Senior IT Portfolio and Demand Management Specialist

Pay range: $106,787 - $160,180 annually, based on experience.
In addition, this role is eligible to work remotely from an approved state by St. Charles (please refer to the list). If you do not reside in an approved listed state (or do not plan to relocate to an approved listed state) we request, you do not apply for this particular position.
Approved states by St. Charles: Oregon, Arizona, Arkansas, Florida, Idaho, Missouri, Montana, Nevada, New Mexico, North Carolina, Oklahoma, Tennessee, Utah, and Wisconsin.
This position comes with a comprehensive benefits package that includes medical, dental, vision, a 403(b) retirement plan, and a generous Earned Time Off (ETO) program.

ST. CHARLES HEALTH SYSTEM

JOB DESCRIPTION

TITLE:                                        IT Portfolio and Demand Management Specialist

REPORTS TO POSITION:         IT Manager Customer Experience

DEPARTMENT:                         Information Technology

DATE LAST REVIEWED:          September 2026

OUR VISION:                            Creating America’s healthiest community, together

OUR MISSION:                         In the spirit of love and compassion, better health, better care, better value

OUR VALUES:                          Accountability, Caring and Teamwork

DEPARTMENT SUMMARY: The Information Technology (IT) department helps improve the work of our caregivers by providing efficient systems, comprehensive training, and stellar customer service. We do this by taking pride in the integrity of our workflows, data security, and training delivery. We partner with our customers to best leverage various technologies to achieve the best patient outcomes possible by implementing new hardware and software solutions, upgrading existing environments, protecting the data we store, and integrating different solutions to achieve a seamless experience.

POSITION OVERVIEW: The IT Portfolio and Demand Management Specialist facilitates the IT demand management function by overseeing the intake, evaluation, and prioritization of technology-related requests across the organization. This role partners closely with business and IT leaders to ensure proposed initiatives align with strategic priorities, operational objectives, compliance requirements, and available resource capacity. The position establishes intake standards, facilitates decision-ready business cases, maintains clear visibility into the demand pipeline, and supports portfolio decisions that optimize the delivery of IT services, enhancements, and projects.

ESSENTIAL FUNCTIONS AND DUTIES:

Facilitate the IT demand management process by capturing, evaluating, and prioritizing incoming requests from business units to ensure alignment with organizational strategy, operational needs, and resource capacity.

Establish and enforce intake standards to ensure demands are accurately classified as service requests, enhancements, optimization efforts, or projects, enabling efficient routing and decision-making.

Develop, maintain, and communicate portfolio dashboards, executive summaries, scorecards, and pipeline reports that provide transparent visibility into demand intake, prioritization, status, portfolio health, resource capacity, and decision points.

Partner with business and IT stakeholders to organize, validate, and mature business cases; define scope, objectives, benefits, assumptions, dependencies, funding considerations, and the appropriate path for each request, including conversion to project work, operational support, optimization, or other intake channels.

Ensure business cases are complete and decision-ready by coordinating required inputs such as approvals, level-of-effort estimates, discovery findings, architectural review, and stakeholder alignment.

Facilitate cross-functional assessment of regulatory, security, technical, and operational risks associated with new demands to support informed prioritization and governance decisions.

Monitor and administer the demand intake lifecycle, ensuring requests progress through defined stages such as submission, triage, discovery, estimation, approval, deferral, rejection, or conversion to project or operational work.

Coordinate the assignment and tracking of non-project work to the appropriate operational pathways, ensuring accurate categorization, accountability, and follow-through for intake items that do not become formal projects.

Ensure proposed initiatives are reviewed for compliance with legal, regulatory, privacy, and organizational requirements prior to approval and execution.

Govern the demand pipeline and portfolio backlog to ensure initiatives are scored, ranked, prioritized, and sequenced in alignment with enterprise strategy, operational priorities, technical dependencies, financial stewardship, risk, and available organizational capacity.

Define, implement, and continuously refine prioritization criteria, scoring methods, and review practices that support consistent portfolio and demand management decisions.

Facilitate recurring demand and portfolio review forums by preparing agendas, decision materials, scoring summaries, capacity views, tradeoff options, and follow-up actions for leadership review and direction.

Maintain portfolio data quality within demand and portfolio management tools, ensuring request records, stage gates, approvals, benefit statements, priority scores, resource estimates, and disposition decisions remain accurate and current.

Leverage ServiceNow Strategic Portfolio Management capabilities, including demand management, portfolio planning, resource management, project portfolio management, reporting, and workflow automation, to support consistent intake, tracking, prioritization, and portfolio decision-making.

Partner with the PMO to track active portfolio health and ensure that approved demands are delivering their intended strategic value.

Monitor resource capacity across IT functions and provide recommendations on timing, sequencing, and tradeoff decisions to balance incoming demand with current commitments and operational support needs.

Design and maintain tools, templates, and intake frameworks that support project managers and leaders in resource planning, effort estimation, and demand transparency.

Partner with project and operational leaders to monitor portfolio execution, identify resource constraints, and adjust allocations or priorities as needed to support successful delivery.

Provides and oversees team’s delivery of customer service in a manner that promotes goodwill, is timely, efficient, and accurate.

Supports the vision, mission, and values of the organization in all respects.

Provides and maintains a safe environment for caregivers, patients, and guests.

Collaborates with teams to review processes and identify/implement opportunities for improvements, applying Lean principles, concepts, and tools.

Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies and procedures, supporting the organization’s corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.

May perform additional duties of similar complexity within the organization, as required or assigned.

EDUCATION:                  

Required: Bachelor’s degree or combination of education, related industry certification, and experience to perform the full scope of the position.

Preferred:

LICENSURE/CERTIFICATION/REGISTRATION:

Required: N/A

Preferred: ServiceNow Certified Implementation Specialist – Strategic Portfolio Management (CIS-SPM) or completion of ServiceNow Strategic Portfolio Management training preferred. At least one (1) IT or professional certification such as ServiceNow, ITIL, PMP, Agile, Lean, or portfolio management certification.

EXPERIENCE:

Required: Minimum of five (5) years of IT or similar professional experience, including recent experience, preferably within the last three to five years, supporting demand intake, portfolio coordination, project intake, operational prioritization, or resource capacity planning in a healthcare, clinical, hospital, ambulatory, affiliate, or similarly regulated environment.

Preferred: ServiceNow experience is highly preferred, particularly experience with ServiceNow Strategic Portfolio Management, ServiceNow Demand Management, Project Portfolio Management, Resource Management, reporting, workflow automation, resource visibility, intake scoring, prioritization, and portfolio decision support. Experience with similar enterprise portfolio management platforms may be considered.

ADDITIONAL POSITION INFORMATION: 

Travel: Ability to travel to business functions / trainings / meetings for all St. Charles Health System’s sites and affiliate sites as required. Occasional overnight travel will be required.

General Skills:

Manages a high volume of work with efficiency: Has a system for keeping tasks from slipping through the cracks. Able to juggle competing demands and prioritize without sacrificing quality. Identify deadlines and create plans to achieve deadlines.

Resourceful: Consistently overcomes challenges and leverages resources to creatively solve problems. Proposes solutions to issues without much guidance. Proactively asks for help, anticipates problems, and course-corrects where needed.

Attention to detail: Notices and corrects errors that others might overlook.

Accountability: Acknowledges mistakes and turns them into learning opportunities.

Strong sense of ownership, flexibility, and resilience: Plans ahead and find alternative paths to get to the finish line. Bounces back from setbacks and rejections. Holds self to high standards even when things are hectic. Ready to take advantage of unexpected opportunities; adapt quickly as things change.

Attentive, empathetic leadership: Enthusiasm for meeting and engaging with people. Empathize with the teams we serve. Listen closely to understand needs or concerns and take steps based on that input. Take pride in providing clear, helpful information.

Inclusive leadership and management: Brings a clear vision and recognizes the value of divergent perspectives. Approaches leadership with a mindset of “power with” rather than “power over” and regularly includes others in planning and decision-making. Able to make and communicate difficult decisions in the best interest of the organization. Creates plans for staff development, retention, strategy, and improving culture.

Proactive problem solving: Proactively develop solutions to challenges, including by constantly looking at big-picture progress on the programs team, and by flagging any potential upcoming challenges in the organization overall.

Mathematical Skills: 

Performs intermediate to advanced math (analysis, statistics, significant data, or number manipulation).

Language Skills:  

Reads, writes, and speaks English.

Computer Skills:

Intermediate to advanced proficiency in Microsoft applications (Outlook, Word, Excel, and Visio), database management, and document preparation.

Demonstrated ability and experience in computer applications for project management and use of electronic medical record keeping systems

Experience using ServiceNow or similar enterprise workflow, ITSM, demand management, or portfolio management platforms is highly preferred.

PERSONAL PROTECTIVE EQUIPMENT

Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.

PHYSICAL REQUIREMENTS: 

Continually (75% or more): Sitting, keyboard operation, use of clear and audible speaking voice and the ability to hear normal speech level.

Frequently (50%): Standing, lifting 1-10 pounds, grasping/squeezing.

Occasionally (25%): Bending, reaching overhead, carrying/pushing, or pulling 1-10 pounds.

Rarely (10%): Walking, stooping/kneeling/crouching, climbing stairs.

Never (0%): Climbing ladder/stepstool, lifting/carrying/pushing, or pulling 11-50 pounds, operation of a motor vehicle, ability to hear whispered speech level.

Exposure to Elemental Factors

Never (0%): Heat, cold, wet/slippery area, noise, dust, vibration, chemical solution, uneven surface.

Blood-Borne Pathogen (BBP) Exposure Category

No Risk for Exposure to BBP

Schedule Weekly Hours:

40

Caregiver Type:

Regular

Shift:

First Shift (United States of America)

Is Exempt Position?

Yes

Job Family:

SPECIALIST INFORMATION TECHNOLOGY

Scheduled Days of the Week:

Monday-Friday

Shift Start & End Time:

8:00 am - 5:00 pm