Providence Health & Services is a comprehensive health care organization dedicated to patient-focused care. They are seeking a Senior Service Engineer to partner with various teams to design and improve large-scale services, particularly focusing on the ServiceNow platform, while ensuring high-quality and reliable service delivery.
Responsibilities:
- Partner with developers, testers, and program managers early in the development process to design, operate, and continuously improve large-scale services that empower IS, non-IS, and clinical caregivers
- Define the ServiceNow vision and roadmap, leveraging technical expertise to provide strategic guidance to stakeholders and drive initiatives that achieve KPIs for quality, cost efficiency, and caregiver satisfaction
- Advise on requirements and best practices to engineer resilient, secure, and high-performance solutions
- Own problems end-to-end—solving them once and for all
- Drive innovation, optimize resources, and contribute to disaster recovery readiness, while ensuring every release is predictable, reliable, and high-quality
- Troubleshoot complex issues, design scalable systems, and make a measurable impact on caregiver experience
Requirements:
- Bachelor's Degree: Computer Engineering, Computer Science, Mathematics, Engineering -OR- a combination of equivalent education and experience
- 5 or more years of related experience
- Experience in automation, specifically related to deployment, recovery, or other manual processes
- Experience with n-tier solutions
- Experience with resilience modeling (failure mode analysis) and ability to simulate service outages for point solutions (automated) and platforms (manually)
- Experience influencing software engineering team members in translating customer and technical requirements into service architecture to meet Quality of Service Expectations
- Experience leading and representing the Service in backlog discussions and standups to establish appropriate prioritization of Live Site requirements
- Experience leveraging data and metrics to drive behavior, process, and priority decisions
- Experience using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
- Experience in problem solving using systematic procedures and investigating problems utilizing root cause analysis
- Experience in a Healthcare environment
- 5 or more years of back-end ServiceNow experience
- Incorporating best practices and standards into designs for high-performance, manageable services
- Expertise in diagnosing and resolving complex, unexpected service issues
- Ownership of problems end-to-end, applying root cause analysis and delivering permanent solutions
- Skill in analyzing KPIs, usage scenarios, and feature releases to recommend capacity requirements
- Ensuring reliability, resilience, and security of production solutions