ServiceNow Governance Coordinator in Granger, Indiana at Beacon Health System

The ServiceNow Governance Coordinator plays a critical role in ensuring that ServiceNow platform operations adhere to organizational standards, compliance requirements, and best practices. This position is responsible for overseeing governance processes, managing platform policies, and collaborating with stakeholders to drive continuous improvement in ServiceNow administration.

Mission, Values and Service Goals:

• MISSION: We deliver outstanding care, inspire health, and connect with heart.
• VALUES: Trust. Respect. Integrity. Compassion.
• SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

Essential Duties and Responsibilities:

• Develop, implement, and maintain governance frameworks for ServiceNow, including policies, procedures, and standards.
• Monitor compliance with ServiceNow governance protocols and report on key metrics and risks.
• Coordinate with IT, business units, and ServiceNow administrators to ensure alignment with organizational objectives and regulatory requirements.
• Lead or participate in ServiceNow audits, risk assessments, and remediation activities.
• Facilitate regular governance meetings, document decisions, and track action items for accountability.
• Provide guidance and training to stakeholders on ServiceNow governance best practices.
• Developing strong relationships with the CIDEO and IS business leaders to understand Beacon’s vision and how ServiceNow plays in their digital transformation journey.
• Integrate technical governance (CAB) processes with PMO team.
• Drive solid instance health by reviewing and guiding the remediation of configurations that do not align to ServiceNow best practices.
• Work with Beacon PMO Director and ServiceNow integration partner teams to establish delivery operating model governance to ensure successful go-lives, end-user adoption and on-going support.
• Advocate/champion ServiceNow’s best practices and industry use cases with Beacon and integration partner.
• Contribute thought leadership to optimize and achieve Beacon outcomes.
• Define solutions across the platform that align to out of the box capabilities (standardization without customization is the goal).
• Support IT leadership to refine the Beacon vision and capabilities into activities and estimates.

Performs other functions to maintain personal competence and contribute to the overall effectiveness of the department by:

• Completing other job-related assignments and special projects as directed.

Organizational Responsibilities

Associate complies with the following organizational requirements:

• Attends and participates in department meetings and is accountable for all information shared.
• Completes mandatory education, annual competencies, and department specific education within established time frames.
• Completes annual employee health requirements within established time frames.
• Maintains license/certification, registration in good standing throughout fiscal year.
• Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
• Adheres to regulatory agency requirements, survey process and compliance.
• Complies with established organization and department policies.
• Available to work overtime and working additional or other shifts and schedules when required.

Education and Experience:

The knowledge, skills and abilities indicated below are normally acquired through the successful completion of a bachelor's degree in business or a related field. A master's degree is preferred.

• Bachelor’s degree in information technology, Business Administration, or related experience preferred.
• Experience working with ServiceNow or similar ITSM platforms as a Service Management Leader.
• Strong understanding of IT governance, CAB, compliance, and risk management principles.
• Excellent communication, organizational, and problem-solving skills.
• Ability to work collaboratively in cross-functional teams.

Knowledge & Skills:

• ServiceNow certification(s) or relevant training.
• Knowledge of ITIL and other industry frameworks.
• Experience with process documentation and project management.
• Customer Focus.
• Collaborates.
• Drives Results.
• Cultivate Innovation.
• Manages Complexity.
• Strategic Mindset.
• Strong analytical and problem-solving skills.
• Excellent organizational skills.
• Ability to present and interact with varying levels of IS, Physician, & hospital leaders.
• Excellent organizational skills and the ability to work under timelines to identify, prioritize and manage through completion of multiple deliverables.
• Able to learn quickly, resourceful, self-motivated and possess a strong sense of ownership.
• Excellent team player and can manage multiple priorities.
• An individual with a sense of urgency and a strong commitment to achieving results coupled with the highest level of integrity and professionalism.

Working Conditions:

• Local hybrid preferred, candidate could also be in a remote position, with travel to the Beacon Health Corporate office as required (5-10% travel).

Physical Demands:

Requires the physical ability and stamina to perform the essential functions of the position.