DHTS - ServiceNow Technical Lead Developer/Architect

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

About Duke Health Technology Solutions

Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health. By harnessing the power of innovative technologies like cloud computing and artificial intelligence — and pairing them with a forward-thinking approach — Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.

This role is crucial in shaping the strategic direction of ServiceNow implementations and ensuring that the platform delivers optimal performance aligned with Duke Health's business goals. The person in this role is expected to exhibit expert-level knowledge and skills across the platform, providing leadership in systems and data architecture, integration, automation, and strategic business process improvements.

Core Responsibilities:

• Advanced Systems and Data Architecture: Designs and oversees the implementation of complex system architectures. Maintains architectural blueprints and ensures their alignment with business needs and IT strategies. Expertly navigates and optimizes ServiceNow system and data architecture at a granular level.
• Integration and Automation Expertise: Develops and implements advanced integrations and automations that significantly enhance business operations. Uses in-depth knowledge of ServiceNow's integration hub, integration reconciliation engine, and automation tools to streamline processes across various business units.
• Cross-platform Expertise: Manages and optimizes the installation, configuration, and customization of all installed ServiceNow modules. Understands and manages cross-module dependencies to ensure seamless functionality.
• Development: Act as the lead developer on advanced integrations, ensuring seamless connectivity and functionality between ServiceNow and other enterprise systems.

Strategic Business and Process Improvement:

• Business Alignment: Works closely with business leaders to understand core business processes and requirements. Translates these needs into highly effective ServiceNow solutions that drive business value.
• Process Re-engineering: Identifies and implements strategic improvements in business processes through advanced system and data architecture enhancements. Proactively suggests ways to leverage ServiceNow to solve business challenges.
• Innovation: Technical lead and architect on new module implementations

System and Data Architecture Improvement:

• Understands the systems architecture in production and sub-production environments, then apply that knowledge to design and communicate solutions in terms of the system architecture.
• Maintains system architectural diagrams and documentation for both production and sub-production environments.
• Understands the ServiceNow database architecture and data flows thoroughly, then applies this knowledge to design and communicates solutions in terms of the data architecture at a table and field level.
• Maintains detailed data architectural diagrams and field-to-field mappings for systems that interconnect.
• Sets the strategic development prioritize for the adoption of the Common Services Data Model (CSDM). Acts as champion for its adoption, and proactively identifies opportunities to move towards its implementation.
• Understands the CMDB data architecture and applies this knowledge in designing system integrations and process improvements to enhance CMDB data quality and performance.
• Understands how the data in ServiceNow supports the different business processes, including DHTS processes (service-based costing, operational support) and business processes in the hospital
• Understands the current integrations and documents the data mappings with field level mappings from system to system

Vendor Development and Technological Advancement:

• Technology Scouting: Stays ahead of ServiceNow developments, including new releases and updates. Evaluates and recommends new technologies and capabilities that can be leveraged to benefit the organization.
• License Management: Understands the ServiceNow licensing model, monitors the system usage for compliance, and proactively identifies when licensing issues are imminent.

Mentoring and Leadership:

• Team Leadership: Leads and mentors a team of developers across all levels, fostering an environment of learning and growth. Sets standards for code quality, innovation, and professional development.
• Knowledge Sharing: Organizes and leads training sessions and workshops to disseminate advanced knowledge and best practices within the team.
• Learning Culture: Promotes a culture of continuous learning on the team. Pursues learning and development opportunities, and encourages mentees to avail themselves of training opportunities.

System Weakness Identification and Improvement:

• Proactive Optimization: Constantly evaluates the ServiceNow environment for weaknesses or areas of underperformance. Designs and implements robust solutions to enhance system reliability and performance.
• Security Enhancements: Ensures that all system architectures are compliant with the latest security standards and best practices. Leads initiatives to fortify the ServiceNow platform against potential security threats.

Change Management and Testing:

• Change Leadership: Develops and refines change management processes to minimize disruptions and maximize the effectiveness of system updates and changes.
• Advanced Testing Frameworks: Implements and oversees the use of automated testing frameworks to ensure that new and existing features perform as expected without adverse effects on the system.

Quality Delivery:

• Consistently produces high quality work with minimal rework
• Drives a culture of quality within the development team by identifying and implementing development team process improvements

Certifications:

• (minimum) ServiceNow Certified System Administrator
• (desired) ServiceNow Certified Implementation Specialist (CIS)
• (desired) ServiceNow Certified Master Architect (CMA)

This role is pivotal in ensuring that the ServiceNow platform not only supports but also accelerates the strategic objectives of the organization, making the person in this position a key player in the team.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

This is a remote position. Although this is a remote position, work hours are eastern timezone 8:30am-5pm. Do not apply if not a resident of one of the following Duke list of approved states for remote work: North Carolina, Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Indiana, Maryland, Massachusetts, Michigan, Maine, Montana, New Hampshire, New Jersey, New York, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Washington (State), or Washington, DC. Additional requirements for remote work will be discussed with screened candidates.

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.