Description and Requirements

The Principal I&O ServiceNow Engineer will play a key role in maturing our ServiceNow platform, and as a result, our Service Management practice. This individual will provide day-to-day support and maintenance of the ServiceNow platform, work with key stakeholders and process managers in order to build, solutions and processes, reporting, supporting maintenance, continual service improvement, and new capabilities on the ServiceNow platform. The Principal I&O ServiceNow Engineer must have strong communication & collaboration skills, as well as ability to effectively prioritize and manage a wide variety of tasks. The Principal I&O ServiceNow Engineer serves as senior technical leader and escalation point for other engineers while working autonomously in creating solutions. He/she works with diverse technologies utilizing tools and automation to eliminate manual operations and create reliable and repeatable orchestration. The role is responsible for establishing standards of usage across the Healthfirst public and private cloud footprint. The Principal I&O ServiceNow Engineer works with other engineers to identify efficiency opportunities, eliminate waste, and improve the resiliency of our infrastructure platforms, while working with application development teams to support continuous delivery of new capabilities.

• Chief technical designer for ServiceNow code and architecture, responsible for overall ServiceNow code quality
• Provide day-to-day administrative ServiceNow support, including advanced support via troubleshooting, implementing bug fixes and root cause analysis
• Monitor health, usage, and overall compliance of the platform
• Document, maintain and update policies, procedures and controls for the operation of the ServiceNow platform and its SDLC
• Provides design, architecture, and development support to the ServiceNow platform
• Design, prototype, implement, test, and deploy business rules, technical solutions, such as client scripts, UI pages/actions/policies, scheduled jobs, import sets and transform maps, ACLs and notifications
• Develop custom integration components (SSO, CMDB, SAS connectors etc.) and integrate legacy systems with ServiceNow using mid-server, web services, chatops, email and other relevant technologies
• Support existing and custom applications within ServiceNow including integrations with other applications
• Work with process managers to fully understand business functionality, pain points, and areas of improvements, including efficient usage of the platform
• Hands on experience in Service Catalog/Service Portal modules
• Create and use update sets to move customizations between ServiceNow instances
• Design for and maintain a highly available and recoverable environment
• Responsible for reviewing requirements to ensure that they are provided in sufficient detail to be accurately estimated
• Commit to the continuous improvement and learning of development and ServiceNow best practices, tools and technology
• Proactively keeps ServiceNow skills current
• Manage and lead the administrative and development work of vendors and consulting staff
• Mentor and share Technical knowledge with Service Management team
• Assists department leadership by providing informal coaching and direction to I&O Engineers
• Subject matter expert for advanced issue analysis and resolution
• Develop repeatable automation to deliver capabilities more efficiently
• Drive solutions to problems impacting mission critical systems and implement automation to prevent reoccurrence
• Lead and execute changes on production systems in accordance with Change Management standards
• Create standard operating procedures for Healthfirst operations teams to support the operations of the products
• Act as a senior escalation point for operations teams for incident and ticket resolution and participate in an on-call rotation as an escalation point
• Other duties as assigned or required
• Minimum Qualifications:
• 7+ years ServiceNow administration in an enterprise environment
• 7+ years of experience of ServiceNow development
• 5+ years of experience in IT Service Management process design
• ServiceNow System Admin Certification
• ServiceNow Certified Application Developer
• Overarching understanding of ServiceNow Enterprise product suite
• Fundamental understanding of the key technologies relevant to the ServiceNow integration solutions including: ServiceNow API's, SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, FTPS
• Ability to apply business concepts into a technical solution
• Experience supporting the following Core Process Areas: Incident, Problem, Change, Service talog, Request, CMDB, Knowledge
• Ability to create reports using the standard reporting engine, plus metrics and SLAs
• Follows ServiceNow best practices (including scripting, security, implementation)
• Displays aptitude in learning new modules based on training materials
• Experience with collaboration across functional borders enterprise-wise (i.e. within and outside of IT)
• Clear written and verbal communication skills
• ITIL foundation certification
• A high school diploma or a GED from an accredited institution

• Preferred Qualifications:
• 2-4 year technical oriented degree, or equivalent work experience with technical product and application support, or equivalent work experience with healthcare business processes
• ITIL Intermediate certification
• Excellent interpersonal, communication, collaboration and documentation skills
• Experience in a healthcare domain
• Passion for providing excellent service to all internal customers
• Deep troubleshooting skills that involve analysis of logs, traffic trace, configuration data, automation tools to resolve issues until end-to-end systems are functioning