LEAD, SERVICENOW DEVELOPER

All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored.

UW Medicine’s IT Services department has an outstanding opportunity for a Lead, ServiceNow Developer!

UW Medicine’s Information Technology Services (ITS) department is a shared services organization that supports all of UW Medicine.  UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake (UWMC-Montlake), UW Medical Center-Northwest (UWMC-NW), Valley Medical Center (VMC), UW Neighborhood Clinics (UWNC), UW Physicians (UWP), UW School of Medicine (SOM) and Airlift Northwest (ALNW).  In addition, UW Medicine shares in the ownership and governance of Children’s University Medical Group and Seattle Cancer Care Alliance (a partnership between UW Medicine, Fred Hutchinson Cancer Research and Seattle Children’s).  ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all of these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.

In collaboration with UW Medicine IT Services (‘ITS’) and under the general guidance of the Assistant Director of Service Management, the primary focuses of the Lead Service Now Developer position are:
• supporting the direction and priorities of the Manager by coordinating and overseeing the operational activities and system maintenance, and ensuring standard services are meeting appropriate targets;
• leading the design of the ServiceNow platform to effectively meet the needs UW Medicine;
• establishing and maintaining technical oversight of ServiceNow to promote an optimal and sustainable platform for UW Medicine;
• prioritizing and distributing the workload throughout the team, managing the day-to-day workflow, and reporting to the manager the status of work assignments;
• providing a point of escalation for operational and other service issues;
• identifying and proposing service management improvements;
• providing advice, coaching and mentorship to team on work techniques, best practices, and operational expertise; and
• serving as the manager’s delegate to represent the team to customers, project managers, technical leadership and organizational management.

RESPONSIBILITIES

Leading Team Operational Activities - ServiceNow Design, Development & Platform Solutioning (70%)
• Oversee the operational activities of the team.
• Develop and maintain strong team processes and capabilities through the enhancement, deployment, and maintenance of methods, metrics, tools, training, education, and communication.
• Lead ServiceNow platform development, configuration and design-level details that align to implementation best practices. Lead advanced analysis, architectural design and development for all ServiceNow platform instances.
• Leverage ServiceNow to ensure appropriate development of workflows, configurations, customizations, and applications.
• Lead the architectural defining and design of technical solutions aligned with presented problem areas for UWM and ServiceNow best practices.

Mentoring (15%)
• Mentor team members in technical and departmental knowledge, practices, processes, and procedures.
• Guide customers and other staff in best practices, technical trends, and valuable resources.
• Provide feedback to Manager on team members, customers, and other staff to support the development of training and education.
• Lead and mentor team members in troubleshooting or problem-solving exercises.
• Collaborate with Manager on and occasionally lead staff professional development activities.

ITIL Process Coordination - Configuration, Reporting, Change, Problem, SR, & Incident Management (10%)
• Work closely with ITIL process owners and stakeholders to ensure ServiceNow is configured to meet their requirements and facilitate technical meetings as needed for enhancements and incidents.
• Assist with CMDB optimization.
• Assess agreed upon KPI’s using a continual improvement lens.

Other (5%)
• Contribute to professional development of the ITSM team and its environment through the education/training of other team members and process/communication improvement initiatives.
• Work with ITSM Assistant Director to set professional goals for career development.
• Act as back-up for other team members and functions, as needed.

REQUIREMENTS

• Bachelor’s Degree in Computer Science, Engineering, Software Development, Information Technology, or related field or equivalent combination of education/experience.

5+ years’ experience in software development with a demonstrated progression in responsibilities, including:
• 1+ year(s) of formal mentorship for technology professionals.
• 5+ years’ experience with ServiceNow Platform.
• ServiceNow Certifications for System Administrator and Certified Implementation Specialist (or commitment to attain these certifications within six months of hire date).
• Possess ITIL Foundation certification; if not currently certified, this certification must be achieved within six months of start date.
• Advanced understanding of ServiceNow platform and implementation experience with at least 2 of the following ServiceNow application suites: CSM, FSM, ITSM, ITOM, HRSD, GRC/IRM and/or SecOps.
• Advanced understanding of ServiceNow core application UI and workflow configuration, report development, integration components (e.g. LDAP, SSO, etc.) as they pertain to Customer Service implementation requirements.
• Experience leading at least three full lifecycle ServiceNow implementations.
• Advanced experience with scripting in the ServiceNow platform using JSt: Business Rules, Client Scripts, UI Actions, UI Pages, Angular JS, Jelly, etc.
• Advanced experience with web technologies (XML, HTML, JavaScript, Web Services, etc.)
• Advanced understanding of implementation methodologies/SDLC (ex. Agile Scrum, Waterfall)

DESIRED

• Previous experience in and knowledge of academic healthcare systems and/or operational environments.
• ServiceNow development experience, including scripting, tool configuration, design work, technical configuration, testing and deployment.
• Advanced degree (e.g., Master’s, PhD, etc.).
• Experience working with or developing the following: JavaScript (specifically ES5/RHINO), PHP, C, Java, Perl, HTML or HTML 5, AngularJS, BootStrap, CSS/SCSS, and/ or jQuery.
• ITIL Foundations or Intermediate certifications.
• Scrum Master certification or experience.
• Project Management experience and/or PMP and/or equivalent certification.
• Lean Six Sigma experience / Green Belt.
• Experience utilizing Agile methodology.
• Experience in development of web microservices including REST and/or SOAP.

CONDITIONS OF EMPLOYMENT