Senior Service Now Developer

Overview We are seeking a motivated and skilled Senior ServiceNow Developer to join our dynamic team at PAM Health. The ideal candidate will possess a robust understanding of the ServiceNow platform, with comprehensive experience in system administration, development, and implementation of ITSM, ITAM, and ITOM modules. This role requires a proactive individual who is eager to tackle challenges and contribute to innovative solutions for PAM Health.

The Senior ServiceNow Developer directly reports to the IS Operations Leader at PAM Health.

This position is hybrid and based out of Plano, Texas. 

Responsibilities I. Position Responsibilities

· Develop, configure, and customize ServiceNow applications and services, with experience in Flow Designer.

· Implement ServiceNow platform capabilities, including ITAM, ITSM, and ITOM modules, involving form configuration, workflow administration, reporting, data imports, custom scripting, and third-party software integrations.

· Utilize ITIL v4/5 principles to enhance service management processes and workflows.

· Build and maintain service catalog items, ensuring efficient and user-friendly service delivery.

· Identify potential problem areas within PAM Health ServiceNow environments and provide solutions.

· Serve as both a system administrator and developer, managing platform operations while driving development initiatives.

· Stay current with industry trends and new ServiceNow offerings to enhance the usability of the ServiceNow Platform.

· Maintain ServiceNow certifications, including Certified System Administrator (CSA) and Certified Application Developer (CAD).

· Technical Leadership & Architecture

o Designing and maintaining the "Gold Image" of the ServiceNow instance, ensuring that custom code doesn't interfere with future upgrades.

o Translating complex business requirements into technical blueprints, choosing between Out-of-the-Box (OOB) features and custom scoped applications.

o Setting the standards for Script Includes, Business Rules, and Client Scripts, while performing peer reviews to ensure code quality and security.

· Advanced Development

o Building and managing complex integrations between ServiceNow and third-party tools (like Jira, Azure DevOps, or RMM tools) using IntegrationHub, REST/SOAP APIs, and Mid Servers.

o Creating sophisticated, user-centric interfaces using the Service Portal framework.

o Designing and implementing Automated Test Framework suites to accelerate regression testing during upgrade cycles.

· Infrastructure & Automation

o Overseeing the health of the Configuration Management Database (CMDB) and optimizing Discovery patterns to ensure IT assets are tracked accurately.

o Architecting complex automation logic to replace legacy workflows, focusing on low-code/pro-code hybrid solutions.

· Strategic Responsibilities

o Acting as a bridge between clinical or business operations and the IT department to ensure the platform solves real-world workflow pain points. Complete all work within agreed timescales and KPIs. Implement complex ServiceNow solutions, including system configuration and development of custom features.

· Provide advanced technical consulting and support quality assurance activities.

· Ensure adherence to implementation standards and technical best practices.

· All other duties as assigned.

II. Customer Service

· Maintains the highest level of customer service via courtesy, compassion and positive communication.

· Promotes the mission and vision of PAM Health within the work environment and the community.

· Respects dignity and confidentiality by adherence to all applicable policies and procedures.

· Must possess interpersonal, written and verbal communication skills required for effective interaction with medical providers, case managers, patient assessment coordinators (PAC), and wound care managers

· Must communicate frequently in a tactful and diplomatic manner with medical providers, case managers, PACs, and wound care managers including clear and concise querying

· Must promote customer satisfaction by way of prompt and courteous service to internal and external customers

III. Health and Safety

· Works in a manner that promotes safety; wears clothing appropriate to the performance of the job.

· Participates in OSHA required training.

· Follows universal precautions as appropriate for position; complies with Employee Health requirements for continued employment.

· Reports unsafe practices to management.

· Knows own role in case of an emergency.

Qualifications Education and Training:

Bachelor’s Degree or equivalent experience. Familiarity with ITIL v4 framework and its application in service management. Certification preferred.

Experience:

· 3-5 years of experience in ServiceNow development.

· ServiceNow Modules: ITSM, ITOM, ITAM, CSM, or HRSD

· Minimum 5 years of experience in configuring and customizing ServiceNow projects.

· Expertise with at least one ServiceNow module; experience with several modules is an advantage.

· ServiceNow Certified System Administrator (CSA) certification is required; additional certifications such as Certified Application Developer (CAD) or Certified Implementation Specialist (CIS) are highly preferred.

· Demonstrated ability to work independently and as part of a team.

· Proven experience with ServiceNow Flow Designer for creating and managing workflows.

· Strong integration experience, with the ability to connect ServiceNow with other systems.

· Experience implementing, configuring, and customizing ServiceNow, including experience with common web technologies (e.g., XML, HTML, AJAX, CSS, HTTP, TCP/IP).

· Detailed knowledge of ITIL methodologies, JavaScript, web software design principles, and IT Service Management processes (Incident, Problem, Change, Release, Knowledge, Service Catalog).

· Strong problem-solving skills and the ability to work independently and as part of a team.

· A proactive, enthusiastic approach to work, with a desire to continuously learn and grow.

Knowledge, Skills, and Abilities:

· Strong entrepreneurial spirit; a desire and willingness to “do whatever it takes”

· Client-oriented, professional services mind-set

· Ability to manage several projects simultaneously

· Good research skills and the ability to manage details

· Good analytical skills

· Excellent command of English, strong communicator.

· Good written and verbal communication skills

· Excellent organization and time management skills

· Ability to think outside the box

· Ability to stay self-motivated and self-directed

· Willingness to adapt to changing business and technical priorities

· Ability to work in a fast-paced, high-performance team environment

· Proven experience in ITAM in a similar or same field

· Ability to create high-quality documentation with precision

· Ability to work with deadlines

· Meticulous attention to detail

· Highly organized and methodical

Preferred Skills/Qualifications

· ServiceNow Implementation Specialist in three or more applications preferred

· Additional experience within the IT or Software Asset Management field