Senior Service Engineer IS - ServiceNow, Virtual

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