ServiceNow Architect

Infobahn Softworld - Palo Alto, CA

Full-time - Senior

Palo Alto, CA

Professional, Scientific, and Technical Services

About the position

The Principal Business Systems Analyst for ServiceNow plays a crucial role in supporting the ServiceNow platform to enhance patient care through efficient and effective solutions. This position involves implementing, administering, and supporting the ServiceNow platform with minimal guidance, addressing complex issues independently, and delivering clear communication regarding applications, interfaces, data structures, and workflows. The individual is expected to lead ServiceNow solutions with a focus on architecture, design, and implementation.

Responsibilities

• 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 to understand business needs.
• Act as a technology subject matter expert and communicate technical concepts in business terms across distinct groups.
• Take ownership of issues and act as a liaison between customers and support staff to facilitate resolution.
• Manage ServiceNow projects, including scoping, estimating, resource planning, and delivery management.
• Lead testing required for implementations, enhancements, or upgrades.
• Coordinate with partner teams to help unblock teams and resolve issues.
• Provide analytical assistance to junior team members to resolve application incidents and enhancement requests.
• Coordinate application support with other IT teams including Infrastructure, Integration, Reporting, and help desk.
• Maintain up-to-date project documents for all initiatives including technical details and deliverables.
• Implement changes using documented procedures compliant with department policies.
• 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.
• Anticipate and resolve system problems.
• Provide tier-2 support of application incidents reported through the help desk.

Requirements

• Ten (10) to Twelve (12) years of progressively responsible and directly related work experience in healthcare or technology related work environment.
• Bachelor's Degree in Computer Science or related field/discipline from an accredited college or university or equivalent combination of education/work experience.
• 5 plus years of supporting process flow, configuration design and integration of complex Human Capital Management (HCM) systems.
• Strong technical and business operations background with high credibility in a healthcare environment.
• Knowledge of SDLC, Agile and other software development methodologies.
• Knowledge of server operating systems, storage systems, databases, scripting languages, monitoring tools, job scheduling tools, high availability and disaster recovery technologies.

Nice-to-haves

• Experience with 2 major ServiceNow implementations or upgrades preferred.
• Experience with Workday HCM software, Lawson, ADP, API software applications strongly preferred.