Principal Service Engineer

Job Title: ServiceNow Solution Architect

Position Summary:

We are looking for a seasoned ServiceNow Solution Architect and act as a trusted advisor to clients and stakeholders who can shape a multi-year ServiceNow roadmap, design and implement ServiceNow solutions. This role requires deep expertise in the ServiceNow platform and a strong understanding of client Management and Consulting. The architect will play a critical role in modernizing IT services, improving operational efficiency, and ensuring regulatory compliance across the organization.

Key Responsibilities:

Platform Expertise:

Architect and implement solutions across ServiceNow modules including ITSM, ITAM, ITOM, SPM, GRC, CSM, and NowAssist, with a focus on healthcare workflows and compliance.

Architectural & Solution Design:

Design scalable, secure, and extensible ServiceNow architectures.

Make strategic decisions on scoped vs. global applications, data models, and integrations.

Ensure alignment with healthcare IT standards and interoperability requirements.

Scripting & Development:

Develop and maintain custom scripts using JavaScript, Glide APIs, Script Includes, UI Policies, and Business Rules.

Ensure code quality and adherence to healthcare data governance policies.

Integrations & APIs:

Integrate ServiceNow with Electronic Health Record (EHR) systems, clinical applications, and third-party healthcare platforms using REST, SOAP, Graph APIs, Integration Hub, and MID Server.

Manage secure data exchange formats (JSON, XML, YAML) and ensure PHI protection.

User Interface / UX:

Build intuitive Service Portals, Workspaces, and mobile interfaces for clinical and administrative users.

Enhance user experience with responsive design and accessibility standards.

Analytics & Monitoring:

Develop dashboards and reports to monitor IT performance, incident trends, and compliance metrics.

Implement proactive error logging and troubleshooting for critical healthcare systems.

Leadership & Communication:

Provide technical leadership and mentorship to development teams.

Collaborate with clinical, administrative, and compliance stakeholders to gather requirements and deliver solutions.

Own delivery outcomes and ensure alignment with healthcare transformation goals.

Qualifications:

Bachelor's or Master's degree in Computer Science, Information Technology, or related field.

13+ years of experience in ServiceNow development and architecture, preferably in healthcare environments.

Strong understanding of healthcare IT standards (e.g., HL7, FHIR), HIPAA compliance, and patient data security.

ServiceNow certifications (e.g., CSA, CAD, CIS) are highly desirable.

Excellent communication and stakeholder engagement skills.

Preferred Skills:

Experience with EHR systems (e.g., Epic, Cerner) and healthcare workflows.

Familiarity with Agile and DevOps practices in healthcare IT.