ServiceNow Platform Technical Lead/Sr.Engineer

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose : Bringing our heart to every moment of your health.

This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand with heart at its center our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

This position is Senior Engineer role in ServiceNow engineering team. The individual in this role will lead design, execution, and maintenance of our ServiceNow across multiple modules.

Liaising with technology teams, process owners and counterparts to define, execute and manage application sustainment, enhancement, and / or new development.

Reporting to the Lead IT Director, System Engineering, this position is critical in supporting the development and implementation of the overall ServiceNow.

This role will also have cross functional collaboration with other areas of ServiceNow Platform, including but not limited to being the first point of contact for defect management, and new enhancements development.

Job Responsibilities

• Design comprehensive development strategies that perfectly align with the overarching goals of our products and processes.
• Lead the design and development of solutions, ensuring they have the highest reliability, scalability and flexibility.
• Leverage ServiceNow capabilities to create robust, efficient, and secure development solutions.
• Work closely with cross-functional teams to orchestrate the integration of data from various sources into ServiceNow, ensuring the accuracy, reliability, and alignment of the integrated data with business imperatives.
• Review and optimize the architecture, anticipating potential bottlenecks to increase system performance, scalability, and operational efficiency.
• Establish and enforce governance policies and procedures, protecting data integrity and maintaining strict compliance with regulatory requirements.
• Discuss and pre-groom all stories and business requirements with Business, product owners, business analysts, and process owners and provide detailed technical inputs so that proposed solutions, product capabilities and constraints are well understood before requirements and demands are formally accepted.
• Lead and participate in architecture design, performance monitoring, product evaluation, and buy versus build decisions
• Lead detailed technical designs for ServiceNow architecture, outlining data mapping, protocols, and workflows, ensuring compatibility and efficiency
• Align with platform architects and IT Security experts to ensure integrations meets all relevant compliance and security standards
• Create and maintain comprehensive documentation of integration principles and standards, facilitating knowledge sharing within the organization.
• Provide guidance, mentoring, and technical leadership to other ServiceNow architects and developers, fostering their professional growth.
• Work closely with IT teams, business analysts, and stakeholders to fully understand integration and data requirements and translate them into effective solutions.
• Continuously monitor performance, proactively identify and resolve problems, and implement solutions to ensure service reliability and availability.
• Provide support to critical issues and work with support teams in recommending resolutions to avoid any business impact.
• Work with testing teams in ensuring that solutions developed are well understood by the testing teams and thoroughly tested before being deployed in production instances.
• Ensuring the technical aspects of future releases or upgrade implementations are in line with security, best practices, and meet the expectations of our business.

Experience

• A Bachelor’s degree in Computer Science, Information Systems, related field, or equivalent experience.
• 5+ years of hands on experience in delivering ServiceNow tools and processes, including integrations and standard platform development
• Hands on experience on ServiceNow platform with coding / scripting, configurations and advanced capabilities like Workflows, Flow Designer, App Engine etc
• Experience designing and developing integrations between ServiceNow and third-party systems (Workday, IAM, Azure, Salesforce), including use of ServiceNow's Integration Hub, and / or custom APIs
• Expertise in available ServiceNow APIs and a good understanding of various API architectural styles, including REST, SOAP, GraphQL, Webhook, WebSocket, file-based integrations etc
• Experience with web technologies such as JavaScript, Jelly, HTML, JSON, CSS, AngularJS, Jelly, Ajax, jQuery
• Experience in UI Scripting, UI Action UI Policy, UI Macro, Business Rules, Workflow development, client-side / server-side scripts, Jelly scripts, SLA’s
• Experience with ServiceNow development tools such as workflow, flow designer, business rules, scripts, and Access Control List (ACL) rules
• Server-side scripts utilizing the most efficient GlideRecord methods to reduce overall processing time
• Strong knowledge and ability of Server Administration across OS platforms, including the understanding of described domain structures, user permission levels, group policy objects and the execution of SUDO policies
• Domain Separation and designing the Process and data flow within various domains
• Design and modify ServiceNow forms, workflows, scripts, transform maps, service maps, web services, inbound email actions, SLAs and agent workspace, table management, performance analytics
• Hands-on MID-server configuration experience and architecture understanding
• Experience working in a SAFe / Agile team
• Proven ability to work in a fast-paced and dynamic delivery environment with versatility to manage multiple projects, priorities, and urgent issues successfully and simultaneously.
• ServiceNow Certified Application Developer (CAD) certification

Nice to have

• Integration experience in ITSM, ITOM, HRSD, SPM, ITAM, CMDB
• Experience with UX analytics, Generative AI, Employee Center Pro / Portals
• Cloud Cost Management, DPM, APM
• Discovery, Service Mapping, Event Management & Cloud Management

Education

Bachelor's degree from an accredited college, or, equivalent experience (HS diploma + 4 years relevant experience)

Pay Range

The typical pay range for this role is :

$124,372.50 - $247,200.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.

The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.

This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

This position also includes an award target in the company’s equity award program.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.

The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.

The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits.

CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.

As for time off, Company employees enjoy Paid Time Off ( PTO ) or vacation pay, as well as paid holidays throughout the calendar year.

Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.