IT Product Manager - ServiceNow Security Operations - CommonSpirit Health

CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.

The Product Manager leverages their technical knowledge to provide application support and implementation support of medium to highly complex projects, multi-year programs or enterprise wide assignment. This role supports the Security Operations Module of ServiceNow.

The Product Manager follows defined procedures to perform support or project implementation activities. Typically works on one or more projects or a program as a Product Technical expert and sometimes provides direction where required. 

• Responsible for delivering project assignments of medium to high complexity which includes application design, and configuration build. Interacts with the customer user community in a courteous and professional manner to secure business requirements; perform technical requirements translation and work with Product Engineers or Product Administrators to meet business objectives. 
• Develops test plans for new application functionality from an application/technical perspective. Collaborates with key stakeholders and may provide guidance on function testing.  
• May be pulled into Medium to high complexity issues or requests that need a technical expert for specific solution sets. And typically involved in problem management activities which includes performing diagnosis, troubleshooting and critical thinking to solve or fulfill needs of medium and high complexity; utilizing knowledge management and escalates issues when necessary. 
• Responsible to complete tasks and associated documentation within committed timeframes, and effectively communicate across teams and all levels of management.  
• Participate in technical analysis discussions, deliver supporting artifacts and assist with conducting review sessions for all necessary approvals. 
• Develops and maintains a knowledge management solution and may lead transition to operations functions following implementation delivery.  
• Receives necessary information and training of applications during the implementation of new solutions, upgrades, fixes. 
• May lead Product Release management functions which may include developing test plans, perform test plans, facilitating with end user for end user acceptance testing and may develop application validation scripts for ongoing operations team. 
• Develops overall project task list for team, estimates and resource plans for small to medium scale projects.  
• Day to day interactions with user community and works collaborate with multiple Stakeholders both IT and non-IT as it relates to problem management and project delivery.  
• Provides guidance and training and problem solving assistance to other team members and operational support teams. 
• May lead efforts on continuous process improvement activities to ultimately improve customer satisfaction experience. 
• May assist in the development of service level agreements (SLAs). Monitors deviations and escalates issues to more senior team members. 
• Remote eligible.

• Bachelor’s degree in Computer Science, Technology, Medical, Business discipline or equivalent experience.
• 4-5 years’ experience working in IT as an Application Systems Analyst or Technical Analyst role
  
  Skills:
• Excellent writing/documentation and communication skills
• Fast learner, quality consciousness and committed to providing exceptional customer service
• Knowledge of troubleshooting hardware and software
• Experience working with project life cycle or project management methodologies required.
• 4 or more years’ experience application support, implementation or development experience with applications in a hospital or medical related industry is required.
• Advanced understanding and comfort leading business and technology partners through a structured deployment and/or implementation life cycle and support model. This includes technical requirement gather, specification development and creation of design and system test plans.
• Advanced understanding of technology projects and concepts as they relate to high level business objectives and ability to present those concepts to both IT And non-IT Audiences in concise and easily understandable manner is required.
• Excellent presentation, technical writing and documentation skills are required.
• Strong Analytical and problems solving skills required.
• Ability to handle multiple tasks, set priorities, schedule and meet deadlines is required.
• Proven interpersonal and relationship building skills, with the ability to manage up, down and across levels of the organization is required.
• Highly self-motivated, ability to complete assignments with limited supervision and attentive to detail is required.
• Operational understanding and ability to work in a complex and matrix oriented team environment
• Strong command of key productivity applications: Google Workspace, Zoom, Microsoft Visio,
• Operational knowledge of interfaces/EDI, APIs, and evolving technology is desired.
• Ability to lead discussions with application and project team(s) to define testing scenarios and scripts in alignment with customer and system requirements is a desired skill.

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