Applications (ServiceNow) Engineer

ChenMed

5d•$91,165 - $130,235•Hybrid

About The Position

The ServiceNow Engineer is responsible for the configuration, administration, optimization, and support of enterprise Commercial Off-the-Shelf (COTS) and Software-as-a-Service (SaaS) applications that power ChenMed’s clinical and business operations. The incumbent in this role works across one or more enterprise COTS/SaaS platforms — such as Salesforce, ServiceNow, or Workday — to deliver scalable, reliable, and user-centered application solutions while impacting technical strategy, solution design and operational excellence aligned with business needs. He/She works closely with business partners, IT teams, and vendors to support the full lifecycle of assigned enterprise applications.

Requirements

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) required
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
Ability to work with minimal supervision
Expert skill in Microsoft Office Suite products including Excel, Word, PowerPoint and Outlook; competent in other systems required for the position
Ability and willingness to travel locally, regionally and/or nationally up to 10% of the time; flexible to work evening, weekends and/or holidays as needed
Spoken and written fluency in English
This job requires use and exercise of independent judgment
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 required
A minimum of 3 years’ experience administering or configuring enterprise COTS/SaaS applications in a corporate environment required
Hands-on experience with at least one enterprise COTS/SaaS platform required (e.g., Salesforce, ServiceNow, or Workday)

Nice To Haves

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

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.
Leads and supports release management activities, coordinating platform updates, patches, and version upgrades with minimal disruption to operations.
Participates in release management activities, coordinating platform updates, patches, and version upgrades with minimal disruption to operations.
Monitors 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.
Identifies opportunities to improve platform adoption, automation, operational efficiency, and engineering processes across the organization.
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.