ServiceNow Architect

A Brief Overview

The Principal Business Systems Analyst for ServiceNow supports core functions of the ServiceNow platform to enable cost-effective, high quality, efficient, and safe patient care. This position will implement, administer, and support the ServiceNow platform under minimal guidance from senior members of the team. This position independently addresses issues and design decisions of moderate to high complexity with little or no supervision and delivers clear communication and documentation of complex concepts and issues related to applications, interfaces, data structures, and workflows across the organization. The individual is expected to drive ServiceNow solutions with architecture, design, and implementation.

Ideal candidates will have:
Ten (10) to Twelve (12) years of progressively responsible and directly related work experience in healthcare or technology related work environment Required.
Experience with 2 major ServiceNow implementations or upgrades preferred.
Bachelor's Degree in Computer Science or related field/discipline from an accredited college or university or equivalent combination of education/work experience.

Experience Qualifications

• 5 plus years of supporting process flow, configuration design and integration of complex Human Capital Management (HCM) systems i.e. Workday, Lawson, API preferably in a complex healthcare organization
• Experience with Workday HCM software, Lawson, ADP, API software applications strongly preferred.

Required Knowledge, Skills and Abilities

• Strong technical and business operations background. Experience and performance that promotes a high level of credibility with business professionals in a healthcare environment.
• Knowledge of SDLC, Agile and other software development methodologies.
• Knowledge of a variety of server operating systems, storage systems, databases, scripting languages, monitoring tools, job scheduling tools, high availability and disaster recovery technologies.
• Excellent written, oral, instructional, presentation and interpersonal skills focused on motivation and positive attitude. Highly self-motivated, directed and change oriented. Very strong customer orientation
• Ability to analyze highly complex systems and workflows
• Ability to conceptualize, plan, organize, coordinate, and manage the work of a major program or function within a department
• Ability to engage actively in complex discussions, often on challenging and/or controversial subjects
• Ability to negotiate on behalf of others to achieve best outcomes for the department and the organization as a whole
• Ability to handle confrontation with appropriate grace, professionalism, cordiality, and firmness, and manage/resolve disputes appropriately
• Ability to communicate concepts in elegant, concise, eloquent form to management and to cross-functional departments or teams verbally, in writing, and through pictures or diagrams when appropriate
• Knowledge of current issues and trends in health care and clinical operations in a health care system
• Ability to diagnose and resolve routine technology problems
• Ability and desire to learn to resolve specialized and advanced technology problems
• Ability to establish a set of tasks and activities associated with an intended outcome and timeline
• Ability to take action consistent with available facts, constraints, and anticipated consequences
• Ability to use appropriate interpersonal skills to give information to and receive information from coworkers and clients in a tactfully and professional manner
• Ability to use effective approaches for choosing a course of action or developing appropriate solutions and/or reaching conclusions
• Ability to develop new skills and teach others
• Ability to collaborate and build consensus with stakeholders
• Ability to understand and adhere to operational standards, policies, and procedures
• Ability to identify risks and issues
• Ability to develop solutions for new and unfamiliar challenges

What you will do
Define solutions on the ServiceNow platform to address business needs and problems.
Lead role in the implementation of complex ServiceNow initiatives and workflows.
Understand new platform capabilities and applications and conduct educational demos to business stakeholders and technical team members
Provide input and technical expertise to senior leadership to drive the ServiceNow platform roadmap.
Drive technical excellence and implementation of best engineering practices for the ServiceNow Platform.
Conduct requirements gathering sessions (interviews/workshops/stories documentation) to understand business needs.
Act as a technology subject matter expert and clearly communicate technical concepts in business terms between and across distinct groups while influencing outcomes.
Take ownership of issues and act as a liaison between customer and other support staff to facilitate resolution.
Manage ServiceNow projects, including scoping, estimating, resource planning, and delivery management.
Lead any testing that is required as part of implementations, enhancements, or upgrades.
Coordinate with partner teams when required to help unblock teams and resolve issues across teams.
Provide analytical assistance to junior team members to resolve application incidents, maintenance items, and enhancement requests.
Coordinate application support with other information technology teams including Infrastructure, Integration, Reporting, and the help desk.
Maintain up-to-date project documents for all initiatives that include technical details, user expectations, project goals, work effort, accountability, and deliverables.
Implement changes using documented procedures that are compliant with department's policies and procedures.
Participate in team and cross-team meetings and maintain appropriate meeting records.
Assist senior team members in developing and maintaining requirements/specifications and test cases for new or enhanced functionality to department applications.
Anticipate and resolve system problems.
Hands-on development with ServiceNow for complex solutions requiring help.
Provide tier-2 support of application incidents reported through the help desk.

Thanks,

Niranjan