[Hiring] IT Portfolio and Demand Management Specialist @St. Charles Health System

Role Description

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.
• Establish and enforce intake standards for accurate classification of demands.
• Develop, maintain, and communicate portfolio dashboards, executive summaries, scorecards, and pipeline reports.
• Partner with business and IT stakeholders to organize, validate, and mature business cases.
• Ensure business cases are complete and decision-ready by coordinating required inputs.
• Facilitate cross-functional assessment of regulatory, security, technical, and operational risks.
• Monitor and administer the demand intake lifecycle.
• Coordinate the assignment and tracking of non-project work.
• Ensure proposed initiatives comply with legal, regulatory, privacy, and organizational requirements.
• Govern the demand pipeline and portfolio backlog.
• Define, implement, and continuously refine prioritization criteria and scoring methods.
• Facilitate recurring demand and portfolio review forums.
• Maintain portfolio data quality within demand and portfolio management tools.
• Leverage ServiceNow Strategic Portfolio Management capabilities.
• Partner with the PMO to track active portfolio health.
• Monitor resource capacity across IT functions.
• Design and maintain tools, templates, and intake frameworks.
• Partner with project and operational leaders to monitor portfolio execution.
• Provide and oversee the team’s delivery of customer service.
• Support the vision, mission, and values of the organization.
• Provide and maintain a safe environment for caregivers, patients, and guests.
• Collaborate with teams to review processes and identify/implement improvements.
• Conduct all activities with professionalism and confidentiality.
• May perform additional duties of similar complexity as required or assigned.

Qualifications

• Bachelor’s degree or combination of education, related industry certification, and experience.

Licensure/Certification/Registration

• ServiceNow Certified Implementation Specialist – Strategic Portfolio Management (CIS-SPM) preferred.
• At least one IT or professional certification such as ServiceNow, ITIL, PMP, Agile, Lean, or portfolio management certification preferred.

Experience

• Minimum of five years of IT or similar professional experience.
• Recent experience supporting demand intake, portfolio coordination, project intake, operational prioritization, or resource capacity planning in a healthcare environment preferred.
• ServiceNow experience is highly preferred.

Additional Position Information

• Ability to travel to business functions/trainings/meetings as required.
• Manages a high volume of work with efficiency.
• Resourceful and proactive problem solver.
• Strong attention to detail and accountability.
• Demonstrates attentive, empathetic, inclusive leadership.
• Intermediate to advanced proficiency in Microsoft applications.
• Experience using ServiceNow or similar enterprise workflow platforms preferred.

Physical Requirements

• Continually (75% or more): Sitting, keyboard operation, clear and audible speaking voice.
• Frequently (50%): Standing, lifting 1-10 pounds.
• Occasionally (25%): Bending, reaching overhead, carrying/pushing, or pulling 1-10 pounds.
• Rarely (10%): Walking, stooping/kneeling/crouching, climbing stairs.
• Never (0%): Climbing ladder/stepstool, lifting/carrying/pushing, or pulling 11-50 pounds.

Schedule Weekly Hours

• 40 hours
• Regular caregiver type
• First Shift (United States of America)
• Exempt position
• Scheduled Days of the Week: Monday-Friday
• Shift Start & End Time: 8:00 am - 5:00 pm