What are the responsibilities and job description for the Director Service Now position at Harris Health?
About Us
Harris Health System is the public healthcare safety-net provider established in 1966 to serve the residents of Harris County, Texas. As an essential healthcare system, Harris Health champions better health for the entire community, with a focus on low-income uninsured and underinsured patients, through acute and primary care, wellness, disease management and population health services. Ben Taub Hospital (Level 1 Trauma Center) and Lyndon B. Johnson Hospital (Level 3 Trauma Center) anchor Harris Health's robust network of 39 clinics, health centers, specialty locations and virtual (telemedicine) technology. Harris Health is among an elite list of health systems in the U.S. achieving Magnet® nursing excellence designation for its hospitals, the prestigious National Committee for Quality Assurance designation for its patient-centered clinics and health centers and its strong partnership with nationally recognized physician faculty, residents and researchers from Baylor College of Medicine; McGovern Medical School at The University of Texas Health Science Center at Houston (UTHealth); The University of Texas MD Anderson Cancer Center; and the Tilman J. Fertitta Family College of Medicine at the University of Houston.
Job Summary
The Director of ServiceNow Platform Services is responsible for leading the strategy, delivery, and ongoing optimization of the organizations ServiceNow ecosystem to drive enterprise workflow automation and measurable business value. Reporting to the Vice President of Enterprise Systems, this role oversees the design, implementation, and support of all ServiceNow modules including IT Service Management (ITSM), Strategic Portfolio Management (SPM), CMDB, HR Service Delivery (HRSD), Governance, Risk & Compliance (GRC/IRM), Security Operations, and Procurement ensuring alignment with enterprise priorities and regulatory standards such as HIPAA and SOX. The Director will establish platform governance, demand-intake processes, and integration strategies across core systems including Epic EHR, PeopleSoft ERP, M365, IAM, and cybersecurity solutions. They will lead a multidisciplinary Center of Excellence (CoE) comprising platform engineers, developers, analysts, and architects to deliver secure, scalable, and user-centric solutions that improve service delivery, operational efficiency, and adoption of self-service capabilities. This leader will partner with executive stakeholders to shape the ServiceNow roadmap, manage vendor relationships, drive innovation, and implement KPIs for performance, value realization, and compliance. The ideal candidate brings proven experience in scaling enterprise ServiceNow platforms, strong governance and change-management expertise, and a track record of delivering transformative digital workflows in complex environments.
Degrees
Minimum Qualifications
Bachelor's Degree Information Technology, Computer Science, or a related field
Master's Degree Information Technology, Computer Science, or a related field (Preferred)
Licenses & Certifications
Certificate CSA, CIS / ITSM, CIS / ITOM, CIS/ HRSD, CIS GRC/IRM, CTA or CMA (Preferred)
Work Experience
Seven (7) Years Work Experience in IT Service Management / IT Operations leadership (preferably overseeing ServiceNow or similar enterprise ITSM platforms). Demonstrated success in implementing and optimizing multiple ServiceNow modules (ITSM, SPM, HRSD, CMDB, GRC/IRM, SecOps, Procurement). Strong understanding of ITIL, Agile/SAFe, and enterprise service management best practices. Experience in integrating ServiceNow with ERP, EHR, IAM, and security platforms in complex environments. Familiarity with healthcare IT and regulatory frameworks such as HIPAA, SOX, and HITRUST preferred. Exceptional communication, change-management, and stakeholder engagement skills. Proven track record in vendor management, contract negotiations, and managing multimillion-dollar budgets. Ability to build, lead, and inspire multidisciplinary
Management Experience
Five (5) Years of Management Experience working in healthcare, or other highly regulated industries is preferred (Preferred)
Language Skills
Bilingual (Preferred)
Communication Skills
Above Average Verbal Communication (Heavy Public Contact)
Exceptional Verbal (Public Speaking)
Writing/Correspondence
Writing/Reports
Proficiencies
MS Excel Intermediate
MS Word Intermediate
Job Attributes
Knowledge/Skills/Abilities
Analytical Abilities
Design Knowledge and Skills
Work Schedule
Flexible
On-Call
Eligible for Telecommute
Other Requirements
MS PowerPoint, MS Access, MS Outlook, MS Project, PC