Program Manager

Insight Global; United States; Remote; USD 83,000 - 90,000; Full time

Job summary

Insight Global seeks an experienced ServiceNow Program Manager to lead the Epic EMR integration and service desk transformation. You will partner with IT, clinical, operational, and vendor stakeholders to modernize support delivery and drive platform adoption.

The role emphasizes strategy, governance, stakeholder management, and execution leadership rather than hands-on configuration, with remote EST schedule and some travel to MD during go-live Q4 2027.

Qualifications

• 7+ years of project or program management experience in healthcare IT environments
• Experience leading ServiceNow implementations, integrations, or service desk transformations in healthcare
• Experience implementing self-service, ticket automation, knowledge management, or workflow optimization
• Experience modernizing ITSM processes including incident management and self-service portals
• Strong understanding of healthcare IT operations and service desk workflows
• Experience overseeing complex initiatives with multiple vendors and teams
• Experience leading cross-functional teams across applications, infrastructure, and security
• Experience managing vendors and implementation partners
• Strong stakeholder management and change management experience

Responsibilities

• Lead the ServiceNow and Epic EMR integration program from planning through deployment and stabilization
• Design and oversee integration strategies between Epic and ServiceNow with streamlined incident submission and automated workflows
• Provide leadership for ServiceNow implementation and optimization efforts by internal teams and partners
• Partner with Epic, IT, service desk, and operations to improve processes and end-user experience
• Coordinate activities across ServiceNow, Epic, Infrastructure, Security, Clinical, and third parties
• Develop and manage program roadmaps, timelines, risks, and communications
• Implement workflow automation and self-service capabilities
• Lead organizational change management, user adoption, and training
• Establish KPIs for service delivery and platform adoption
• Identify opportunities for continuous improvement and modernization

Job description

Title: ServiceNow Program Manager (Epic Integration & Service Desk Transformation)

Compensation: $60-65/hr approx.

Location: Remote EST schedule (some travel to MD during go-live Q4 2027, expensed)

Schedule: M-F day shift, core hours (EST); 40hrs/wk (OT not expected but may be available throughout assignment)

Duration: 12mo W2 contract, potential for extensions and/or conversion to FTE

Interview Process

1 & Done (virtual - MS Teams)

• Interview Times: Weds 10/7 9AM, 10AM, 11AM, Fri 10/9 9AM, 10AM, 11AM

Start Date

ASAP (1-3 weeks after offer acceptance, based on candidate availability & onboarding completion speed)

Job Summary

Seeking an experienced ServiceNow Program Manager to lead the integration of ServiceNow and Epic EMR while driving service desk transformation initiatives across the organization. This individual will partner with IT, clinical, operational, and vendor stakeholders to improve support workflows, drive platform adoption, and modernize service delivery. The ideal candidate brings a strong combination of ServiceNow, healthcare IT knowledge, and experience working within Epic environments. This role is focused on strategy, governance, stakeholder management, vendor oversight, and execution leadership rather than hands-on ServiceNow development or Epic configuration.

Must-Have Qualifications

• 7+ years of project or program management experience supporting enterprise IT initiatives, preferably within healthcare environments
• Experience leading ServiceNow implementations, integrations, or service desk transformation initiatives within healthcare environments
• Experience implementing self-service, ticket automation, knowledge management, or workflow optimization solutions designed to reduce help desk call volume and improve end-user support experiences
• Experience modernizing IT service management (ITSM) processes, including incident management, request fulfillment, knowledge management, or self-service portals
• Strong understanding of healthcare IT operations and service desk workflows
• Experience overseeing complex technology initiatives involving multiple stakeholder groups, vendors, and application teams
• Experience leading cross-functional teams across applications, infrastructure, security, and operations
• Experience managing vendors, implementation partners, and third-party resources
• Strong stakeholder management, executive communication, and change management experience

Preferred Qualifications

• ServiceNow certifications (CSA, CIS-ITSM, CIS-CSM, CAD, etc.)
• Experience working within Epic EMR environments or supporting Epic-related initiatives
• Experience with ServiceNow Virtual Agent, AI capabilities, and workflow automation
• Experience modernizing service desk or support operations
• PMP, PgMP, Agile, Lean, or related certifications

Key Responsibilities

• Lead the ServiceNow and Epic EMR integration program from planning through deployment and stabilization
• Design and oversee integration strategies between Epic and ServiceNow, enabling streamlined incident submission, self-service support, knowledge article access, and automated workflows directly within the Epic user experience
• Provide leadership and oversight for ServiceNow implementation, enhancement, and optimization efforts executed by internal teams and implementation partners
• Partner with Epic, IT, service desk, and operational teams to improve support processes and end-user experience
• Coordinate activities across ServiceNow, Epic, Infrastructure, Security, Clinical, and third-party teams to ensure successful delivery and adoption
• Develop and manage program roadmaps, timelines, risks, dependencies, and stakeholder communications
• Implement workflow automation, self-service capabilities, and support process improvements
• Lead organizational change management, user adoption, and training initiatives
• Establish and track KPIs related to service delivery, platform adoption, help desk call reduction, and operational performance
• Identify opportunities for continuous improvement, automation, and service modernization