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Healthfirst ServiceNow - Principal Engineer in Remote, Massachusetts
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
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.
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