ServiceNow Architect

Company: The Beth Israel Lahey Health
Location: Boston
Posted on: March 20, 2023

Job Description:

When you join the growing BILH team, you're not just taking a job, you're making a difference in people's lives.Job Type:RegularScheduled Hours:40Work Shift:Day (United States of America)Responsible for delivering world class End User system administration services across all BILH entities and its affiliates. Using the Information Technology Service Management suite provided, this position is responsible for all aspects of system administration requests for functional area and related systems. The ServiceNow Architect interacts with all levels of BILH colleagues, both technical and non-technical, and thus must have superior customer relations and communications skills. This individual must be highly skilled in both customer service and various information technology areas. The ability to empathize with customers and communicate technical issues in plain English is critical. Acts as an escalation point for the system administrators. The position requires an attitude of constant learning, curiosity, helpful engagement with clients and colleagues, and being invested in the success of the group and its services. The ability to find answers from documented solutions and research technical issues to resolution is critical.Job Description:1. Responsible for defining the architecture of the ServiceNow platform and integrations and providing guidance to the ITSM System Administrators in the configuration, administration, and development the ServiceNow ITSM system. Works with IT and Business leaders to develop technical solutions that satisfy the business needs of departments seeking to use ServiceNow.2. Daily tasks involve general support, administration, and maintenance of ServiceNow platform and associated applications, including: Create/develop custom applications, record producers, catalog items and their associated workflows. Monitor health, usage and overall compliance of ITSM tool and its applications. Monitor, control, and manage system security and patch cycles in accordance with security policy.3. Daily tasks also include: Configure and customize the ITSM system including UI, workflows and integrations with other systems. Develop systems integrations and process automation. Load, manipulate and maintain data between Service-now and other integrated systems. Create ServiceNow reports and dashboards. Report on KPIs and metrics in SN performance analytics.4. Serves as the primary point of contact for all operational support issues related to ServiceNow and coordinates application and platform upgrades. Demonstrates a high degree of creative and committed problem-solving skills, resolving complex ITSM related incidents according to established IT policies, procedures and standards.5. Consistently exceeds end user expectations by meeting established SLA's and customer demands. Drives high customer satisfaction and ensures services align with BILH needs.6. Understand business requirements and design tables, list and form views, workflows, business rules, script includes, notifications, integrations, process automation, UI scripts, reports and dashboards, etc., to deliver value to the business.7. Design integrations with other systems and customized workflows leveraging the Integration Hub Enterprise spokes, REST endpoints, JSON, and Flow Designer. Provide guidance on the overall direction of the ServiceNow capabilities and manage the long-term roadmap. Participates in peer programming and leads code review sessions with development team.8. Developing ServiceNow solutions using JavaScript, Jelly, HTML, CSS, and AngularJS and Bootstrap frameworks.9. Possesses and maintains professional knowledge and skills by participating in training opportunities, in-service programs, vendor seminars, etc. to maintain a high level of technical skills. Participates in cross-training, mentoring and training for more junior staff. Acts as an escalation point for junior staff. Possess knowledge and understanding of BILH centric clinical and core applications with skill/ability to troubleshoot and resolve performance, access and interoperability issues. Possess the ability to perform assessments and diagnosis of access related problems using the tools provided. Trains and helps to onboard new team members.10. Will contribute to the review and creation of processes and procedures. Will work closely with teams to develop workflow and design standards.Required Qualifications:1. Bachelor's degree in Computer Science, Information Technology, Technical, Engineering, or other related field; or commensurate experience.2. ServiceNow Application Developer required.3. 5+ years of development experience with an ITSM system preferably with the ServiceNow platform including Integration Hub and Flow Designer.4. Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, Azure, etc.) and Microsoft O365 is required.5.Advanced technical computer skills as required for technical support specific to functional area and related systems.Preferred Qualifications:1. ServiceNow Certified Implementation Specialist or ServiceNow Certified Technical Architect.2. ITIL Foundations certification.3.Experience with integrating with PowerBI, or other business information systems.4. Java and PowerShell experience.5. Hospital/Healthcare experience.Competencies:Decision Making: Ability to make decisions that are guided by precedents, policies and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area. Problem Solving: Ability to address problems that are highly varied, complex and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues. Independence of Action: Ability to set goals and determines how to accomplish defined results with some guidelines. Manager/Director provides broad guidance and overall direction. Written Communications: Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers. Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customers. Knowledge: Ability to demonstrate in-depth knowledge of concepts, practices and policies with the ability to use them in complex varied situations. Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members. Customer Service: Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner.FLSA Status:ExemptAs a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. about this requirement.More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.Equal Opportunity Employer/Veterans/Disabled

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