Elara Capital

Senior Director – ServiceNow Platform and Development

Elara Capital

full-time

Posted on:

Location Type: Hybrid

Location: Dallas • Ohio • Texas • United States

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Job Level

Senior

Tech Stack

ERPITSMServiceNowSOAPTableau

About the role

  • Define and execute the multi-year ServiceNow platform roadmap
  • Establish and enforce governance models across ServiceNow modules, including ITSM, ITOM, HRSD, CSM, SecOps, and GRC
  • Ensure architectural integrity and prevent platform sprawl
  • Align ServiceNow initiatives with enterprise digital transformation strategy
  • Drive adoption of out-of-box capabilities while minimizing over-customization
  • Lead internal developers, administrators, architects, and third-party partners
  • Establish development standards, code review practices, and CI/CD discipline
  • Ensure compliance with ServiceNow best practices and upgrade readiness
  • Oversee integrations with EHR, ERP, and other healthcare systems
  • Maintain documentation, configuration management, and manage technical debt backlog
  • Develop and manage the enterprise ServiceNow demand intake process
  • Prioritize initiatives based on strategic value, compliance, risk, and ROI
  • Implement structured sprint and release planning methodologies
  • Own capacity planning across development, administration, QA, and architecture teams
  • Forecast staffing needs, including FTEs and vendor resources
  • Partner with Finance to manage platform costs and optimize licensing
  • Develop executive dashboards showing roadmap progress, sprint velocity and predictability, backlog health/ageing, budget performance, risk indicators, and value realization metrics
  • Translate technical delivery status into business impact through clear narrative summaries
  • Present regular platform performance reviews to executive leadership
  • Establish KPIs tied to automation gains, ticket reduction, SLA improvement, and workflow efficiency
  • Ensure platform configurations support HIPAA and 21st Century Cures Act interoperability where applicable
  • Partner with Security and Compliance teams for audit readiness
  • Oversee role-based access control, and data governance within ServiceNow
  • Support SOX controls and internal audit documentation as required
  • Manage platform budget, including licenses, vendors, and development resources
  • Track automation ROI and operational efficiency gains
  • Reduce shadow IT workflow tools and drive platform consolidation
  • Deliver measurable reductions in manual processes across departments
  • Promotes Elara Caring’s philosophy, mission statement and administrative policies to ensure quality of care
  • Maintains patient and staff privacy and confidentiality pursuant to HIPAA Privacy Final Rule
  • Performs other duties/projects as assigned

Requirements

  • Experience with enterprise resource capacity planning and allocation
  • Ability to establish and apply project prioritization frameworks aligned to strategic objectives
  • Strong knowledge of risk management methodologies and mitigation planning
  • Experience tracking and measuring benefits realization across programs and initiatives
  • Ability to design and implement enterprise governance structures
  • Expertise in ROI modeling, capital planning, and financial performance analysis
  • Demonstrated ability to drive margin improvement and operational efficiency initiatives
  • Working knowledge of healthcare reimbursement models, including Medicare, Medicaid, and managed care environments
  • Experience developing executive dashboards for reporting, decision-making, and performance tracking
  • Experience supporting EHR optimization initiatives and clinical or operational technology platforms
  • Proficiency with data visualization and reporting tools such as Power BI or Tableau
  • Familiarity with HL7 and FHIR integration standards
  • Experience with CRM and care coordination platforms
  • Foundational understanding of data architecture principles and analytics strategy
  • Executive presence with the ability to engage senior leadership and stakeholders
  • Strong structured and concise communication skills
  • Demonstrated change management capability within complex organizations
  • Ability to translate operational and technical details into strategic business insights
  • Proven ability to influence stakeholders without direct reporting authority
  • Deep expertise across multiple ServiceNow modules, including ITSM, ITOM, HRSD, CSM, SecOps, GRC, CMDB architecture, Integration Hub, Flow Designer, and Performance Analytics
  • Strong understanding of REST and SOAP integrations and enterprise API strategy
  • Experience supporting DevOps and CI/CD practices within the ServiceNow ecosystem
  • Working knowledge of Agile and Scrum delivery methodologies
  • Experience managing ServiceNow platform upgrade and lifecycle management processes
Benefits
  • Competitive compensation package
  • Tuition reimbursement for full-time staff and continuing education opportunities for all employees at no cost
  • Opportunities for advancement
  • Comprehensive insurance plans for medical, dental, and vision benefits
  • 401(K) with employer match
  • Paid time off, paid holidays, family, and pet bereavement
  • Pet insurance
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ServiceNowITSMITOMHRSDCSMSecOpsGRCEHRERPCI/CD
Soft Skills
leadershipcommunicationchange managementstrategic thinkinginfluenceproject prioritizationrisk managementcapacity planningstakeholder engagementoperational efficiency