ServiceNow Architect

The ServiceNow Architect is a subject matter expert that provides enablement for critical business processes to the Enterprise with ability to significantly impact organizational growth and effectiveness through the design and delivery of best-in-class technology solutions. Designs, defines, and documents the standards for enhancements to the ServiceNow platform to include regular updates in line with ServiceNow releases. Coordinates all phases of the software systems and application development lifecycle which include gathering and analyzing requirements, designing, testing, documenting, and implementing software, responding to outages. Identify and manage existing and emerging risks that stem from business activities and ensure these risks are effectively identified and escalated to be measured, monitored, and controlled. Serve as the key platform partner to identify and recommend solutions to critical business processes. Serve as point of contact with ServiceNow vendor to partner on any expansion or maturation of the platform and provided functionality.

Virtual / Remote -This position may be performed remotely from the following locations within the United States of America: Arkansas, Kansas, Missouri, Oklahoma, and Texas. Please only apply if you live and work full-time in one of the states listed above or plan to relocate to one of these states before starting your employment with OU Health. State locations and specifics are subject to change as our hiring requirements shift.

Essential Responsibilities

Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.

• Provides subject matter knowledge, coordination, and communication while partnering with OU Health IT towers to identify processes and workflow that can be automated and enabled on platform.

• Design the overall presentation and user interaction for the platform for all OUH internal and external IT customers.

• Maintain sufficient knowledge and current certification levels for in-scope ServiceNow modules (currently ITSM).

• Design, implement and maintain the standard architecture for integration of external applications or processes with the ServiceNow platform.

• Ensure the integrity of data presented or managed within the platform enabled processes (be it user or PHI/PII).

• Review and approve all technical design for development work to expand or enhance the platform.

• Provide strategic recommendations around platform and industry best practices.

• Transition current implemented processes and methodologies to be in line with ServiceNow advancements like Flow Designer for workflow.

• Participates in strategic planning, creation, and maintenance of standards, policies, and procedures.

• Serve as platform Champion and representative within all levels of the OU Health enterprise for Senior and Executive presentations of solutions to complex business needs and workflows.

• Ensure sufficient platform efficiency to maintain all ServiceNow instance release levels at an N-1 version.

• Resolve complex production issues with independence by troubleshooting complex applications and systems independently.

• Create and configure platform customizations as necessary using business rules, UI Policies, UI Actions, Client Scripts and ACLs to include advanced scripting of each.

General Responsibilities

• Performs other duties as assigned.

Minimum Qualifications

Education Requirements: Bachelor's Degree required.

Experience Requirements: 5 or more years of ServiceNow platform experience implementing and supporting ServiceNow modules required. ITSM and SPM experience required.

License/Certification/Registration Requirements:

• ServiceNow Certified Systems Administrator (CSA) required.

• ServiceNow Certified Application Developer (CAD) required.

Knowledge/Skills/Abilities Required:

• Advanced understanding and ability with writing and debugging: Glide functions and APIs (Global and Scoped), UI Framework, UI Builder Components, JavaScript (ES5 & ES6), JSON, XML, AngularJS, Jelly, HTML, CSS

• Hands on experience with: Workspaces, UI Builder, Flow Designer, Playbooks, Decision tables, Process Automation Designer, Service Portal, Widgets, UI Macros, UI Pages, ServiceNow Studio, Scoped Application Development, REST API development and troubleshooting, Creation of custom integrations"

• Experience working with customers at all levels, collect and understand business requirements, understand the associated business process and how the requested changes will fit within. This includes assessing the impact of changes on other processes and applications, raising any concerns or red flags and understanding the Why behind each change being made.

• Experience drafting requirements, creating and managing stories, creating and managing technical documentation, including knowledge articles and technical workflows.

• Leadership experience, ability to train and mentor developers and administrators as well as support customer and all levels of management with the platform, its features and abilities.

• Advanced skills and ability to plan, coordinate and execute large complex functionality implementations through an entire program lifecycle.

• Demonstrated experience in ServiceNow integration capabilities.

• Demonstrated knowledge of data modeling techniques.

• Strong skills on defining ServiceNow platform and development standards.

• Knowledge of developing in an Agile environment.

• Experience working with all levels of Leadership analyzing and enabling business Processes through Automation.

• Well versed in all current ServiceNow releases as well as knowledge of future platform directions and releases.

• Demonstrated experience in mentoring of ServiceNow support personnel on the requirements and path for acquiring the necessary skills and experience for the target level role.