Technical Architect for Healthcare and Life Sciences

4 weeks ago

Austin, Texas, United States ServiceNow Full time

About the Role:

The Technical Architect for Healthcare and Life Sciences will be a technical expert on our customer engagement team, consulting with customers and configuring ServiceNow Telcommunications Service Management products based on best practices to accelerate and drive customer business outcomes.

Key Responsibilities:

  • Be the technical expert on the ServiceNow platform, advising customers on leveraging configurations vs. customizations.
  • Support customer engagements for Customer Service-specific process definition, re-engineering, improvement, and gap analysis during workshops with key customer sponsors and stakeholders.
  • Advise customers on ways to leverage the ServiceNow platform to transform their current processes.
  • Lead customer design workshops focused on ServiceNow Platform and Customer and Industry Workflow Solution technology.
  • Guide customers through the ServiceNow capabilities during different parts of the engagement, including knowledge transfers, process documentation, and proof of concepts.
  • Draft and review user stories, their acceptance criteria, testing strategy, and knowledge transfer while supporting customers in reviewing and approving them.
  • Provide ad-hoc oversight and training for the customer's future system administrators throughout the engagement.
  • Perform the role as a technical development lead and be responsible for the development process for partner resources (onshore and offshore) and other peers.
  • Create and maintain architectural documents, process flows, database structures, and other technical documentation.
  • Work with other members of the ServiceNow team to provide a great experience for our customers.
  • Perform hands-on development on the ServiceNow platform, leveraging all ServiceNow technologies and capabilities, including Flow Designer, REST, JavaScript, HTML, CSS, SSO, Mid-servers, and more.
  • Prepare all customer-facing deliverables focused on the technology and be responsible for the quality of the configured/developed solution.
  • Juggle multiple and complex projects/initiatives.
  • Promote continuous improvement practices for delivery/engagement materials.
  • Support specific sales activities when required.
  • Provide training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request.
  • Collaborate with team members.
  • Up to 50% travel annually, driven by customer needs and internal meetings.

Qualifications:

  • At least 5 years of configuration/development experience for complex, highly-capable technologies, inclusive of integrations and portals.
  • Demonstrated ability to influence and consult (providing options with pros, cons, and risks) in a customer service environment, while providing thought leadership to Customer Service sponsors/stakeholders in solving business process and/or technical problems.
  • Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies.
  • Knowledge of Healthcare and Life Sciences Best Practices in the following areas: Patient Management, Device Management, Health Insurance Processes, Service Management.
  • Strong understanding of leading CRM tools and related systems.
  • Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity.
  • Ability to adapt to different situations.
  • Proven team player and team builder.
  • Ability to gain government clearances.

Certification Requirements:

  • Required ServiceNow Certifications or achieved within the first 90 days:
    • Certified System Administrator (required or must achieve within the first 60 days)
    • Certified Implementation Specialist - Customer Service Management
    • Certified Application Developer
  • Required ServiceNow Industry Certifications achieved within the first year:
    • Healthcare and Life Sciences for Implementers
  • Desired ServiceNow Certifications:
    • Certified ITSM, ITOM, FSM

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