Service Desk Team Lead

MetroPlusHealth provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly-owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlusHealth network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlus has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.MetroPlusHealth is seeking a ServiceNow Team Lead position.This position will manage the ServiceNow team in the IT Department and will report directly to the AED of Application & Support. The ServiceNow Team Lead will direct the ServiceNow Team to deliver IT services on an enterprise scale.

Job Overview

The ServiceNow Team Lead is responsible for providing technical leadership and overseeing the implementation, configuration, and maintenance of the ServiceNow platform to support MetroPlusHealth's IT service management and business process automation needs. The role involves leading a team of ServiceNow administrators, developers, and analysts, and collaborating closely with clients and cross-functional teams to gather and understand business requirements and translate them into technical designs. Additionally, the team lead provides consultative technical leadership, creates architecture designs, and ensures that ServiceNow solutions align with business objectives.

Our goal with the ServiceNow Team Lead position is to improve the experience of our members, employees and co-workers, vendors, and neighbors throughout the City.

• Act as lead in defining the platform strategy offerings, solution architecture, design, integration, and best practices of the ServiceNow platform in the MetroPlusHealth environment
• Prioritize current requests and map the future state for the ServiceNow platform
• Champion the ServiceNow space and advocate for best practices and policies
• Drive the delivery of all ServiceNow-based solutions, providing leadership and guidance to the team
• Evaluate business requirements to determine what workflow, integration technologies, system architectures, and configurations should be employed to meet business objectives efficiently and effectively
• Oversee the implementation, configuration, and maintenance of the ServiceNow platform to support MetroPlusHealth IT service management and business process automation needs
• Maintain and ensure Change Management and ServiceNow maps to service management processes
• Provide support throughout the organization
• Maintain records and keep thorough documentation
• Lead the team of ServiceNow administrators, developers, and analysts
• Provide technical leadership and guidance to the team
• Collaborate with clients and cross-functional teams to gather and understand business requirements and translate them into technical designs
• Identify, diagnose, research, track, and resolve technical issues
• Provide consultative technical leadership and create and develop dashboard reporting
• Ensure that deadlines are met, schedules are current, and objectives are achieved
• Serve as a point of escalation for the customer and technical staff, and remove obstacles and provide solutions when needed

• Bachelor's Degree in Computer Science or a related technical discipline; and
• 6+ years of directly related experience in ServiceNow administration; and
• 3 years in an IT leadership role; or
• An equivalent combination of education, technical certifications or training, and work experience
• Experience with and established knowledge of ServiceNow and ITIL
• Knowledge of standard IT hardware and equipment

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