ServiceNow ITSM Request Manager

Overview

Be inspired. Be valued. Belong.

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

Comprehensive health benefits that start day 1

Student Loan Repayment Assistance & Reimbursement Programs

Family-focused benefits

Wellness incentives

Ongoing mentorship, development, leadership programs...and more!

Remote position, however candidates must reside in one of the following states: Alabama, Arkansas, Florida, Georgia, Illinois, Louisiana, Michigan, New Hampshire, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, or Wisconsin.

Description

Emory Healthcare is seeking a ServiceNow ITSM Request Manager to serve as a subject matter expert and operational leader for the Request Management practice. This role is an individual contributor with strong leadership accountability, responsible for overseeing Request Management and related demand intake activities in alignment with ITIL and ITSM best practices.

The ideal candidate is self-motivated, highly driven, and comfortable leading through influence, with deep hands-on expertise in ServiceNow Request Management, service catalog governance, analytics, and continuous improvement. This role will partner closely with Digital teams, business stakeholders, and leadership to ensure requests and demands are efficiently evaluated, prioritized, fulfilled, and continuously optimized.

RESPONSIBILITIES:

Serve as the Request Management Subject Matter Expert (SME) and lead for effective and efficient operation of Request Management within the ServiceNow platform.

Support demand management activities, including intake, assessment, prioritization, and routing of requests to appropriate fulfillment or project pathways.

Evaluate incoming requests against existing tools, services, technologies, and enterprise standards.

Partner with stakeholders to ensure demand aligns with strategic priorities, capacity, and operational readiness.

ServiceNow Platform & Analytics:

Ensure requests are properly documented, categorized, assessed, and fulfilled using defined ServiceNow workflows.

Monitor and remediate Request Management and service catalog process or quality deviations.

Develop, maintain, and analyze KPIs, metrics, dashboards, and reports using ServiceNow Performance Analytics; Power BI experience is a strong plus.

Use data-driven insights to identify trends, risks, and continuous improvement opportunities.

Leverage SharePoint to support documentation repositories, reporting artifacts, and cross-team collaboration.

Process Governance & Continuous Improvement:

Advise ITSM stakeholders on Request Management, service catalog governance, and ITSM best practices.

Lead continual service improvement initiatives related to Request Management, demand intake, and service catalog optimization.

Research industry best practices and recommend process, workflow, and tooling enhancements.

Collaborate with Digital teams, business partners, vendors, and Emory University OIT on cross-functional ITSM initiatives.

Leadership, Training & Enablement:

Function as a lead business partner with Request Management and catalog stakeholders.

Mentor team members on documentation standards, process adherence, and ServiceNow functionality.

Develop and deliver training content for ITSM users and junior ITSM staff.

Train new ITSM team members and provide performance feedback to ITSM leadership.

Act as an escalation point for complex processes, catalog, and customer-related challenges.

Operational Support:

Respond to requests and support items in accordance with SLAs, providing timely and clear updates through resolution.

Assist with queue management to ensure efficient intake and follow-up.

Review customer survey feedback and resolve or escalate concerns appropriately.

Participate in on-call rotation as scheduled and assist with on-call planning.

Serve on major incident bridges in designated ITSM roles.

PREFERRED QUALIFICATIONS:

ITIL Foundation Certification

Deep expertise in ServiceNow Request Management, workflows, and service catalog design

Experience managing complex service catalogs and catalog items

Strong understanding of ITIL-aligned request fulfillment and governance

Experience designing, optimizing, and scaling ITSM workflows

Hands-on experience with ServiceNow Performance Analytics and reporting

Power BI experience preferred

Strong proficiency with SharePoint for documentation, reporting, and collaboration

Demonstrated leadership skills with the ability to influence without direct authority

Self-starter with strong accountability, organization, and follow-through

MINIMUM QUALIFICATIONS:

Bachelors Degree in IT related field.

7 years of Information Technology experience.

ITIL Foundations and IT Service Management certifications preferred.

10 years Information Technology experience required in lieu of a degree.

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org . Please note that one week's advance notice is preferred.

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Division Emory Healthcare Inc.

Campus Location Atlanta, GA, 30345

Campus Location US-GA-Atlanta

Department EHIDIG Digital Operations_

Job Type Regular Full-Time

Job Number 160961

Job Category Information Technology

Schedule 8a-5p

Standard Hours 40 Hours

Hourly Minimum USD $47.50/Hr.

Hourly Midpoint USD $59.01/Hr.

Emory Healthcare is an Equal Employment Opportunity employer committed to providing equal opportunity in all of its employment practices and decisions. Emory Healthcare prohibits discrimination, harassment, and retaliation in employment based on race, color, religion, national origin, sex, sexual orientation, gender identity or expression, pregnancy, age (40 and over), disability, citizenship, genetic information, service in the uniformed services, veteran status or any other classification protected by applicable federal, state, or local law.