Senior ServiceNow Platform Engineer

The Senior ServiceNow Platform Engineer will serve as the IT Subject Matter Expert (SME) for the ServiceNow platform, and will be responsible for supporting, operating, and maintaining the CVS Health ServiceNow instances. The Platform Engineer will bring their expertise in ServiceNow and will be well-versed in the best practices, having firsthand experience with all common platform core functionality.

Responsibilities:

• Lead day-to-day operational aspects of the application swiftly resolving simple issues and collecting requirements for more significant improvements.

• Install, enable, configure, and customize core applications such as the Configuration Management Database (CMDB), Change Management, Incident and Problem Management, Request Management, Discovery, Knowledge Management, HR and other modules on the NOW platform based on business requirements to facilitate the rollout of new functionality, interfaces, modules, and other items such as user interface (UI) and workflow configuration.

• Plan, prepare, and successfully execute NOW Platform upgrades and other routine maintenance with minimal or no disruption to the production platform.

• Analyze and troubleshoot technical issues and deficiencies, conduct root cause analysis, create and maintain high quality technical documentation of system functionality and operational workflows, and other support activities as needed to ensure the NOW platform operates efficiently and at expected performance levels.

• Develop testing and communication plans as needed for system enhancements, product upgrades, or other service-affecting activities.

• Drive routine and emergency Release Management activities for code deployment.

• A thorough understanding of ServiceNow modules, workflows, scripting, integrations, and APIs as well as experience designing and implementing ServiceNow solutions using Agile methodology.

• Maintain integrity of the platform by monitoring performance, ensuring supporting infrastructure, including servers, databases, and integration points are performing at expected service levels.

• Work on proof of concepts/High-level conceptual design with the team.

• Track applicable metrics to facilitate ongoing governance and continuous improvement of system solutions.

• Tier 3 support and coordination of critical issues resolution.

• Provide mentoring and support to other administrators as well as supply written documentation.

• Support internal and external audit requests.

• 5 years of progressive experience successfully operating, configuring, maintaining, and delivering solutions and business value through the ServiceNow platform.

• 2 years of experience supporting tools and technologies such as LDAP, NTP, SMTP, Single Sign-On (SSO), Identity Management, MID Servers, SSL certificates, Automated Testing tools, etc.

• ServiceNow Certified System Administrator (CSA).

Preferred Qualifications

• ServiceNow Certified Application Developer (CAD) certification.

• ITIL Foundations certification.

• Demonstrated Hands-on Proficiency with one or more of the following: IT Service Management (ITSM), IT Operations Management (ITOM), Service Catalog, Service Portal, and scoped applications

• Experience working in a complex multi-vendor environment.

• Understanding of risk management and how to address, mitigate, and/or remediate risks effectively.

• Ability to multi-task in a fast-paced high-performance environment collaborating with multiple teams.

• Understanding of supporting tools and technologies such as LDAP, NTP, SMTP, Single Sign-On (SSO), Identity Management, MID Servers, SSL certificates, Automated Testing tools, etc.

Education

• Bachelor's degree in Engineering, Computer Engineering, or a relevant technical discipline preferred. Verifiable high school diploma or GED and equivalent work experience required.

Pay Range

The typical pay range for this role is:

Minimum: 60,300

Maximum: 130,000

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.

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.