ServiceNow Provider Network Management: Workflow Implementation

About this Project

This project focused on strengthening and standardizing the Provider Network Management (PNM) team’s workflow within ServiceNow as they transitioned to a new provider-facing documentation portal.

Providers used the portal to register, submit required documents, and initiate onboarding into UCare’s network. However, the PNM team lacked clear visibility into the front-end experience, did not have established workflows or job aids, and had no unified process for managing documentation once it entered the ticketing system.

The goal of this initiative was to create a structured, streamlined workflow that improved accuracy, consistency, and accountability across PNM operations. This included building task-based job aids, mapping workflow steps, centralizing archived documentation in SharePoint, establishing audit-ready tracking practices, and supporting the design of a dashboard to help teams monitor pending tickets and workload distribution.

The project also addressed the need for a standardized process for submitting, approving, and updating work instructions—ensuring all team members had access to the most current and accurate operational guidance. By shifting from outdated, role-based documentation to clear, task-driven workflows, the PNM team gained the structure and operational alignment needed to support the new portal and maintain high-quality provider data.

The Challenge

The Provider Network Management (PNM) team used a ServiceNow ticket-based workflow to manage documentation submitted by providers through the online portal. Providers registered through the site and submitted required materials — practice details, NPI, tax ID, licensure, credentials, and other onboarding documents needed to begin contracting with UCare.

However, this new portal created several operational challenges. The PNM team did not have clear workflows, job aids, or visibility into the provider-facing front end. Employees were unsure what information providers submitted, how it appeared in the system, or how to respond accurately and consistently within the ticket workflow.

Documentation tracking and storage also lacked structure. The team needed:

• A centralized SharePoint library for archiving provider documents

• Workflows for historical record keeping and audit readiness

• Version control systems for documentation changes

• Improved traceability and accountability

• Dashboards displaying tickets pending completion

Existing process documentation was outdated, inconsistent, and overly complex — more than 100 pages of overlapping job aids focused on roles, even though multiple staff performed the same tasks. This led to confusion, variability, unclear responsibilities, and inconsistent processing.

Additionally, the team lacked a standardized process for submitting updates to work instructions — including routing, approvals, version management, and publishing — to ensure all staff were always working from the most current, accurate information.

Overall, the challenge extended beyond technology: the PNM team needed structured workflows, task-based documentation, training, governance, and operational alignment to support a new portal, new documentation pathways, and an evolving provider update process.

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My Role

I served as the operational lead and cross-functional connector for the PNM workflow implementation in ServiceNow.

My responsibilities included:

• Mapping and redesigning PNM workflows

• Translating business requirements into functional ServiceNow workflow logic

• Building crosswalks to show upstream/downstream impact

• Supporting configuration validation and operational readiness

• Partnering with IT, Configuration, and Provider Ops

• Supporting UAT, training, and system adoption

• Designing the full task-based workflow structure for PNM operations

• Leading Agile sprints and assigning work to two job aid content writers

• Translating complex workflows into simplified, step-by-step job aids

• Mapping system-to-process connections for ticket handling and documentation review

• Collaborating with business SMEs, technical teams, and portal developers

• Establishing audit-ready document storage and lifecycle processes (SharePoint)

• Creating a structured submission + approval process for ongoing work instruction updates

• Identifying dashboard requirements for tracking pending work and aging tickets

• Reducing role confusion by converting outdated role-based guides into clean task-based instructions

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Cross-Functional Collaboration

The solution required close partnership with:

• Configuration (system rules, provider files, routing logic)

• Provider Network Management (business rules, update requirements)

• Claims (downstream adjudication dependencies)

• IT & ServiceNow Admins (workflow design + configuration)

• Compliance & Audit (documentation and controls)

My collaboration role included ensuring business logic was understood, documented, validated, and accurately reflected in the system.

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Workflow & Process Analysis

I conducted a full analysis of:

• current-state PNM request types

• dependencies between departments

• decision points

• routing paths

• required documentation

• exceptions and escalation patterns

This led to the creation of:

• standardized workflows

• required data fields

• reference tables

• decision matrices

• crosswalks linking PNM updates to downstream impact

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SOLUTION FRAMEWORK

1. Workflow Standardization & Task Mapping

• Broke down the entire PNM process into clear, digestible tasks

• Replaced the 200 + page role-based documents with modern, modular job aids

• Eliminated duplicate steps and conflicting instructions

• Ensured every workflow aligned with system logic in ServiceNow

2. Job Aids Built for Clarity & Accuracy

• Task-based workflows for document intake, review, validation, and ticket handling

• Instructions designed to guide the team through each scenario

• Cross-functional accuracy validated with SMEs and content writers

3. SharePoint Documentation Library

• Created a structured library to support:

  • Archive-ready documentation

  • Version control

  • Audit trails for document changes

  • Historical recordkeeping

  • Quick access to newest work instructions

4. Work Instruction Governance

• Established a submission → review → approval → publish lifecycle that ensured:

  • Updates were consistent

  • Reviewers were accountable

  • The team always had the most current instructions

5. Visibility & Metrics

• Created requirements for a dashboard to track:

  • Pending/aging tickets

  • Documentation workload

  • Operational trends

  • Team capacity insights

  • This provided leaders with a clear picture of performance and bottlenecks.

6. Agile Collaboration & Sprint Execution

• Managed sprint cycles to break down complex content development into achievable phases

• Assigned tasks, tracked progress, and validated output from two additional writers

• Ensured every deliverable aligned with system behavior and operational needs
  

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IMPACT

• Complete operational restructuring of PNM documentation

• Clear, consistent workflows accessible to every team member

• Simplified task-based job aids

• Elimination of redundant steps and outdated role-based documentation

• Audit-ready SharePoint library improving accountability

• Improved accuracy of provider data, reducing downstream rework

• Enhanced visibility into ticket workloads and pending items

• Smoother adoption of the new provider portal

• Scalable documentation model that supports future updates