Job Description

Location: 100% Remote (Approved States: AK, WA, OR, MT, CA, TX)
Employment Type: Full-Time
Department: Enterprise Information Services – Development / Engineering
Shift: Multiple shifts available

About Our Client

Enterprise Information Services, we support a culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. We empower our teams to lead, challenge assumptions, and build resilient platforms that directly impact caregiver experience and operational excellence.

Role Overview

We are seeking a Senior ServiceNow Platform Engineer to serve as a technical and strategic backbone for enterprise service excellence. This role goes well beyond “order-taking” development. You will own ServiceNow capabilities end-to-end — defining roadmap direction, enforcing platform standards, improving data quality, and ensuring ServiceNow is used where it makes sense, not as a default solution for every problem.

You will partner closely with executive directors, service owners, developers, global delivery teams, and data engineering to reset the platform to best practices, reduce over-customization, and restore trust in ServiceNow as a scalable enterprise system.

This role requires strong critical thinking, architectural awareness, and the ability to push back when needed — recommending the right solution, even if it lives outside ServiceNow.

Key Responsibilities

Platform Ownership & Strategy

• Define and execute a ServiceNow platform roadmap aligned to enterprise priorities and KPIs.
• Serve as a thought partner to leadership on ServiceNow capabilities, limitations, and tradeoffs.
• Establish standards, guardrails, and governance for ServiceNow usage and integrations.

ITSM, CMDB & Asset Management Reset

• Lead a “back-to-basics” reset of ITSM processes, definitions of success, and consistency.
• Improve CMDB and Asset Management data quality, classification, and service mapping.
• Ensure assets, services, and applications are properly categorized and connected.

Integration & Data Enablement

• Design and oversee integrations between ServiceNow and external systems (e.g., Snowflake, ERP, IAM, HR systems).
• Ensure external data is ingested thoughtfully, validated, and made actionable within ServiceNow.
• Collaborate with data engineering and platform teams to enable real-time and scheduled integrations.

Engineering Excellence & Reliability

• Engineer resilient, secure, and high-performance ServiceNow solutions.
• Lead resilience modeling, failure mode analysis, and service outage simulations.
• Own problems end-to-end, applying root cause analysis and delivering permanent fixes.

Delivery & Stakeholder Engagement

• Represent ServiceNow in backlog grooming, standups, and prioritization discussions.
• Push back on misaligned requests and recommend alternative approaches when appropriate.
• Collaborate with global delivery teams while retaining architectural accountability.

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, Mathematics, or equivalent experience.
• 5+ years of experience in ServiceNow or enterprise service platform engineering.
• Strong experience with ITSM, CMDB, Asset Management, and Service Mapping.
• Experience with automation, deployment, recovery, and resilience modeling.
• Proven ability to influence engineering teams and stakeholders.
• Strong analytical, problem-solving, and root cause analysis skills.
• Experience leveraging metrics and KPIs to guide decisions.

Preferred Qualifications

• Healthcare industry experience.
• 5+ years of back-end ServiceNow experience.
• ServiceNow certifications aligned to area of focus (ITSM, CMDB, etc.).
• Experience with IntegrationHub and external data platforms.
• Demonstrated ability to reduce over-customization and enforce platform standards.