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We've made a lot of progress since opening the doors in 1942, but one thing has never changed - our commitment to serve, heal, lead, educate,** **and innovate. We believe** **that every award earned, every record broken and every patient helped is because of the dedicated employees who fill our hallways.

At Ochsner, whether you work with patients** **every day** **or support those who do, you are making a difference and that matters. Come make a difference at Ochsner Health and discover your future today!

Ochsner Health is seeking a visionary Director of IT Service Management (ITSM) to lead the strategic evolution of our enterprise ITSM capabilities. This role will oversee platform governance, service delivery optimization, and innovation across ServiceNow and other ITSM platforms under consideration. The Director will be responsible for aligning ITSM strategy with enterprise goals, driving operational excellence, and enhancing employee experience through scalable, transparent, and automated service processes.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at the company’s discretion.

Education

**Required** - Bachelor’s degree in information technology, Business Administration, or related field

**Preferred** - Master’s degree in business administration, information Technology or related field.

Work Experience

**Required** - 5 years of related experience including 3 in ITSM leadership roles, preferably with ServiceNow experience

**Preferred** - Experience in an information technology setting.

Knowledge Skills and Abilities (KSAs)

Technical Expertise

+ Deep understanding of ITSM frameworks (e.g., ITIL, ESM) and ServiceNow modules (ITOM, ITAM, CMDB, SPM, GRC).

+ Experience with platform evaluation, implementation, and optimization.

+ Familiarity with emerging ITSM technologies including AI agents, virtual assistants, and natural language interfaces.

Strategic Leadership-** **Proven ability to translate enterprise goals into actionable ITSM strategies.

+ Experience leading cross-functional teams and managing complex platform ecosystems.

+ Strong analytical skills with a data-driven approach to decision-making.

Communication & Collaboration

+ Excellent stakeholder engagement and vendor negotiation skills.

+ Ability to lead change management initiatives and foster a culture of continuous improvement.

+ Strong written and verbal communication skills, including executive-level reporting.

Job Duties

Platform Strategy & Governance

+ Define and execute the ITSM roadmap aligned with enterprise digital transformation goals.

+ Oversee platform licensing, renewals, and module rationalization for cost-effective usage.

+ Evaluate alternative ITSM platforms and lead transition planning if applicable

• **Service Delivery & Experience**

+ Enhance usability and transparency for employees through streamlined request processes and intuitive tracking.

+ Champion automation and “shift-left” strategies to enable self-service and reduce operational overhead.

Operational Excellence

+ Support agile alignment, resource visibility, and time documentation improvements for IS teams.

+ Drive continuous improvement through iterative feedback loops and performance analytics

Vendor & Partner Management

+ Manage relationships with ServiceNow and other ITSM vendors, ensuring strategic alignment and timely delivery.

+ Lead partner selection and onboarding for platform implementation and support.

Change Management & Adoption

+ Lead cross-functional adoption efforts and ensure consistent platform usage across departments.

+ Facilitate training, documentation, and stakeholder engagement to maximize platform ROI.

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Remains knowledgeable on current federal, state and local laws, accreditation standards or regulatory agency requirements that apply to the assigned area of responsibility and ensures compliance with all such laws, regulations and standards.

This employer maintains and complies with its Compliance & Privacy Program and Standards of Conduct, including the immediate reporting of any known or suspected unethical or questionable behaviors or conduct; patient/employee safety, patient privacy, and/or other compliance-related concerns.

The employer is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Physical and Environmental Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sedentary Work - Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Must be able to sit and for prolonged periods of time.

Must be able to stoop, bend, reach and grab with arms and hands, manual dexterity.

Normal routine involves no exposure to blood, body fluid or tissue and as part of their employment, incumbents are not called upon to perform or assist in emergency care or first aid.

The incumbent has no occupational risk for exposure to communicable diseases.

Because the incumbent works within a healthcare setting, there may be occupational risk for exposure to hazardous medications or hazardous waste within the environment through receipt, transport, storage, preparation, dispensing, administration, cleaning and/or disposal of contaminated waste. The risk level of exposure may increase depending on the essential job duties of the role.

Are you ready to make a difference? Apply Today!

_Ochsner Health does not consider an individual an applicant until they have formally applied to the open position on this careers website._

**_Please refer to the job description to determine whether the position you are interested in is remote or on-site._** _Individuals who reside in and will work from the following areas are not eligible for remote work position: Colorado, California, Hawaii, Illinois, Maryland,Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington, and Washington D.C._

_Ochsner Health endeavors to make our site accessible to all users. If you would like to contact us regarding the accessibility of our website, or if you need an accommodation to complete the application process, please contact our HR Employee Solution Center at 504-842-4748 (select option 1) or_** **[email protected]_** **_. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications._

Ochsner is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any legally protected class, including protected veterans and individuals with disabilities.