecture understanding
• 3+ years of experience with ServiceNow CSDM Model
• 5+ years of Program/Project Management or Scrum Master experience with strong communication, tracking, reporting, risk management, and negotiation skills

• Customer-obsessed mindset with experience influencing and consulting to solve business or technical problems
• Experience working in a SAFe Agile team
• Experience leading, engaging, and coaching new developers
• Proven ability to work in a fast-paced and dynamic delivery environment with versatility to manage multiple projects, priorities, and urgent issues simultaneously

Education

Bachelor's degree, or equivalent experience (HS diploma + 4 years relevant experience)

Pay Range

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.  This position also includes an award target in the company's equity award program. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

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Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.