Pacific Medical Centers is a comprehensive health care organization dedicated to serving vulnerable communities. They are seeking a Senior Service Engineer to lead the ServiceNow team in designing and improving enterprise-scale services that enhance caregiver experiences and operational efficiency.
Responsibilities:
- Own product strategy, roadmap, and backlog for ServiceNow CMDB, APM, and Asset Management
- Gather, analyze, and translate business requirements into user stories and acceptance criteria
- Drive CMDB design, CSDM alignment, and data quality governance
- Enable application lifecycle decisions (rationalization, modernization, retirement)
- Collaborate with architects, developers, and operations teams using Agile/Scrum
- Support UAT, adoption, and continuous platform improvements
- Define and track KPIs, SLAs, and value realization
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
- Strong experience with ServiceNow CMDB and Application Portfolio Management
- Solid understanding of CSDM and CI relationships
- Experience as a Product Owner, Business Analyst
- Agile/Scrum delivery experience
- Strong stakeholder management and communication skills
- ServiceNow Certifications (CSA, CMDB, APM, ITAM)
- Experience with ServiceNow integrations