Engineer III, ServiceNow

Concentra is recognized as the nation’s leading occupational health care company.

With more than 40 years of experience, Concentra is dedicated to our mission to improve the health of America’s 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 III, ServiceNow (Lead) is a key role responsible for leading 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 III, ServiceNow (Lead) is key in bridging 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 platform's roadmap and strategic direction.

• Work with business users to understand needs and evaluate new, unused, or not fully leverage features and present those features to key stakeholders for consideration in an upcoming release or inclusion in the roadmap.
• Lead the 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 ServiceNow's offerings, data reuse, and configurations.
• Identify 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.
• Facilitate workshops, interviews, and meetings to gather insights.
• 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.
• Create process documentation, SOPs, and training materials.
• Conduct user training sessions to enhance adoption.
• Maintain documentation on system changes and configurations.
• Create custom applications as need using the various ServiceNow API’s.
• Create automation of workflows and processes to minimize user error.
• Create 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: Bachelor’s Degree ; Major: Computer Science, Computer Engineering
• 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 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