Service Management Platform Architect

Location:

Work from home (Pennsylvania)

Shift:

Days (United States of America)

Scheduled Weekly Hours:

40

Worker Type:

Regular

Exemption Status:

Yes

Job Summary:

The IT ITSM Operations Corp Office team is focused on the administration and development of the ServiceNow Platform. ServiceNow currently handles Incident Mgt, Change Mgt, Request Mgt, Knowledge Mgt, Problem Mgt, Vulnerability Response, Integrated Risk Mgt, Business Continuity Mgt and Third Part Risk Mgt. Current and upcoming initiatives include implementing Enterprise Architecture, Employee Center, Automated Testing Framework, Platform Analytics and a variety of AI capabilities. Additional roadmap items include Major Incident Mgt, SAM Pro, EMR Help, Integration Hub, ITOM Visibility, and HAM Pro.

The Service Management Platform Architect is responsible for architectural design and implementing scalable, secure, and high-performing platform architectures and solutions that align with enterprise standards and strategic goals using a best-practice approach. Responsibilities include developing detailed documentation, assisting in the resolution of complex technical issues, and driving continuous improvement across the platform and associated processes. This role also plays a key part in shaping platform strategy by collaborating with stakeholders, peers, and other resources to define requirements, evaluate solutions, demonstrate platform capabilities, and make recommendations. This position will also need to have Service Catalog Design and Management experience as they will own the Service Catalog

Job Duties:

• Designs and develops technical architecture to meet business requirements that comply with enterprise and platform level architecture and standards.
• Develops proof of concepts and business cases to present solution options to senior leadership and business stakeholders.
• Develops advanced system documentation, including, but not limited to, architectural best practices, technology capabilities, coding standards, process flows, design documents, architecture diagrams, and platform roadmaps.
• Leads the design and implementation of platform applications, services, modules, and integrations.
• Responsible for regularly conducting and evaluating platform health, security and performance reports and creating plans to mitigate any findings. 
• Responsible to ensure the scalability, reliability, and performance of platform.
• Troubleshoots and assists in the resolution of advanced technical issues.
• Maintains expert level knowledge of platform technology including current and forward-looking industry trends.
• Ensures platform solutions and processes are scalable, flexible, and optimized for performance and user experience.
• Participates in requirements gathering, story writing, user acceptance testing, release management and training. 
• Proactively evaluates and assesses current processes, procedures, capabilities and executes continuous improvement activities.
• Responsible for assigned ITSM and ITIL processes and practices within the service management ecosystem, ensuring alignment with industry standards and organizational objectives.

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

*Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).

Position Details:

Must-Have Skills:

• Experienced developer in ServiceNow
• Great communication skills
• Go-getter attitude and works well with others

Preferred Skills:

• Good organizational skills
• Strategic mindset
• Healthcare experience

Software, Tools, and Applications:

• ServiceNow
• Microsoft Office/Teams

Certifications and Education:

• ServiceNow Certified Administrator
• Bachelor's degree (preferred)

Education:

High School Diploma or Equivalent (GED)- (Required)

Experience:

Minimum of 12 years-Relevant experience* (Required)

Certification(s) and License(s):

Skills:

Critical Thinking, IT Networking, Professional Presentation, Teamwork, Working Independently

OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities.

• KINDNESS: We strive to treat everyone as we would hope to be treated ourselves.
• EXCELLENCE: We treasure colleagues who humbly strive for excellence.
• LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow.
• INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
• SAFETY: We provide a safe environment for our patients and members and the Geisinger family. 

We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, we encourage an atmosphere of collaboration, cooperation and collegiality.

We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all.  We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.