Engineer II, ServiceNow

Concentra is recognized as the nations leading occupational health care company.

With more than 40 years of experience Concentra is dedicated to our mission to improve the health of Americas workforce one patient at a time. With a wide range of services and proactive approaches to care Concentra colleagues provide exceptional service to employers and exceptional care to their employees.

The Engineer II ServiceNow is responsible for the design development implementation administration and maintenance of solutions on the ServiceNow platform. This role blends technical expertise with analytical skills to translate business requirements into effective ServiceNow solutions and provide technical leadership to the development team. The Engineer II ServiceNow bridges the gaps between IT business needs and the ServiceNow platform. They negotiate with stakeholders at all levels from team members to executives across all departments to gather requirements analyze processes and ensure the successful implementation of HR and Workplace Service Delivery solutions through ServiceNow. The individual will ensure alignment with ITIL best practices organizational standards and contribute to the platforms roadmap and strategic direction.

• Work with business users to understand needs and evaluate new unused or not fully leveraged features and present those features to key stakeholders for consideration in an upcoming release or inclusion in the roadmap.
• Design development administration and implementation of ServiceNow solutions ensuring quality and consistency.
• Provide technical guidance and mentorship to other developers on the ServiceNow platform.
• Conduct code reviews enforce coding standards and contribute to continuous improvement initiatives
• Support ServiceNow platform administration tasks such as monitoring upgrades and access management.
• Document business requirements user stories and acceptance criteria.
• Translate business needs into functional and technical requirements for ServiceNow.
• Analyze existing workflows associate them with proper product/portfolio suites and recommend process improvements.
• Advise on innovative approaches to process automation in the operational activities these suites are designed to improve.
• Identify opportunities to obtain business value from ServiceNows offerings data reuse and configurations.
• Proactive in identifying opportunities for automation and efficiency gains.
• Align ServiceNow capabilities with ITIL and industry best practices
• Stay updated with the latest ServiceNow features functionalities and trends and provide recommendations for improvement and innovation.
• Act as a liaison between business teams developers infrastructure and security.
• Collaborate and comply with governance and steering committees.
• Work with other technology administrators when needed.
• Create and improve efficiencies by bridging data between ServiceNow Jira and Confluence
• Work with developers to implement changes.
• Support system testing QA testing user acceptance testing (UAT) and deployment.
• Define reporting needs and build dashboards for business insights
• Monitor HR and Workplace Service Delivery application usage and recommend enhancements based on feedback.
• Use ServiceNow Performance Analytics to track key metrics.
• Monitor ServiceNow production health and provide dynamic notifications when needed.
• Ensure data accuracy and compliance with business reporting standards.
• Assist in the creation process documentation SOPs and training materials.
• Conduct user training sessions to enhance adoption as needed.
• Maintain documentation on system changes and configurations.
• Create custom applications as need using the various ServiceNow APIs.
• Build automation of workflows and processes to minimize user error.
• Produce automation of data audits with dynamic notifications and corrections based on data dependency rules
• Use alternate and appropriate communication medium to notify appropriate stakeholders for specific events.

• Education Level: Bachelors Degree ; Major: Computer Science Computer Engineering
• Experience in lieu of required education is acceptable
• Certification(s) in Business Analysis preferred.
• Certified ServiceNow System Administrator (CSA) Certified ServiceNow Implementation Specialist or Certified ServiceNow Application Developer (CAD) preferred.
• Experience in lieu of required education is acceptable
• 5 years of relevant experience
• Strong knowledge of ServiceNow modules such as ITSM ITOM ITBM etc
• Experience in business process analysis and workflow automation.
• Ability to create user stories process flows and functional specifications.
• Familiarity with Agile/Scrum methodologies.
• Strong analytical critical thinking and problem-solving abilities.

Job-Related Skills/Competencies

• Superior teamwork skills
• Strong interpersonal and communication skills; the ability to read write and speak in a professional manner
• Excellent analytical and problem-solving skills
• Possess a personal sense of urgency
• Ability to effectively multi-task and adapt to changing business priorities
• Superb time management and organizational skills
• Intensive attention to detail
• Strong SQL development and performance tuning skills
• Experience with at least one of JavaScript Java or C#
• Highly organized
• Superior communication skills to be able to effectively speak and write in a clear and professional manner
• Skilled at listening and providing feedback

Employee Benefits

• 401(k) Retirement Plan with Employer Match
• Medical Vision Prescription Telehealth & Dental Plans
• Life & Disability Insurance
• Paid Time Off
• Colleague Referral Bonus Program
• Tuition Reimbursement
• Commuter Benefits
• Dependent Care Spending Account
• Employee Discounts

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodation if required.

*This job requires access to confidential and sensitive information requiring ongoing discretion and secure information management*

Concentra is an Equal Opportunity Employerincluding disability/veterans