ServiceNow Demand Manager

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.Position SummaryThe ServiceNow Demand Manager is responsible for collecting new demands from business stakeholders and ensuring they align to ServiceNow capabilities and desired business outcomes. The ServiceNow Demand Manager manages day-to-day demand management, from intake, screening, qualification, and demand prioritization ensures all criteria are met to submit a new demand and is responsible for clarifying initial demand requests. The ServiceNow Demand Manager acts as the direct link between the client and the ServiceNow team and is expected to communicate in a timely fashion, using the appropriate medium in a professional manner. The DM is responsible for ensuring compliance to the demand assessment process and presides over the ServiceNow portfolio governance demand board.Primary duties and responsibilities• ​Demand Governance: Manage the day-to-day ServiceNow demand management from intake, screening, qualification, and demand prioritization. Ensure all new asks meet the intake criteria for the ServiceNow demand process including defining business objectives and the value to be delivered. Maintain a prioritized backlog of ServiceNow demands in collaboration with the ServiceNow team and key stakeholders. Work with Product Owners to clarify new asks, prioritize ServiceNow demand for their product and focus areas.• Demand Process Maintain a prioritized backlog of ServiceNow demands in the ServiceNow Strategic Portfolio Management (SPM) module. Work with the ServiceNow SPM Product Owner to provide insight on how the demand process can be improved to streamline, clarify, and reduce manual effort.• Stakeholder Communication: Act as the main point of contact between the requestors, the ServiceNow team and stakeholders, providing regular updates on request progress and addressing any concerns. Hold Office Hours and schedule one-off meetings with requestors and key stakeholders to address questions and clarify demand process requirements.• Client Satisfaction: Ensure that the delivered solutions meet or exceed client expectations. Seek feedback and identify areas for improvement in the demand process from clients. Provide support during the demand lifecycle, including troubleshooting and user training.• Demand Forecasting: Predicting future demand for IT services and resources based on historical data, business plans, and market trends.• Demand Intake Management: Managing the intake process for incoming demands, including requests for new services, changes, or enhancements.• Demand Prioritization: Collaborating with stakeholders to prioritize demands based on business impact, urgency, and available resources.• Resource Allocation: Allocating resources efficiently to meet demand requirements while optimizing resource utilization and minimizing conflicts.• Demand Planning: Developing and maintaining demand management plans, including timelines, resource projections, and contingency plans.• Service Portfolio Management: Overseeing the service portfolio to ensure alignment with business objectives and customer needs.• Demand Analysis and Reporting: Analyzing demand data to identify trends, patterns, and opportunities for improvement; Generating reports and dashboards to communicate demand insights to stakeholders.• Capacity Management: Working closely with capacity management teams to ensure that service capacities align with demand forecasts and business requirements.• Change Impact Assessment: Assessing the impact of proposed changes on demand management processes and adjusting plans accordingly to mitigate risks.• Vendor Management: Collaborating with vendors and service providers to fulfill demand requirements, negotiate contracts, and ensure service level agreements (SLAs) are met.• Continuous Improvement: Driving continuous improvement initiatives to enhance demand management processes, tools, and methodologies.• Risk Management: Identifying and mitigating risks associated with demand fluctuations, resource constraints, and changes in business priorities.• Stakeholder Engagement: Engaging with stakeholders at all levels of the organization to understand their needs, communicate demand management strategies, and build consensus.• Training and Knowledge Sharing: Providing training and guidance to team members and stakeholders on demand management best practices, tools, and processes.• Compliance and Governance: Ensuring compliance with relevant policies, regulations, and standards related to demand management, IT governance, and service delivery.• Cross-Functional Collaboration: Collaborating with other IT teams, such as service delivery, project management, and enterprise architecture, to ensure seamless integration of demand management activities with other IT processes and initiatives.• Budget Management: Assisting in budget planning and tracking expenses related to demand management activities, ensuring alignment with financial goals and constraints.• Performance Monitoring: Monitoring key performance indicators (KPIs) related to demand management, such as demand fulfillment rates, resource utilization, and customer satisfaction.• Documentation and Knowledge Management: Maintaining documentation, templates, and knowledge repositories related to demand management processes, decisions, and outcomes.• Leadership and Mentoring: Providing leadership, guidance, and mentorship to team members, fostering a culture of accountability, collaboration, and continuous learning.Required Skills:• 7+ years of experience with running IT projects / programs using the Agile methodology• 4+ years of experience managing ServiceNow projectsPreferred Skills:• ServiceNow Platform Knowledge: Comprehensive understanding of the ServiceNow platform, including its various modules such as IT Service Management (ITSM), IT Operations Management (ITOM), and IT Business Management (ITBM), experience with the ServiceNow Demand functions.• Demand Management Processes: Proficiency in demand management processes, including demand forecasting, intake, prioritization, and resource allocation.• ITIL Framework: Familiarity with ITIL (Information Technology Infrastructure Library) best practices, particularly in the areas of service strategy, service design, and service transition.• Project Management Skills: Strong project management skills with the ability to oversee multiple projects simultaneously, from initiation to completion, ensuring adherence to timelines and budgets.• Stakeholder Management: Excellent stakeholder management skills, including the ability to communicate effectively with both technical and non-technical stakeholders at various levels of the organization.• Analytical Abilities: Strong analytical skills to interpret data and trends, identify areas for improvement, and make data-driven decisions to optimize demand management processes.• Problem-Solving Skills: Ability to identify and resolve issues and challenges related to demand management effectively, with a proactive and solution-oriented approach.• Change Management: Experience in change management processes, including assessing the impact of changes on demand management activities and implementing strategies to minimize disruptions.• Collaboration and Teamwork: A collaborative mindset with the ability to work effectively in cross-functional teams, fostering a culture of collaboration and knowledge sharing.• Continuous Improvement: Commitment to continuous improvement, with a focus on optimizing processes, enhancing efficiency, and driving innovation in demand management practices.• Vendor Management: Experience in vendor management, including the evaluation, selection, and oversight of third-party vendors and service providers.• Communication Skills: Strong written and verbal communication skills, with the ability to articulate complex concepts clearly and concisely to various audiences.• Leadership Abilities: Leadership qualities, including the ability to inspire and motivate team members, drive results, and lead by example.• Business Acumen: Understanding of business objectives and the ability to align demand management activities with broader organizational goals and strategies.Education:• Bachelor degree from accredited university or equivalent work experience (HS diploma + 4 years relevant experience)• Relevant certifications in ServiceNow, ITIL, project management (e.g., PMP), or related fields would be advantageous.Business Overview:Bring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunitiesPay RangeThe typical pay range for this role is:$82,940.00 - $182,549.40This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company’s equity award program.In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefitsWe anticipate the application window for this opening will close on: 09/30/2024