Senior ServiceNow Developer / Senior Consultant MIS Lvl B

Purpose of Position:

Under direction, with broad latitude for the exercise of independent judgment and ingenuity serves as expert consultant and advisor on complex data processing problems; participates broadly in the design of computer based information systems under development or to be developed with particular emphasis on the feasibility of major projects, benefits to be derived from systems’ implementation, costs of development and operation, and with attention to the orderly development of particular systems, interfacing with other systems to accomplish an effective degree of integration.

In the area of Computer Operations provides the technical support and operations management of the NYC Health + Hospitals MIS Computer Center over a 24 hour/7 day operation week.

In the Network Services area participates in the planning and implementation of Network Services with an emphasis on remote site preparation and participates in the operation of the Network Control Center helping to resolve complex network and telecommunications problems.

Essential Duties and Responsibilities:

Application Programming and Systems Engineering Disciplines

1. Recommends alternative approaches for users concerning aspects of data processing system design and selection of systems for computerization and processing of management information data, statistics, reports, etc.

2. Develops design for feasibility studies and participates in analyses of project requests from user departments within NYC Health + Hospitals.

3. Recommends programs, practices, and standards to facilitate uniform application of electronic data methods and their correlation with other units and regulatory jurisdictions.

4. Maintains a high-level of technical competence with particular regard to latest E.D.P. technology, methodology and applications of computer and related devices in the field of health care and management information systems.

5. Performs in-depth investigation and analysis to identify and resolve processing problems associated with the systems, programs, and machine utilization.

6. Selects computer, communications and peripheral equipment to meet the specifications of Department’s projected requirements and workloads based upon considerations of cost, performance specifications, demonstrations of performance, vendor support, ease of operation, maintenance and other technical factors.

Network Services

1. Plans and assists in the coordination of network equipment at remote user sites.

2. Supervises the assignment of network technicians in support of problem resolutions and remote site installation.

3. Recommends standards and procedures for the uniform application of data communications methods and interfaces.

4. Interfaces with communications carrier (NY Telephone, AT&T, Northern Telecom, Telecom Plus ROLM, etc.) to coordinate service and problem resolution issues.

Computer Operations

1. Manages operation of all computers and peripheral devices in the Computer Center.

2. Ensures that specific job operating instructions are understood and followed and that all operational directives, guidelines and procedures are adhered to by Computer Operations staff for the purpose of establishing and maintaining a stable processing environment.

3. Manages vendor field service engineer support to ensure maintenance and repair work is performed as required and in a timely manner.

4. Provides operations support to systems engineering in the maintenance of all operating systems software and in the diagnosis of hardware problems and to Network Services in the maintenance of online communications capability.

5. Responsible for training, development, motivation, performance evaluation, and motivation, performance evaluation and discipline of all assigned Operations staff.

6. Maintains and ensures satisfactory operating environment of Computer Center.

Certification(S)/NYS Licenses/Education:

• ServiceNow Certified Systems Administrator (CSA) required
• ServiceNow CIS – ITSM or CIS-IRM strongly desired
• ServiceNow Certified Application Developer (CAD) strongly desired

Knowledge, Skills, Abilities and other Requirements:

• Must be able to perform all aspects of ServiceNow platform management, including troubleshooting, development, and documentation.
• Should be able to work extensively within the IT Service Management (ITSM) suite, with a focus on Incident, Problem, and Change Management.
• Must be able to design and implement workflows using Flow Designer to automate business processes.
• Will need to create and manage test cases and test suites using the Automated Test Framework (ATF) to ensure the quality and integrity of our implementations.
• Must be able to assist in the development of unit test cases and support Quality Assurance (QA) testing efforts.

Years of Experience:

• 5 years development experience with ServiceNow platform

Minimum Qualifications

1. A Baccalaureate Degree from an accredited college or university with a major in Computer Science, Systems Engineering, applied Mathematics, Business Administration, Economics/Statistics, Telecommunications, Data Communications, or a related field of study; and

2. Five (5) years of progressive, responsible experience in the field of data processing, computer systems and applications.

Operations Specialty requires supervisory experience (5 years).

Network Services requires a telecommunications background and experience.

3. Broad knowledge and expertise in the characteristics of computers, peripheral devices, communications systems and hardware capabilities, programming languages, E.D.P. applications, systems analysis methodology, data management and retrieval techniques; or

4. A satisfactory equivalent combination of training, education and experience.