Description and Requirements The Principal I&O ServiceNow Engineer will play a key role in maturing our ServiceNow platform, and as a result, our Service Management practice. This individual will provide day-to-day support and maintenance of the ServiceNow platform, work with key stakeholders and process managers in order to build, solutions and processes, reporting, supporting maintenance, continual service improvement, and new capabilities on the ServiceNow platform. The Principal I&O ServiceNow Engineer must have strong communication & collaboration skills, as well as ability to effectively prioritize and manage a wide variety of tasks. The Principal I&O ServiceNow Engineer serves as senior technical leader and escalation point for other engineers while working autonomously in creating solutions. He/she works with diverse technologies utilizing tools and automation to eliminate manual operations and create reliable and repeatable orchestration. The role is responsible for establishing standards of usage across the Healthfirst public and private cloud footprint. The Principal I&O ServiceNow Engineer works with other engineers to identify efficiency opportunities, eliminate waste, and improve the resiliency of our infrastructure platforms, while working with application development teams to support continuous delivery of new capabilities. Chief technical designer for ServiceNow code and architecture, responsible for overall ServiceNow code qualityProvide day-to-day administrative ServiceNow support, including advanced support via troubleshooting, implementing bug fixes and root cause analysisMonitor health, usage, and overall compliance of the platformDocument, maintain and update policies, procedures and controls for the operation of the ServiceNow platform and its SDLCProvides design, architecture, and development support to the ServiceNow platformDesign, 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 notificationsDevelop custom integration components (SSO, CMDB, SAS connectors etc.) and integrate legacy systems with ServiceNow using mid-server, web services, chatops, email and other relevant technologiesSupport existing and custom applications within ServiceNow including integrations with other applicationsWork with process managers to fully understand business functionality, pain points, and areas of improvements, including efficient usage of the platformHands on experience in Service Catalog/Service Portal modulesCreate and use update sets to move customizations between ServiceNow instancesDesign for and maintain a highly available and recoverable environmentResponsible for reviewing requirements to ensure that they are provided in sufficient detail to be accurately estimatedCommit to the continuous improvement and learning of development and ServiceNow best practices, tools and technologyProactively keeps ServiceNow skills currentManage and lead the administrative and development work of vendors and consulting staffMentor and share Technical knowledge with Service Management teamAssists department leadership by providing informal coaching and direction to I&O Engineers Subject matter expert for advanced issue analysis and resolutionDevelop repeatable automation to deliver capabilities more efficientlyDrive solutions to problems impacting mission critical systems and implement automation to prevent reoccurrenceLead and execute changes on production systems in accordance with Change Management standardsCreate standard operating procedures for Healthfirst operations teams to support the operations of the productsAct as a senior escalation point for operations teams for incident and ticket resolution and participate in an on-call rotation as an escalation pointOther duties as assigned or required

Minimum Qualifications:

7+ years ServiceNow administration in an enterprise environment7+ years of experience of ServiceNow development5+ years of experience in IT Service Management process designServiceNow System Admin CertificationServiceNow Certified Application DeveloperOverarching understanding of ServiceNow Enterprise product suiteFundamental 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, FTPSAbility to apply business concepts into a technical solutionExperience supporting the following Core Process Areas: Incident, Problem, Change, Service talog, Request, CMDB, KnowledgeAbility to create reports using the standard reporting engine, plus metrics and SLAsFollows ServiceNow best practices (including scripting, security, implementation)Displays aptitude in learning new modules based on training materialsExperience with collaboration across functional borders enterprise-wise (i.e. within and outside of IT)Clear written and verbal communication skillsITIL foundation certificationA 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 processesITIL Intermediate certificationExcellent interpersonal, communication, collaboration and documentation skillsExperience in a healthcare domainPassion for providing excellent service to all internal customersDeep troubleshooting skills that involve analysis of logs, traffic trace, configuration data, automation tools to resolve issues until end-to-end systems are functioning

Hiring Range*:

Greater New York City Area (NY, NJ, CT residents): $131,900 - $190,570

All Other Locations (within approved locations): $117,400 - $174,675

As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.

In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.

*The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.