Project Manager - Servicenow ITSM (IT Healthcare)

Position Overview:
The Project Manager will be responsible for leading the implementation of a centralized Electronic Health Record (EHR) helpdesk using ServiceNow ITSM and building call workflows with the CXone Cloud Contact Center platform. This role involves managing the deployment of integrated helpdesk operations across the healthcare system and optimizing service workflows to enhance support for end-users. The Project Manager will also serve as a consultant on the EHR Change Management Board and assist in developing change management workflows within ServiceNow to ensure compliance and seamless operations.
Key Responsibilities:
Project Management:

• Lead the end-to-end project management of the centralized EHR helpdesk implementation using ServiceNow ITSM and CXone Cloud Contact Center, ensuring that all deliverables, timelines, and quality standards are met.
• Develop detailed project plans, timelines, budgets, and resource allocations to ensure project goals are achieved within scope and on time.
• Manage communication and collaboration between internal IT teams, clinical stakeholders, vendors, and external partners.
• Coordinate with cross-functional teams to ensure the integration of CXone with the helpdesk solution and ServiceNow for seamless call routing, ticketing, and workflow automation.

• Oversee the customization and configuration of ServiceNow ITSM modules (Incident, Problem, Request, and Change Management) to support the EHR helpdesk functions.
• Design, build, and implement workflows within ServiceNow to automate and improve helpdesk operations, including ticket prioritization, assignment, and escalation.
• Collaborate with internal teams to map out and optimize the ServiceNow workflows that are tied to EHR support and helpdesk operations.

• Implement and configure CXone Cloud Contact Center to streamline helpdesk communications and call management.
• Design and build call workflows, ensuring that calls are routed efficiently based on ticket priority and specialist availability.
• Oversee the integration between CXone and ServiceNow, ensuring that call data is captured and linked to service tickets for reporting and workflow automation.

• Serve as a key consultant and contributor on the EHR Change Management Board, ensuring that any changes to the EHR system are appropriately reviewed, tested, and implemented.
• Design and implement Change Management workflows within ServiceNow, ensuring proper governance and documentation of changes across healthcare facilities.
• Ensure alignment with industry standards and regulatory requirements (e.g., HIPAA, HITECH) during the management of system changes and upgrades.

• Gather requirements from clinical and administrative departments to ensure that the helpdesk solution meets end-user needs and organizational goals.
• Coordinate user acceptance testing (UAT) and oversee training programs for helpdesk staff and end-users on the ServiceNow and CXone platforms.
• Provide regular updates to senior leadership on project status, risks, and key performance indicators (KPIs).

• Provide ongoing support after the go-live of the centralized helpdesk and CXone call center solution, ensuring smooth operations and issue resolution.
• Monitor performance metrics and user feedback to identify areas for improvement in helpdesk processes, call management, and overall system efficiency.
• Lead efforts to optimize and continuously improve the helpdesk operations and workflows.

• Bachelor’s degree in Information Technology, Healthcare Informatics, Business Administration, or a related field. Master’s degree preferred.
• Project Management Professional (PMP), Certified ScrumMaster (CSM), or ITIL certification is highly desirable.

• 5+ years of project management experience, preferably in healthcare IT or EHR implementations.
• Proven experience with ServiceNow ITSM platform implementation, including designing and optimizing workflows.
• Experience with CXone Cloud Contact Center or other call center/contact center solutions.
• Experience with EHR Change Management, including involvement with change management boards and the creation of change governance workflows.
• Strong understanding of EHR systems and their support/operational requirements.
• Exceptional communication and leadership skills, with the ability to engage and influence cross-functional teams and stakeholders.
• Analytical and problem-solving skills to assess system performance, troubleshoot issues, and drive continuous improvement.

• 5 years of Strong project management skills, with the ability to manage complex, multi-phase projects from initiation through completion Required
• 5 years of Knowledge of ITSM best practices and the ability to design effective helpdesk workflows using ServiceNow Required
• 5 years of Strong understanding of EHR systems and healthcare IT environments, with experience managing change in compliance with HIPAA and HITECH Required
• 5 years of Proficiency with CXone or similar cloud contact center platforms, including call flow design and integration with helpdesk systems Required.