What are the responsibilities and job description for the IT Portfolio and Demand Management Specialist position at St. Charles Health System?
Pay range: $106,787 - $160,180 annually, based on experience.
In addition, this role is eligible to work remotely from an approved state by St. Charles (please refer to the list). If you do not reside in an approved listed state (or do not plan to relocate to an approved listed state) we request, you do not apply for this particular position.
Approved states by St. Charles: Oregon, Arizona, Arkansas, Florida, Idaho, Missouri, Montana, Nevada, New Mexico, North Carolina, Oklahoma, Tennessee, Utah, and Wisconsin.
This position comes with a comprehensive benefits package that includes medical, dental, vision, a 403(b) retirement plan, and a generous Earned Time Off (ETO) program.
ST. CHARLES HEALTH SYSTEM
Job Description
TITLE: IT Portfolio and Demand Management Specialist
REPORTS TO POSITION: IT Manager Customer Experience
DEPARTMENT: Information Technology
DATE LAST REVIEWED: September 2026
OUR VISION: Creating America’s healthiest community, together
OUR MISSION: In the spirit of love and compassion, better health, better care, better value
OUR VALUES: Accountability, Caring and Teamwork
DEPARTMENT SUMMARY: The Information Technology (IT) department helps improve the work of our caregivers by providing efficient systems, comprehensive training, and stellar customer service. We do this by taking pride in the integrity of our workflows, data security, and training delivery. We partner with our customers to best leverage various technologies to achieve the best patient outcomes possible by implementing new hardware and software solutions, upgrading existing environments, protecting the data we store, and integrating different solutions to achieve a seamless experience.
POSITION OVERVIEW: The IT Portfolio and Demand Management Specialist facilitates the IT demand management function by overseeing the intake, evaluation, and prioritization of technology-related requests across the organization. This role partners closely with business and IT leaders to ensure proposed initiatives align with strategic priorities, operational objectives, compliance requirements, and available resource capacity. The position establishes intake standards, facilitates decision-ready business cases, maintains clear visibility into the demand pipeline, and supports portfolio decisions that optimize the delivery of IT services, enhancements, and projects.
Essential Functions And Duties
Facilitate the IT demand management process by capturing, evaluating, and prioritizing incoming requests from business units to ensure alignment with organizational strategy, operational needs, and resource capacity.
Establish and enforce intake standards to ensure demands are accurately classified as service requests, enhancements, optimization efforts, or projects, enabling efficient routing and decision-making.
Develop, maintain, and communicate portfolio dashboards, executive summaries, scorecards, and pipeline reports that provide transparent visibility into demand intake, prioritization, status, portfolio health, resource capacity, and decision points.
Partner with business and IT stakeholders to organize, validate, and mature business cases; define scope, objectives, benefits, assumptions, dependencies, funding considerations, and the appropriate path for each request, including conversion to project work, operational support, optimization, or other intake channels.
Ensure business cases are complete and decision-ready by coordinating required inputs such as approvals, level-of-effort estimates, discovery findings, architectural review, and stakeholder alignment.
Facilitate cross-functional assessment of regulatory, security, technical, and operational risks associated with new demands to support informed prioritization and governance decisions.
Monitor and administer the demand intake lifecycle, ensuring requests progress through defined stages such as submission, triage, discovery, estimation, approval, deferral, rejection, or conversion to project or operational work.
Coordinate the assignment and tracking of non-project work to the appropriate operational pathways, ensuring accurate categorization, accountability, and follow-through for intake items that do not become formal projects.
Ensure proposed initiatives are reviewed for compliance with legal, regulatory, privacy, and organizational requirements prior to approval and execution.
Govern the demand pipeline and portfolio backlog to ensure initiatives are scored, ranked, prioritized, and sequenced in alignment with enterprise strategy, operational priorities, technical dependencies, financial stewardship, risk, and available organizational capacity.
Define, implement, and continuously refine prioritization criteria, scoring methods, and review practices that support consistent portfolio and demand management decisions.
Facilitate recurring demand and portfolio review forums by preparing agendas, decision materials, scoring summaries, capacity views, tradeoff options, and follow-up actions for leadership review and direction.
Maintain portfolio data quality within demand and portfolio management tools, ensuring request records, stage gates, approvals, benefit statements, priority scores, resource estimates, and disposition decisions remain accurate and current.
Leverage ServiceNow Strategic Portfolio Management capabilities, including demand management, portfolio planning, resource management, project portfolio management, reporting, and workflow automation, to support consistent intake, tracking, prioritization, and portfolio decision-making.
Partner with the PMO to track active portfolio health and ensure that approved demands are delivering their intended strategic value.
Monitor resource capacity across IT functions and provide recommendations on timing, sequencing, and tradeoff decisions to balance incoming demand with current commitments and operational support needs.
Design and maintain tools, templates, and intake frameworks that support project managers and leaders in resource planning, effort estimation, and demand transparency.
Partner with project and operational leaders to monitor portfolio execution, identify resource constraints, and adjust allocations or priorities as needed to support successful delivery.
Provides and oversees team’s delivery of customer service in a manner that promotes goodwill, is timely, efficient, and accurate.
Supports the vision, mission, and values of the organization in all respects.
Provides and maintains a safe environment for caregivers, patients, and guests.
Collaborates with teams to review processes and identify/implement opportunities for improvements, applying Lean principles, concepts, and tools.
Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies and procedures, supporting the organization’s corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.
May perform additional duties of similar complexity within the organization, as required or assigned.
Education
EDUCATION:
Required: Bachelor’s degree or combination of education, related industry certification, and experience to perform the full scope of the position.
Preferred
LICENSURE/CERTIFICATION/REGISTRATION:
Required: N/A
Preferred: ServiceNow Certified Implementation Specialist – Strategic Portfolio Management (CIS-SPM) or completion of ServiceNow Strategic Portfolio Management training preferred. At least one (1) IT or professional certification such as ServiceNow, ITIL, PMP, Agile, Lean, or portfolio management certification.
Experience
Required: Minimum of five (5) years of IT or similar professional experience, including recent experience, preferably within the last three to five years, supporting demand intake, portfolio coordination, project intake, operational prioritization, or resource capacity planning in a healthcare, clinical, hospital, ambulatory, affiliate, or similarly regulated environment.
Preferred: ServiceNow experience is highly preferred, particularly experience with ServiceNow Strategic Portfolio Management, ServiceNow Demand Management, Project Portfolio Management, Resource Management, reporting, workflow automation, resource visibility, intake scoring, prioritization, and portfolio decision support. Experience with similar enterprise portfolio management platforms may be considered.
In addition, this role is eligible to work remotely from an approved state by St. Charles (please refer to the list). If you do not reside in an approved listed state (or do not plan to relocate to an approved listed state) we request, you do not apply for this particular position.
Approved states by St. Charles: Oregon, Arizona, Arkansas, Florida, Idaho, Missouri, Montana, Nevada, New Mexico, North Carolina, Oklahoma, Tennessee, Utah, and Wisconsin.
This position comes with a comprehensive benefits package that includes medical, dental, vision, a 403(b) retirement plan, and a generous Earned Time Off (ETO) program.
ST. CHARLES HEALTH SYSTEM
Job Description
TITLE: IT Portfolio and Demand Management Specialist
REPORTS TO POSITION: IT Manager Customer Experience
DEPARTMENT: Information Technology
DATE LAST REVIEWED: September 2026
OUR VISION: Creating America’s healthiest community, together
OUR MISSION: In the spirit of love and compassion, better health, better care, better value
OUR VALUES: Accountability, Caring and Teamwork
DEPARTMENT SUMMARY: The Information Technology (IT) department helps improve the work of our caregivers by providing efficient systems, comprehensive training, and stellar customer service. We do this by taking pride in the integrity of our workflows, data security, and training delivery. We partner with our customers to best leverage various technologies to achieve the best patient outcomes possible by implementing new hardware and software solutions, upgrading existing environments, protecting the data we store, and integrating different solutions to achieve a seamless experience.
POSITION OVERVIEW: The IT Portfolio and Demand Management Specialist facilitates the IT demand management function by overseeing the intake, evaluation, and prioritization of technology-related requests across the organization. This role partners closely with business and IT leaders to ensure proposed initiatives align with strategic priorities, operational objectives, compliance requirements, and available resource capacity. The position establishes intake standards, facilitates decision-ready business cases, maintains clear visibility into the demand pipeline, and supports portfolio decisions that optimize the delivery of IT services, enhancements, and projects.
Essential Functions And Duties
Facilitate the IT demand management process by capturing, evaluating, and prioritizing incoming requests from business units to ensure alignment with organizational strategy, operational needs, and resource capacity.
Establish and enforce intake standards to ensure demands are accurately classified as service requests, enhancements, optimization efforts, or projects, enabling efficient routing and decision-making.
Develop, maintain, and communicate portfolio dashboards, executive summaries, scorecards, and pipeline reports that provide transparent visibility into demand intake, prioritization, status, portfolio health, resource capacity, and decision points.
Partner with business and IT stakeholders to organize, validate, and mature business cases; define scope, objectives, benefits, assumptions, dependencies, funding considerations, and the appropriate path for each request, including conversion to project work, operational support, optimization, or other intake channels.
Ensure business cases are complete and decision-ready by coordinating required inputs such as approvals, level-of-effort estimates, discovery findings, architectural review, and stakeholder alignment.
Facilitate cross-functional assessment of regulatory, security, technical, and operational risks associated with new demands to support informed prioritization and governance decisions.
Monitor and administer the demand intake lifecycle, ensuring requests progress through defined stages such as submission, triage, discovery, estimation, approval, deferral, rejection, or conversion to project or operational work.
Coordinate the assignment and tracking of non-project work to the appropriate operational pathways, ensuring accurate categorization, accountability, and follow-through for intake items that do not become formal projects.
Ensure proposed initiatives are reviewed for compliance with legal, regulatory, privacy, and organizational requirements prior to approval and execution.
Govern the demand pipeline and portfolio backlog to ensure initiatives are scored, ranked, prioritized, and sequenced in alignment with enterprise strategy, operational priorities, technical dependencies, financial stewardship, risk, and available organizational capacity.
Define, implement, and continuously refine prioritization criteria, scoring methods, and review practices that support consistent portfolio and demand management decisions.
Facilitate recurring demand and portfolio review forums by preparing agendas, decision materials, scoring summaries, capacity views, tradeoff options, and follow-up actions for leadership review and direction.
Maintain portfolio data quality within demand and portfolio management tools, ensuring request records, stage gates, approvals, benefit statements, priority scores, resource estimates, and disposition decisions remain accurate and current.
Leverage ServiceNow Strategic Portfolio Management capabilities, including demand management, portfolio planning, resource management, project portfolio management, reporting, and workflow automation, to support consistent intake, tracking, prioritization, and portfolio decision-making.
Partner with the PMO to track active portfolio health and ensure that approved demands are delivering their intended strategic value.
Monitor resource capacity across IT functions and provide recommendations on timing, sequencing, and tradeoff decisions to balance incoming demand with current commitments and operational support needs.
Design and maintain tools, templates, and intake frameworks that support project managers and leaders in resource planning, effort estimation, and demand transparency.
Partner with project and operational leaders to monitor portfolio execution, identify resource constraints, and adjust allocations or priorities as needed to support successful delivery.
Provides and oversees team’s delivery of customer service in a manner that promotes goodwill, is timely, efficient, and accurate.
Supports the vision, mission, and values of the organization in all respects.
Provides and maintains a safe environment for caregivers, patients, and guests.
Collaborates with teams to review processes and identify/implement opportunities for improvements, applying Lean principles, concepts, and tools.
Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies and procedures, supporting the organization’s corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.
May perform additional duties of similar complexity within the organization, as required or assigned.
Education
EDUCATION:
Required: Bachelor’s degree or combination of education, related industry certification, and experience to perform the full scope of the position.
Preferred
LICENSURE/CERTIFICATION/REGISTRATION:
Required: N/A
Preferred: ServiceNow Certified Implementation Specialist – Strategic Portfolio Management (CIS-SPM) or completion of ServiceNow Strategic Portfolio Management training preferred. At least one (1) IT or professional certification such as ServiceNow, ITIL, PMP, Agile, Lean, or portfolio management certification.
Experience
Required: Minimum of five (5) years of IT or similar professional experience, including recent experience, preferably within the last three to five years, supporting demand intake, portfolio coordination, project intake, operational prioritization, or resource capacity planning in a healthcare, clinical, hospital, ambulatory, affiliate, or similarly regulated environment.
Preferred: ServiceNow experience is highly preferred, particularly experience with ServiceNow Strategic Portfolio Management, ServiceNow Demand Management, Project Portfolio Management, Resource Management, reporting, workflow automation, resource visibility, intake scoring, prioritization, and portfolio decision support. Experience with similar enterprise portfolio management platforms may be considered.
Salary : $106,787 - $160,180