ServiceNow Architect

 

Main characteristics

Location

Atlanta, Georgia

Company

Emory Healthcare

Job summary

Overview:
At Emory Healthcare, we integrate science and caring to change the face of health care. Our team members are courageous individuals who are willing to challenge the status quo and help find solutions to complex problems. Were empowered to influence change for, and with, our patients, their families, the community and each other.

As one of the leading academic medical systems, were eager to share what we learn with hospitals around the country, and the world. Weve got the backing, knowledge, experience and permission to lead the way in developing new and better approaches to preventing and treating disease, and our patients get treatments years before anyone else.

Were defining a new standard of care for humankind. Are YOU ready to join us?

Work Location: Remote

ServiceNow Architect Salary: $46.47/hr - $86.61/hr

The grade and salary of the position are based on specific criteria met within the qualifications of relevant experience, skills, performance and internal equity.

Description:
JOB RESPONSIBILITIES:

Primary lead for the development and execution of complex IT Service Management (ITSM) and related application solutions and associated processes which directly and positively impact Emory Digital and Emory Healthcare operations.

Deep understanding of ITSM application design and configurations to support operational needs based on ITIL/ITSM best practices.

Thorough understanding of how the ITSM application integrates with other related applications and best practices.

Subject matter expert in issue resolution specific to ITSM application(s) and tools/processes used for issue resolution.

Will be expected to build, test, and promote various configuration to respective environments using approved change management processes, as well as provide seamless handoff to other analysts who may be assigned.

Work with business and technical stakeholders to organize, facilitate, and summarize discovery meetings with senior level constituents and prepare comprehensive (verbal and written) recommendations to resolve complex business problems &/or to implement new process solutions.

Coordinate with Emory Digital application and technical teams to initiate and complete required technical and security reviews, as appropriate.

Must be able to successfully communicate and facilitate comprehensive review of materials with appropriate staff and senior leaders across multiple Emory Healthcare teams, as well as 3rd party vendors.

Represent the ITSM team and serve as a liaison between the application(s) and 3rd party vendors to negotiate and plan both small- and large-scale system integrations.

Have an understanding of FHIR and API technologies, as well as other integration languages supporting 3rd party requests for integration with the ITSM tool and/or other applications.

Serve as most senior level Analyst supporting the ITSM team and assist Director of Services and Support to ensure analyst development plans are relevant and timely based on regular skills assessments. Expected to be a mentor to IT Service Management Specialists and ITSM application administrators/developers through intentional, iterative, and content appropriate direct engagement in one to one &/or team settings.

Work with the ITSM Manager to anticipate resource requirements from other Emory Digital teams and create successful pathways for resource allocation.

Independently seek out improvement opportunities and work with organization Senior Leaders to prioritize and execute.

Ability to forecast needs of Emory Digital and Emory enterprise customers through meticulous monitoring of respective KPIs and evaluation of proposed solutions and tests of change.

Stay keenly abreast of respective industry and system trends as well as the application roadmaps to ensure awareness of future functionality and release information.

Responsible for generating awareness amongst other team members of trends and future functionality.

Active contributor to the IT Service Management community and collaborate with peers at other institutions.

Ability to sustain a high level of autonomy and independence, while navigating and adhering to all Emory Digital policies and standards.

Champion high profile initiatives in partnership with assigned Project Managers/Program Managers.

Foster and maintain strong professional relationships with Senior Leaders across the organization.

MINIMUM QUALIFICATIONS:

Seven (7) years of experience in implementing technical requirements to support IT Service Management applications as an Application Analyst or Developer; OR a Bachelor's Degree and six (6) years of related experience.

Candidates with relevant ITSM, ServiceNow, &/or Project Management certifications may be considered with references and demonstrated mastery of facilitating and implementing application solutions, within relevant digital spaces for a minimum of seven (7) years.

ServiceNow and ITIL / ITSM certifications preferred.