[Hiring] Manager, Enterprise Applications @North American Partners in Anesthesia

Role Description

The Manager, Enterprise Applications is NAPA's ServiceNow Platform Owner, accountable end to end for the strategy, roadmap, architecture, governance, and day-to-day health of the ServiceNow platform and its integrations. This role leads the ServiceNow team, owns the platform backlog and release process, and partners with business stakeholders to deliver scalable digital workflows across the enterprise.

• Own the ServiceNow platform end to end: architecture, multi-year roadmap, instance strategy, licensing and entitlements, and overall platform performance.
• Platform scope includes ITSM, ITOM, ITAM (HAM/SAM), HRSD Enterprise (Onboarding, Lifecycle Events, and Employee Journeys), and custom scoped applications.
• Shape and prioritize enterprise demand for the platform and preside over design and configuration decisions to maintain a consistent user experience.
• Lead, coach, and manage the ServiceNow team, overseeing platform administration, development, and business analysis.
• Define training, certification, and career development paths for team members.
• Manage external vendors and ServiceNow partners, ensuring adherence to agreed service and support levels.
• Oversee end-to-end delivery of platform enhancements, from intake and design through development, testing (including ATF), update set and release management, and post-implementation support, using Agile methods.
• Plan and execute platform upgrades and patching to maintain release currency, system health, and reliability.
• Analyze business needs and work with stakeholders to design and implement scalable ServiceNow solutions: service catalog items, Flow Designer automation, and low-code applications.
• Own the enterprise integration architecture on the platform, including Integration Hub spokes and REST/SOAP integrations with enterprise systems.
• Establish and enforce platform governance: development standards, update set discipline, instance security hardening, access control reviews, and compliance with enterprise IT policies.
• Report on ServiceNow platform health, performance, capacity, adoption, and ongoing initiatives to IT leadership.
• Provide deep troubleshooting expertise for complex platform issues, from triage to root-cause resolution.

Qualifications

• 8+ years of enterprise platform or application experience, including 3+ years leading technical teams, and 5+ years of hands-on ServiceNow experience.
• Hands-on ServiceNow experience across ITSM, ITOM, ITAM (HAM/SAM), and HRSD.
• Demonstrated success managing platform upgrades, configurations, and third-party integrations.
• Experience implementing development best practices, governance, and Agile workflows within ServiceNow.
• Experience in healthcare or another regulated industry (HIPAA or similar) preferred.
• Solid background in enterprise application integration, performance tuning, and security best practices.
• Able to lead cross-functional teams in a complex environment, with strong communication, organizational, and problem-solving skills.

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent experience.
• ServiceNow Certified System Administrator (CSA) required.
• Additional certifications aligned to our platform footprint are heavily valued, including CIS-ITSM, CIS-HR, CIS-HAM, CIS-SAM, and CIS-ITOM.
• ITIL certification is a plus.
• Agile certification (Scrum Master, SAFe, or PMI-ACP) is desirable.

Benefits

• Generous benefits package, including:
• Salary: $123,000 - $169,000 annually
• Paid Time Off
• Health, life, vision, dental, disability, and AD&D insurance
• Flexible Spending Accounts/Health Savings Accounts
• 401(k)
• Leadership and professional development opportunities