Service Now Platform Owner

Job Description Summary

The ServiceNow Platform Owner is responsible for the overall strategy, delivery, and optimization of the ServiceNow platform across the enterprise. This role ensures ServiceNow is leveraged to drive digital transformation, enhance operational efficiency, and improve employee and customer experiences. This leader serves as the central point of ownership and accountability for the platform, aligning business needs with scalable solutions, managing governance, and building a high-performing platform team.

Entity

Medical University Hospital Authority (MUHA)

Worker Type

Employee

Worker Sub-Type​

Regular

Cost Center

CC002319 SYS - IS Business Operations

Pay Rate Type

Salary

Pay Grade

Health-34

Scheduled Weekly Hours

40

Work Shift

Job Description

The ServiceNow Platform Owner is responsible for the overall strategy, delivery, and optimization of the ServiceNow platform across the enterprise. This role ensures ServiceNow is leveraged to drive digital transformation, enhance operational efficiency, and improve employee and customer experiences. This leader serves as the central point of ownership and accountability for the platform, aligning business needs with scalable solutions, managing governance, and building a high-performing platform team.

RESPONSIBILITIES

Strategy & Governance

▪ Champion the strategic use of ServiceNow across the organization, promoting awareness, adoption, and change management

▪ Develop and own the multi-year platform strategy and roadmap, ensuring alignment with organizational business and technology goals

▪ Lead platform governance, chair technical governance forums, and manage other needs with ServiceNow and internal stakeholders

▪ Define and enforce platform standards, architecture guardrails, and configuration policies to minimize technical debt and support sustainable scalability

Platform Delivery & Optimization

▪ Lead and prioritize the platform product pipeline, ensuring alignment with enterprise strategy, business value, and platform capacity

▪ Ensure end-to-end delivery of new platform capabilities by leveraging Agile and DevOps methodologies and aligning with project management standards and practices defined by IS Portfolio teams

▪ Collaborate with enterprise architects, security, infrastructure, and integration teams to ensure robust, compliant, and scalable solutions

▪ Manage and optimize the ServiceNow release methodology, platform instances, and service design to ensure performance and user satisfaction

Business Engagement & Integration

▪ Serve as the primary point of contact for ServiceNow-related strategy, delivery, and capability discussions & decisions

▪ Partner with key business lines [e.g., IS, HR, Security, Risk] to understand needs, gather requirements, and co-create appropriate solutions

▪ Influence stakeholder and executive buy-in through strong communication, storytelling, and value realization metrics

▪ Foster a culture of continuous feedback, leveraging user input and data to drive customer-centric enhancements

Team Leadership & Vendor Management

▪ Build, lead, and mentor a high-performing platform team of developers, administrators, and process owners

▪ Manage relationships with external ServiceNow partners and vendors, ensuring contract value, delivery quality, and alignment with strategy

▪ Promote platform knowledge sharing and training across the enterprise to drive adoption and maturity.

Additional Job Description

Additional Job Description:

▪ Bachelor's degree in Computer Science, Information Technology, or a related field [Master’s preferred]

▪ 5+ years of proven experience as a ServiceNow platform owner in a complex organization, healthcare experience preferred

▪ Proven track record of successfully delivering enterprise-scale ServiceNow capabilities, especially in regulated environments such as financial services

▪ Deep knowledge of ServiceNow products and modules including ITSM, ITOM, ITAM, CSDM, CMDB, HRSD, Security Operations, APM/SPM, and Integration Hub

▪ Strong understanding of Agile delivery, product management practices, and platform governance

▪ Excellent stakeholder engagement and communication skills, with the ability to influence senior leadership and align diverse interests

▪ Experience managing distributed teams and external vendor/partner engagements

▪ Familiarity with ITIL practices, enterprise architecture frameworks, and compliance standards

▪ Certified ServiceNow System Administrator; additional certifications (e.g., Implementation Specialist, Architect) highly desirable

▪ Demonstrated ability to balance quick wins with scalable long-term solutions.

Physical Requirements:

Ability to perform job functions while standing. (Continuous) Ability to perform job functions while sitting. (Continuous) Ability to perform job functions while walking. (Continuous) Ability to climb stairs. (Infrequent) Ability to work indoors. (Continuous) Ability to work outside in temperature extremes. (Infrequent) Ability to work from elevated areas. (Frequent) Ability to work in confined/cramped spaces. (Frequent) Ability to perform job functions from kneeling positions. (Infrequent) Ability to bend at the waist. (Continuous) Ability to twist at the waist. (Frequent) Ability to squat and perform job functions. (Frequent) Ability to perform "pinching" operations. (Frequent) Ability to perform gross motor activities with fingers and hands. (Continuous) Ability to perform firm grasping with fingers and hands. (Continuous) Ability to perform fine manipulation with fingers and hands. (Continuous) Ability to reach overhead. (Frequent) Ability to perform repetitive motions with hands/wrists/elbows and shoulders. (Continuous) Ability to fully use both legs. (Continuous) Ability to use lower extremities for balance and coordination. (Frequent) Ability to reach in all directions. (Continuous) Ability to lift and carry 50 lbs. unassisted. (Infrequent) Ability to lift/lower objects 50 lbs. from/to floor from/to 36 inches unassisted. (Infrequent) Ability to lift from 36" to overhead 25 lbs. (Infrequent) Ability to exert up to 50 lbs. of force. (Frequent) Examples include: To transfer a 100 lb. patient that can not assist in the transfer requires 50 lbs. of force. For every 100 additional pounds, assistance will be required from another healthcare worker. 20 lbs. of force is needed to push a 400 lb. patient in a wheelchair on carpet. 25 lbs. of force is required to push a stretcher with a patient with one hand. Ability to maintain 20/40 vision, corrected, in one eye or with both eyes. (Continuous) Ability to see and recognize objects close at hand or at a distance. (Continuous) Ability to match or discriminate between colors. (Continuous) Ability to determine distance/relationship between objects; depth perception. (Continuous) Good peripheral vision capabilities. (Continuous) Ability to maintain hearing acuity, with correction. (Continuous) Ability to perform gross motor functions with frequent fine motor movements. (Continuous) Ability to deal effectively with stressful situations. (Continuous) Ability to work rotating shifts. (Frequent) Ability to work overtime as required. (Frequent) Ability to work in a latex safe environment. (Continuous) Ability to maintain tactile sensory functions. (Continuous) (Selected Positions) *Ability to maintain good olfactory sensory function. (Continuous) *(Selected Positions) *Ability to be qualified physically for respirator use, initially and as required. (Continuous) (Selected Positions)

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

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