Make a difference. Be happy. Grow your career. The ideal candidate will have experience configuring, customizing, maintaining, and administering on the ServiceNow platform. This role will partner with internal stakeholders and clients to help design and implement ServiceNow based applications, workflows, dashboards, reports, portals, etc. to optimize business processes. Day-to-day duties will include development for upgrades, syncing environments, maintaining the system's operational efficiency by supporting user acceptance/performance/security/usability testing, developing and maintaining system documentation, and resolving incidents and change/problem requests. The role will also focus on end user experience within the system to optimize the user workflows. Nordic, Best in KLAS IT Services Firm and solely serving the healthcare industry, strives to empower healthcare providers to leverage technology and to realize digital transformation. All Nordic staff embrace Nordic’s maxims and mission to serve our customers who care so well for us. The role of the SLA Manager is to ensure that all service level agreements (SLAs) for information technology services across the organization are delivered according to specificationsluates and manages new strategic business opportunities, mergers, acquisitions, partnerships, alliances and/or ventures. Oversees market analysis, monitors competitive activity, and identifies client needs. Provides leadership in the planning, design, due diligence, and implementation of strategic business development objectives. Defines vision, strategies, and tactics for team. Key RESPONSIBILITIES ITSM Developer responsibilities include: Configure, customize and use of scripting to build and improve ServiceNow applications, including, but not limited to creation of forms, workflows, service requests, ACLs, and email notifications Create scripts and develop intuitive forms, workflows, and strict security rules( ACLs) to improve our IT, HR and customer Service teams work across ITSM, CSM, HRSD, ITAM and ITOM (CMDB). Dig into platform issues, perform root cause analysis and constantly refine processes to streamline employee workflows, IT Support and Customer Service Collaborate with various business stakeholders to translate their business needs into scalable, real-world ServiceNow applications and lead cross-functional project rollouts. Develop OOTB functionality and limit custom integrations that link ServiceNow with other core enterprise tools and rigorously testing everything before it goes live to protect sensitive data. Keep the instance secure and up to date by applying the latest ServiceNow releases, patches, and plugins while retaining a healthy platform. Build monitoring tools, dashboards, reports that provide leadership with metrics to manage their business, tracking SLAs, and CMDB health Create roadmaps to support business services usings CSDM models so IT, HR and the business stakeholders speak the same data language. Maintain and refine CMDB governance processes and data quality standards to support efficient IT Operations, Change Management, and Incident routing. Serve as ServiceNow subject matter expert, training users, promoting the value of unified portals, and leading technical discussion aligned on best practices. Skills And Experience Required Skills and Experience Generally requires a Bachelor's degree and 5 years of related experience, a Master's degree and 3 years of related experience, or 8 years of related experience and no degree. Bachelor’s degree or Masters degree in Information Technology, Computer Science or other related field. 5+ years of ServiceNow experience, specifically CSM, ITOM (CMDB), SPM, ITSM modules including Portals. 3+ years ServiceNow development experience across multiple modules. 3+ years’ experience with scripting languages such as PERL, JavaScript, Python, Shell including Angular and React libraries. 2+ years of working experience across three or more of the following areas in ServiceNow: Incident Management, Change/Release Management, Knowledge Management, Service Portal, Asset Management, Reports/Dashboards, Configuration Management, experience with JavaScript, HTML, and CSS Familiarity with organizational change management. Familiarity with various system development life cycle models and hands-on experience with requirements collection and analysis Knowledge of relational databases (MySQL, MSSQL, Oracle) Ability to support multiple projects simultaneously. Knowledge of Agile/Scrum concepts. Knowledge of ITIL concepts. Attention to detail: is thorough when performing work and conscientious about attending to detail. Demonstrates a high degree of customer service and teamwork. Works well with clients and other vendors in achieving mission success and is committed to providing quality products and services. Strong Communication Skills: be able to expresses key ideas and obtain tangible feedback from cross-functional team members and stakeholders. Must possess strong creative, communication, and collaboration skills. Critical Thinking and Problem Solving: identifies risks and problems and be able to conduct qualitative and quantitative analysis to generate and evaluate alternatives and to make mitigation recommendations. Perform professionally and with sound judgement during high-pressured situations. Flexible in schedule and adapts well to rapid change. Cross-functional knowledge to bridge communication and translation to non-technical teams. Ability to grasp complex system workflows and technical concepts to understand cause and effect for actions taken in a business process or software system. Collaborative team player. Must demonstrate and embody Nordic’s Maxims. Preferred Skills and Experience One or more of the following ServiceNow certifications: (CSA) Certified Systems Administrator, (CIS) Certified Implementation Specialist, or (CAD) Certified Application Developer. ITIL certification. Maintain a healthy, accurate CMDB using the Common Service Data Model(CSDM), resolving data anomalies and ensuring it acts as a reliable foundation for all enterprise operations Hands on experience with CMDB/ITOM Discovery – setting up MID Servers and patterns ServiceNow experience with discovery, service mapping, and configuration management (CMDB), CI classes, relationships, IRE rules, and data integrity Exposure to multiple, diverse technologies, platforms, and processing environments. Good understanding of strategic and emerging technology trends, and the practical application of existing and emerging technologies to new and evolving business and operating models. Experience working in Healthcare IT a plus. additional details Must have a quiet private working space meeting home network connectivity expectations. Must have high speed internet availability and direct connection to a router and/or sufficient wireless connectivity. Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans. Healthcare organizations are challenged to deliver higher quality care at a lower cost. Our award-winning team provides consulting services focused on strategy, technology, and operations, as well as managed services, that result in a stronger business with better patient outcomes. Ranked as a best place to work by nine publications, Nordic's culture provides our home office and consultants a supportive environment in healthcare that allows you to make a difference, be happy, and grow your career.

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