Applications (ServiceNow) Engineer

About the role

The ServiceNow Engineer plays a crucial role in supporting ChenMed's clinical and business operations by configuring, administering, and maintaining enterprise COTS/SaaS applications. This individual works closely with business partners, IT teams, and vendors to support the full lifecycle of assigned enterprise applications.

Responsibilities

• Configures, administers, and maintains assigned enterprise COTS/SaaS platforms (e.g., Salesforce, ServiceNow, or Workday) to support organizational workflows and business processes.
• Partners with business stakeholders to gather, analyze, and translate functional requirements into scalable, maintainable, and supportable technical solutions aligned with enterprise architecture standards and platform best practices.
• Leads solution discovery, technical design, and implementation strategy efforts by identifying business needs, risks, and dependencies while serving as a trusted technical advisor to business and IT stakeholders.
• Supports system integrations between enterprise applications using APIs, middleware, and data transformation tools.
• Conducts application testing, validation, and quality assurance activities for new configurations, enhancements, and system upgrades.
• Ledds and supports release management activities, coordinating platform updates, patches, and version upgrades with minimal disruption to operations.
• Maintains application performance, identifies bottlenecks, and implements solutions to ensure system reliability and availability.
• Provides technical leadership, mentorship, and oversight to less experienced engineers by removing blockers, identifying risks, promoting engineering best practices, and fostering a culture of accountability, collaboration, and continuous improvement.
• Drives technical standards, governance, and process improvements to enhance solution scalability, security, and maintainability.
• Creates and maintains technical documentation including configuration guides, process flows, and user-facing knowledge articles.
• Communicates technical concepts, solution approaches, risks, and recommendations to all levels of the organization effectively while facilitating alignment across business, operational, and IT stakeholders.
• Provides Tier 2/3 support for application-related incidents and service requests, performing root cause analysis and implementing corrective actions.
• Collaborates with vendors and platform representatives to manage support cases, license utilization, and feature adoption.
• Supports data governance activities including data integrity validation, field mapping, and access control management within COTS platforms.
• Follows IT change management and security protocols in all configuration and release activities.
• Performs other duties as assigned and modified at manager’s discretion.

Requirements

• Strong knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods.
• Advanced hands-on experience with two or more enterprise COTS/SaaS platforms (e.g., Salesforce, ServiceNow, or Workday).
• Comfortable operating in ambiguous environments with the ability to independently define scope, recommend direction, and drive initiatives forward with limited oversight.
• Strong understanding of application configuration, workflow automation, and process design within enterprise COTS/SaaS environments.
• Experience with system integrations using REST/SOAP APIs, middleware platforms, or integration tools (e.g., MuleSoft, Boomi, or similar).
• Experience leveraging AI-assisted development, automation, analytics, or productivity tools to improve engineering efficiency, operational effectiveness, and solution delivery.
• Understanding of emerging AI technologies and ability to evaluate practical use cases within enterprise application environments.
• Proficiency in platform-native scripting and automation tools (e.g., Salesforce Flow/Apex, ServiceNow Flow Designer/Glide scripting, Workday Studio/Calculated Fields).
• Solid understanding of ITSM principles and IT change management practices.
• Strong analytical and problem-solving skills with the ability to perform root cause analysis for complex application issues.
• Ability to manage competing priorities and work effectively in Agile/Scrum delivery environments.
• Well-respected and viewed as a key contributor cross-functionally; builds consensus across business and IT teams.
• Ability to communicate technical concepts clearly to non-technical business partners.
• Proactive in developing actionable recommendations that improve platform adoption, data quality, and operational efficiency.
• Expert skill in Microsoft Office Suite products including Excel, Word, PowerPoint and Outlook; competent in other systems required for the position.
• Willingness to travel locally, regionally and/or nationally up to 10% of the time; flexible to work evenings, weekends and/or holidays as needed.
• Spoken and written fluency in English.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Business Information Technology, or a related field OR additional experience above the minimum will be considered in lieu of the required education on a year-for-year basis.
• A minimum of 3 years’ experience administering or configuring enterprise COTS/SaaS applications in a corporate environment.
• Hands-on experience with at least one enterprise COTS/SaaS platform required (e.g., Salesforce, ServiceNow, or Workday).
• Active certification in a relevant enterprise platform preferred (e.g., Salesforce Certified Administrator or Platform Developer, ServiceNow Certified System Administrator or CIS, Workday Pro Certification).
• Experience using a service desk/ITSM platform for incident and change management preferred.

Skills

• Ability to quickly develop a deep understanding of supported business domains and translate operational needs into scalable technical solutions.
• Strong knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods.
• Advanced hands-on experience with two or more enterprise COTS/SaaS platforms (e.g., Salesforce, ServiceNow, or Workday).
• Comfortable operating in ambiguous environments with the ability to independently define scope, recommend direction, and drive initiatives forward with limited oversight.
• Strong understanding of application configuration, workflow automation, and process design within enterprise COTS/SaaS environments.
• Experience with system integrations using REST/SOAP APIs, middleware platforms, or integration tools (e.g., MuleSoft, Boomi, or similar).
• Experience leveraging AI-assisted development, automation, analytics, or productivity tools to improve engineering efficiency, operational effectiveness, and solution delivery.
• Understanding of emerging AI technologies and ability to evaluate practical use cases within enterprise application environments.
• Proficiency in platform-native scripting and automation tools (e.g., Salesforce Flow/Apex, ServiceNow Flow Designer/Glide scripting, Workday Studio/Calculated Fields).
• Solid understanding of ITSM principles and IT change management practices.
• Strong analytical and problem-solving skills with the ability to perform root cause analysis for complex application issues.
• Ability to manage competing priorities and work effectively in Agile/Scrum delivery environments.
• Well-respected and viewed as a key contributor cross-functionally; builds consensus across business and IT teams.
• Ability to communicate technical concepts clearly to non-technical business partners.
• Proactive in developing actionable recommendations that improve platform adoption, data quality, and operational efficiency.
• Expert skill in Microsoft Office Suite products including Excel, Word, PowerPoint and Outlook; competent in other systems required for the position.

Benefits

ChenMed offers a comprehensive benefits package including:

• Competitive compensation
• Comprehensive benefits
• Career development and advancement opportunities
• Great work-life balance

Join our team who make a difference in people’s lives every single day.