ServiceNow Senior Technical Architect

MetroPlusHealth provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly-owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlusHealth's network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlusHealth has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.

Position Overview

The ServiceNow Senior Technical Architect will play a key role in maturing our ServiceNow platform, and as a result, our Service Management practice. This individual will be the technical design lead for ServiceNow code and architecture, and work with key business units and process managers in order to build solutions and processes, supporting maintenance, continual service improvement, and new capabilities on the ServiceNow platform.

The ServiceNow Senior Technical Architect is a senior-level IT professional with in-depth expertise in the ServiceNow platform, responsible for designing, developing, and implementing applications, providing guidance on technical standards and best practices on ServiceNow projects, ensuring solution quality, and acting as the primary technical point of contact for stakeholders, translating complex business requirements into technical solutions within the ServiceNow framework.
 

Technical Responsibilities: 

• Technical designer for ServiceNow code and architecture, responsible for overall ServiceNow code quality. 
• Design, prototype, implement, test, and deploy business rules, technical solutions, such as client scripts, UI pages/actions/policies, scheduled job, import sets and transform maps, ACLs and notifications.
• Design and developer Service Catalog requests. 
• Integrate custom applications in ServiceNow with other applications (e.g., SharePoint, Salesforce)
• Develop custom integration components (SSO, CMDB, SAS connectors etc.) and integrate legacy systems with ServiceNow using mid-tier, web services, email and other relevant technologies.
• Develop existing and custom applications within ServiceNow including integrations with other applications.
• Create and use update sets to move customizations between ServiceNow instances.
• Design for and maintain highly available and recoverable environment.
• Conduct regular reviews and assessments to ensure the solution meets quality standards and requirements.
• Evaluate health scan findings and provide remediation recommendations.
• Identify gaps in existing solutions and work on improvements. 
• Develop custom applications, workflows, forms, reports, and dashboards with the ServiceNow platform to meet specific needs.
• Perform thorough testing of developed solutions to ensure functionality and data integrity.

Teamwork & Support: 

• Work closely with business leaders, stakeholders, analysts, and ServiceNow team to fully understand business functionality, pain points, and areas of improvement to ensure alignment between technical design and business requirements.
• Work with ServiceNow team to maintain and improve current processes and enhancements to the end-user experience.
• Communicate and coordinate development progress with ServiceNow team and project stakeholders.
• Provide troubleshooting support for ServiceNow applications, including implementing bug fixes and root cause analysis.
• Assist in addressing technical concerns for stakeholders and the ServiceNow team that arise during development and post-implementation.
• Participate in peer review activities with other members of the ServiceNow team to provide & receive technical input & support, including code review to ensure adherence to best practices and coding standards.

Technical Guidance: 

• Mentor, collaborate, and provide technical guidance with members of the ServiceNow team.
• Provide recommendations, including but not limited, to optimizing the Service Desk, Employee Center, and platform processes.
• Provide guidance and documentation on configurability of ServiceNow.
• Lead the overall quality standard to ensure accuracy of customers' hardware and software asset information and how it is being used within the ServiceNow Platform.
• Identify potential problem areas within ServiceNow environments and advise on problem resolution. 
• Provide guidance and oversight as needed with integrations between ServiceNow and other systems using integration tools like the ServiceNow Integrations Hub.
• Commit to continuous improvement and learning of development and ServiceNow best practices, tools, emerging technologies and industry trends.
• Proactively keeps ServiceNow skills current- Manage and lead the development work of vendors and consulting staff.

Documentation & Requirements: 

• Document, maintain and update any applicable policies, procedures, and controls for the operation of the ServiceNow Platform and its SDLC.
• Responsible for reviewing requirements to ensure that they are provided in enough detail to be accurately estimated.
• Ability to leverage ServiceNow to manage projects, track documentation and to meet deliverables and timelines, including technical planning and risk mitigation.
• Create detailed technical documentation for implemented solutions including system architecture diagrams, workflows, and user guides where applicable.
   

• Bachelor's degree required in Information Technology and related fields.
• 15+ years of experience in ServiceNow development and IT Service Management process design. 
• Strong background in JavaScript, HTML5, CSS3, Angular JS, Bootstrap and web technologies. 
• Advanced understanding of Incident, Problem, Change, and request Management.
• Advanced understanding of report generation and charting. 
• Fundamental understanding of the key technologies relevant to the ServiceNow integration solutions. 
• Experience implementing the following Core Process Areas: Incident, Problem, Change, Service Catalog, Request, CMDB, Knowledge. 
• Ability to create reports using the standard reporting engine, plus metrics and SLAs. 
• Follows ServiceNow best practices (including scripting, security, and implementation.)
• Hands-on experience in Service Catalog/Service Portal modules.
• ITIL Foundation 

Professional Competencies 

• Integrity and Trust 
• Customer Focus 
• Functional/Technical Skills 
• Strong analytical and problem-solving skills 
• Displays aptitude in learning new modules based on training materials
• Experience with interdepartmental collaboration.
• Clear written and verbal communication skills. 
• Experience in a healthcare or health insurance domain. 
• Passion for providing excellent service to customers
• Ability to work independently and as part of a team
• Flexible and adaptable to changing project requirements 
• Proven ability to lead technical conversations
• Ability to apply business concepts into a technical solution 

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