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Principal Engineering Program Manager

About Providence

Providence, one of the US’s largest not-for-profit healthcare systems, is committed to high quality, compassionate healthcare for all. Driven by the belief that health is a human right and the vision, ‘Health for a better world’, Providence and its 121,000 caregivers strive to provide everyone access to affordable quality care and services.

Providence has a network of 51 hospitals, 1,000+ care clinics, senior services, supportive housing, and other health and educational services in the US.

Providence India is bringing to fruition the transformational shift of the healthcare ecosystem to Health 2.0. The India center will have focused efforts around healthcare technology and innovation, and play a vital role in driving digital transformation of health systems for improved patient outcomes and experiences, caregiver efficiency, and running the business of Providence at scale.


Why Us?

  • Best In-class Benefits
  • Inclusive Leadership
  • Reimagining Healthcare
  • Competitive Pay
  • Supportive Reporting Relation

ITOM & CSDM Program Manager (9–12 Years Experience)

Role Overview

We are seeking an experienced Business Analyst with expertise in IT Operations Management (ITOM) and Common Service Data Model (CSDM) to drive digital transformation initiatives, optimize IT operations, and enable robust service modeling. The ideal candidate will act as a bridge between business stakeholders and technical teams, ensuring effective implementation of ITOM capabilities aligned with CSDM standards.

Key Responsibilities

Business Analysis & Stakeholder Management

  • Engage with business stakeholders, IT teams, and leadership to gather, analyze, and document requirements.
  • Translate business needs into functional and technical requirements, ensuring clarity for development teams.
  • Facilitate workshops, requirement sessions, and process discussions.
  • Act as a trusted advisor on ITOM and ServiceNow best practices.

ITOM (IT Operations Management)

  • Drive implementation and enhancement of ITOM modules such as:
    • Discovery
    • Service Mapping
    • Event Management
    • Cloud Management / Orchestration
  • Define and document CMDB data requirements and relationships.
  • Ensure accurate infrastructure and service visibility through ITOM solutions.
  • Work closely with technical teams to improve automation, monitoring, and event correlation.

CSDM (Common Service Data Model)

  • Lead or support CSDM adoption and maturity initiatives.
  • Define and maintain service models, application services, and business services.
  • Align CMDB structure with CSDM standards and governance practices.
  • Ensure data consistency, data quality, and lifecycle management within CMDB.
  • Collaborate with architecture teams on service taxonomy and modeling frameworks.

Process Optimization

  • Analyze existing ITSM/ITOM processes and recommend improvements.
  • Align processes with ITIL best practices.
  • Identify automation opportunities to improve operational efficiency.

Documentation & Deliverables

  • Create and maintain:
    • Business Requirement Documents (BRDs)
    • Functional Specifications
    • User Stories & Acceptance Criteria
    • Process Flow Diagrams
    • Data Models & Service Maps
  • Support UAT planning and execution, including test cases and validation.

Governance & Compliance

  • Ensure adherence to organizational data governance and CMDB policies.
  • Support audits and compliance requirements related to IT operations and data management.
  • Define KPIs and metrics for ITOM and CSDM effectiveness.

Required Skills & Experience

Experience

  • 9–12 years of experience as a Business Analyst in IT/Service Management environments.
  • 4+ years of hands-on experience with ServiceNow ITOM and CMDB.
  • Proven experience in CSDM framework implementation or alignment.

Technical Skills

  • Strong understanding of:
    • ITOM modules (Discovery, Service Mapping, Event Management)
    • CMDB architecture and data modeling
    • CSDM lifecycle and domains
  • Familiarity with:
    • Cloud infrastructure (AWS/Azure/GCP)
    • Monitoring and event tools (e.g., Splunk, Dynatrace)
  • Working knowledge of APIs, integrations, and data flows.

Functional Skills

  • Strong knowledge of ITIL processes (Incident, Problem, Change, Asset, Configuration).
  • Expertise in process modeling tools (Visio, Lucidchart, etc.).
  • Ability to interpret technical architectures into business-friendly insights.

Soft Skills

  • Excellent communication and stakeholder management skills.
  • Strong analytical and problem-solving capabilities.
  • Ability to work in cross-functional and global teams.
  • Leadership and mentoring abilities

Providence’s vision to create ‘Health for a Better World’ aids us to provide a fair and equitable workplace for all in our employment, whether temporary, part-time or full time, and to promote individuality and diversity of thought and background, and acknowledge its role in the organization’s success. This makes us committed towards equal employment opportunities, regardless of race, religion or belief, color, ancestry, disability, marital status, gender, sexual orientation, age, nationality, ethnic origin, pregnancy, or related needs, mental or sensory disability, HIV Status, or any other category protected by applicable law. In furtherance to our mission in building a more inclusive and equitable environment, we shall, from time to time, undertake programs to assist, uplift and empower underrepresented groups including but not limited to Women, PWD (Persons with Disabilities), LGTBQ+ (Lesbian, Gay, Transgender, Bisexual or Queer), Veterans and others. We strive to address all forms of discrimination or harassment and provide a safe and confidential process to report any misconduct.

Contact our Integrity hotline also, read our Code of Conduct.

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