We are seeking a motivated and skilled Sr. 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 Sr. ServiceNow Developer reports to the ITSM Manager at PAM Health. This position is hybrid and based out of Plano, Texas.  

Include, but not limited to:

• 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.
• Design and implement integration solutions to connect ServiceNow with external systems and applications.
• Utilize ITIL v4 principles to enhance service management processes and workflows.
• Build and maintain service catalog items, ensuring efficient and user-friendly service delivery.
• Engage with stakeholders to gather requirements and translate them into technical specifications.
• Identify potential problem areas within customer ServiceNow environments and provide solutions.
• Work collaboratively across one or more applications on the ServiceNow platform, including Employee Center.
• 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).
• Assist SHI teams in managing project timelines and customer expectations.
• 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.
• Offer deep expertise on technical questions related to the ServiceNow platform.
• Understand complex business needs and help standardize processes in design and deliverables.

Leadership

• Inclusiveness: Promotes cooperation, fairness and equity; shows respect for people and their differences; works to understand perspectives of others; demonstrates empathy; brings out the best in others and in his/her team
• Managing Staff: Coaches, evaluates, develops, and inspires staff; sets expectations; recognizes achievements
• Stewardship and Resource Management: Demonstrates accountability and sound judgment in managing company resources; appropriate understanding of confidentiality and company values; adheres to and supports company policies, procedures and safety guidelines
• Problem-Solving: Identifies problems and involves others in seeking solutions; conducts appropriate analysis and searches for best solutions; effectively and efficiently implements appropriate responses to correct problems; responds promptly and effectively to new challenges
• Decision-Making: Makes clear, consistent decisions; acts with integrity in all decisions; distinguishes relevant from irrelevant information; makes timely, appropriate decisions.
• Strategic Planning and Organizing: Understands company vision and aligns priorities accordingly; measures outcomes; uses feedback to redirect as required; evaluates alternatives; appropriately organizes complex issues to desirable resolution
• Communication: Connects with peers, subordinate employees and all customers; actively listens; clearly and effectively shares information; demonstrates effective oral and written communication skills; negotiates effectively.
• Quality Improvement: Strives for efficient, effective, high-quality performance in self and in the department; delivers timely and accurate results; resilient when responding to matters that are challenging; takes initiative to make improvements
• Leadership: Motivates others; accepts responsibility; maintains high morale in department; develops trust and credibility; expects honest and ethical behavior of self and staff
• Teamwork: Encourages cooperation and collaboration; builds effective teams; works in partnership with others; is flexible; responsive to the needs of others
• Development: Maintains up-to-date skills through involvement with professional organizations and/or continuing education

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

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.

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.
• 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