AdventHealth Information Technology

All the benefits and perks you need for you and your family:

• Benefits from Day One
• Career Development
• Whole Person Wellbeing Resources
• Award-winning IT Department

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full-Time

The role you’ll contribute:

The ITSM ServiceNow Developer Senior will be responsible for design and development of enhancements using Agile methodology. This role will work directly with various leaders in the Service Management Office to help interpret requirements and educate on the various development activities. This role is responsible for hands-on development of ServiceNow enhancements, as well coach the ITSM Intermediate developers as needed. They will work with the IT Leadership to develop technical solutions that satisfy the business needs of IT and other departments seeking to use the IT workflow tools. The administration of the IT workflow tools will also be in scope for this role and carried out by the ITSM Development Team. This role is also responsible for the Platform support in handling day to day operations.

The value you’ll bring to the team:

• Executes the tasks associated with service design, service transition or service operations (e.g., change, event, problem, and incident), adhering to the service management practices.
• Acts as liaison between practice owners, managers, and users to evaluate and implement process improvement opportunities.
• Ensures all parties understand ownership and accountability between service management supporting teams by communicating consistently and keeping accurate documentation throughout the change management cycle.
• Provides group training on service management practices and tools using approved Service Management Training presentation.
• Stays current with emerging trends in service management, proposing and developing plans to further the function.
• Mentors other team members who may be less experienced in-service management area in meeting various business needs.
• Assists in facilitating and promoting organizational change.
• Acts as SME with teams to design test plans and functional test cases.
• Coordinates appropriate testing with end users on complex projects, including schedules, resources and environments, if necessary.
• Identifies and documents risks and issues through review of implementation and backout plans documented within change records and work with teams to develop mitigation strategies for those risks and issues.
• Creates and provides reports for management, summarizing process compliance.
• Identify, evaluate, and document opportunities for continual improvement in the approved Service Management application Development Responsibilities
• Configuration/customization of the IT workflow tools, including creating workflows and delivering business requirements
• Analyze and fully understand user requirements and current procedures to improve system capabilities, automate process workflows and address scheduling limitations around resource availability throughout development and delivery
• Perform system and integration testing with sample and live data through web service and email APIs, including scripting logic for data transformation
• Perform upgrades and evaluate patches following the organization's Change and Release Management processes
• Monitor health, usage and overall compliance of the IT workflow tools
• Report on Critical Success Factors (CSF) & Key Performance Indicators (KPIs) for the ITSM Development Team
• Maintain Service Levels set by the organization in support of Service Management Office and IT workflow tools
• Provide education and training when needed on the IT workflow tools and ITSM Development team processes
• Support operational activities such as requests, incidents, and problems for the ITSM Development team.

The expertise and experiences you’ll need to succeed:

EDUCATION AND CERTIFICATIONS REQUIRED:

• Bachelor's degree in IT, Computer Science, or MIS, and 2+ years of experience in Computer Programming, Software Engineering Analysis, or Application Development OR
• Master's degree in IT, Computer Science, or MIS.
• ServiceNow System Administrator certification
• ServiceNow Application Developer Certification
• ITIL 4 Foundation Certification

KNOWLEDGE AND SKILLS REQUIRED:

• Knowledge of the Service Management toolsets / ServiceNow and how it relates to other ITSM processes
• Strong understanding of CMDB and Servicenow DB Architecture.
• Experience in Servicenow Orchestration, Performance Analytics, Flow Designer, Integration hub , AI and Machine learning.
• Experience implementing one of these Applications (ITSM, ITAM, SPM, ITOM, CSM)
• Knowledge of structural programming concepts.
• Experience in ServiceNow Implementations and platform upgrades.
• Experience with all scripting aspects of the ServiceNow system
• Knowledge of Angular JavaScript, REST and SOAP APIs
• Experience with Advanced JavaScript, XML, HTML, CSS, SQL PowerShell, AngularJS