ServiceNow Operations Administrator (remote)

Medically Home operates a decentralized care model for patients with serious, complex or high-risk illnesses in partnership with health systems to safely care for their patients at home, across the care continuum, including hospital-level care. Medically Home provides health systems with all that is needed to safely care for patients, including the clinical protocols, reimbursement model, platform technology, and fulfillment of all the clinical services required in the home through partners. Clinicians and patients broadly prefer this model over traditional care; both clinical and financial outcomes are improved as compared to traditional care.

Job Summary:

The ServiceNow Operational Administrator is responsible for the overall design, implementation, and continuous support of the ServiceNow platform for Medically Home. You will have two major responsibilities. 1) Design and implementation, ranging from fundamental tables and workflows, to user records and access roles, to low-code development and system configuration. 2) System administration, including user administration and troubleshooting/support. As a member of the ServiceNow Team, you will partner with internal and external stakeholders to serve as the technical point of contact for questions related to data integrity, data workflows, system configuration, administrative system requests, issue resolution, reporting, and data analysis and processing. You will be responsible for integrating ServiceNow with external applications to drive operational automation and efficiency. The projects you will handle are large-scale and involve clinical providers (such as hospitals, doctors and nurses, medical imaging, and medical services), device manufacturers (such as laboratory and telemetry), health IT (such as electronic medical records), and logistics. You will work with experts in clinical delivery, logistics, and software engineering to develop and implement technology capabilities which meaningfully improve the health of large patient populations.

Reports To: ServiceNow Lead

Location: Boston, MA, or remote (driving distance to Boston preferred)

Travel: Occasional

Key Duties and Responsibilities:

• Serve as the primary point of contact for support, administration, and maintenance of the ServiceNow platform and associated applications.

• Configure and enhance core application, including, but not limited to, Service Catalog, Service Portal, Incidents, Knowledge Base, Management, Project & Portfolio, and Reporting.

• Implement and iterate on ServiceNow tables, flow diagrams, and low code, in partnership with Product team and other stakeholders.

• Build, test, and modify ServiceNow patterns as needed.

• Brainstorm and validate solutions to the novel challenges surrounding in-home patient care.

• Build ServiceNow reporting tools and error logs; troubleshoot and resolve related issues.

• Execute the implementation, configuration, and maintenance of interfaces/integrations with third parties to carry clinical, logistic, and asset data.

• Manage the migration of code between ServiceNow instances and deployments to production for scheduled go-lives.

Requirements and Qualifications:

• Bachelor's degree in information technology, computer science, business administration or related field, or equivalent experience.

• Minimum of 3 years of demonstrated experience successfully leveraging ServiceNow.

• One or more professional ServiceNow certifications.

• Policy/processes documentation experience in ServiceNow.

• Ability to pull together and synthesize multiple strands in large-scale projects.

• Solid communication skills and the ability to clearly articulate complex ideas, plans and business cases.

• Ineluctable ethics, impeccable attention to detail, and unswerving commitments to improving the lives of patients and to making the world a better place.

Preferred Qualifications:

• Experience with Jira, Aha, or similar development platforms.

• Familiarity with ServiceNow Security Operations (SecOps).

• Familiarity with ServiceNow Healthcare Life Sciences (HCLS) and/or Field Service Management (FSM).

• Integration experience (e.g., RESTful APIs).

Consistent with Medically Home’s values of serving our patients, customers, and team members, Medically Home has implemented a vaccine policy consistent with those commitments. Therefore, all MH team members are required to be vaccinated against COVID-19, have their 1st booster against COVID-19 as well as seasonal influenza.

At Medically Home, we are committed to creating a diverse and inclusive environment. If you are excited about this role or about our company’s mission but you aren’t sure if your past experience ticks all the boxes in this job description - apply anyway. You might just be the right candidate for this or other opportunities in our organization.

Medically Home is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment. Medically Home does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable federal and/or state law.