1+ months


Harborview Medical Center
Seattle, WA 98104


Req #: 180125
Appointing Department Web Address: http://uwmits_hires.uwmedicine.org/
Job Location: Downtown Seattle,  Harborview Medical Center,  Health Sciences Center,  Northgate,  Other Location,  Sand Point,  Seattle Campus,  South Lake Union,  UW Medical Center - Montlake,  UW Medical Center - Northwest
Job Location Detail: Primary work location is at the Ninth and Jefferson Building (NJB) on the corner of 9th and Jefferson in downtown Seattle 
Posting Date: 06/23/2020 
Closing Info: Open Until Filled 
Salary: Salary is commensurate with education and experience. 
Shift: First Shift 
Notes: Clicking "Apply for this job" immediately submits your resume as a candidate for this position - even if you don't finish all of the assessments. Only click if you're ready to apply for the job right now.  

UW Medicines IT Services department is looking for an outstanding ServiceNow Developer to join the team! 

What are we looking for?
  • Patients Are First focus
  • Customer service mindset
  • Interpersonal skills and teamwork
  • Results-oriented attitude
  • Commitment
  • Adaptability and flexibility

  • What are the perks?
  • Medical insurance at reasonable rates with TEN plans to choose from!
  • Dental Insurance at no cost to you OR your dependentsAND we have three plans for you to choose from!
  • 10 paid holidays annually!
  • 1 personal holiday every year!
  • Generous amounts of vacation and sick leave that you can feel good about taking (more than 5 work weeks in your first year)!
  • TWO Retirement plans to choose from one even matches 100% of your contributions with immediate vesting!
  • Voluntary Investment program to save more towards your retirement!
  • Deferred Compensation program to save even MORE towards your retirement!
  • Flexible Spending Account!
  • Dependent Care Assistance program!
  • On-site childcare centers and other caregiving resources!
  • Life and Accidental Death and Dismemberment insurance!
  • Long Term Disability insurance!
  • Transportation Services Program that includes U-PASS options and other parking services!
  • Tuition Exemption program at the UW and other higher education institutions across the state)!
  • Housing resources and home buying options!
  • Engagement and Wellness programs!
  • Auto, home, renter, and boat group insurance!
  • Valuable membership and merchandise discounts!
  • Federal student loan forgiveness under the Public Service Loan Forgiveness (PSLF) program!

  • For all of the specific details on these benefits, eligibility and more, please click here.

    The Information Technology Service Management (ITSM) team is responsible for providing the tools, processes and data required to:
  • enable effective and efficient operational support and service delivery,
  • provide more reliable systems, and
  • improve the efficient sharing of knowledge and data across UW Medicine Information Technology Services (ITS) and its partners.

  • In collaboration with ITS and under the guidance of the ITSM Assistant Director, the ServiceNow Developer (SN Dev) will help modernize ITSM by integrating industry best practices with the delivery and support of various ServiceNow modules, including: Service Catalog, Service Portal, Change Management, Incident Management, Request Management, Problem Management, Knowledge Management, Configuration and Discovery. This work will transform ITS approach to the employee service experience by improving, automating and simplifying service delivery and operational support. The SN Dev will work with the ITSM team (accountable for operational support processes and reporting and service delivery) and various departments within and outside of ITS to develop operational support solutions within ServiceNow as well as implement automated workflows, including but not limited to, Service Catalog requests. The SN Dev will also partner with other IT teams to subsequently integrate monitoring and Event Management.
    The SN Dev will be responsible for developing, maintaining and maturing ServiceNow to meet the ITSM needs for IT and business partners across the enterprise. This position will ensure that ServiceNow and the associated functionality and processes are consistently meeting customer expectations. In addition, the SN Dev will consult with various IT and business departments and teams to ensure that the organization is achieving the maximum benefit from ServiceNow.
    The SN Dev must be able to work independently as well as within teams and manage multiple priorities in a fast-paced environment

    UW Medicine ITS is a growing, shared services department that implements, deploys and manages highly complex clinical, business, and system applications to meet and exceed key IT initiatives that support UW Medicine entities. Additional applications and systems are supported through UW Medicine research affiliations such as the Fred Hutchinsons Cancer Research Center, National Institute of Health and other grants, contracts, School of Medicine activities and clinical affiliation, and medical training programs with other institutions.  Additionally, UW Medicine operates in a complex business and technical environment consisting of multiple institutions and a highly diverse suite of applications. This position will be required to prioritize across these various organizations and systems to ensure ITSM continually provides the greatest, overall value to UW Medicine.

    The SN Dev must expertly evaluate how a 600+ person organization can be successful in building out a completely new ITSM platform that will address past deficiencies and add value. This work will include department wide changes requiring all individuals to shift behaviors in terms of people management, process, procedures and culture. Once the program is in place, the SN Dev will continuously evaluate and improve the program. The SN Dev will exercise independent judgment and a high level of technical expertise while collaborating with other teams, stakeholders, and technical and business operations teams.

    The SN Dev will:
  • Design and manage the process for gathering and prioritizing competing requests for enhancements and new functionality.
  • Develop and maintain documentation and implementation standards.
  • Set standards and create processes for design and development by third party vendors.

  • ITSM will deploy a suite of ServiceNow operational support modules in October 2020 that include: Service Catalog, Service Portal, Change Management, Incident Management, Request Management, Problem Management, Knowledge Management, Configuration and Discovery. The modules will be designed to support analogous redesigned operational support processes across UW Medicine ITS. The SN Dev will join a peer to assist with the design and configuration of the ITSM solution. Together they will be responsible for:
  • gathering and translating business requirements into technical requirements,
  • establishing guidelines and documentation for configurations made to each module,
  • developing and maintaining an intake and prioritization process,
  • performing the actual system and documentation changes, and
  • evaluating workload and continuously improving the ability of ITSM to deliver solutions more efficiently and estimate throughput more accurately.

  • Responsibilities include:

    Design and Development (60%)
  • Lead the analysis, architectural design and development for all ServiceNow platform instances.
  • Create and document guidelines (based on industry and ServiceNow best practices) to govern all design and development associated with ServiceNow platform instances.
  • Design a communication feedback mechanism that ensures ServiceNow and associated functionalities and processes are consistently meeting customer expectations.
  • Help identify, evaluate and drive adoption of processes and procedures that enhance the productivity and predictability of ITSM business.
  • Configure, customize and mature ServiceNow applications, build out the CMDB, create workflows, write JavaScript, customize the UI, and manage groups & roles.
  • Consult with relevant departments and teams to ensure that UW Medicine is achieving maximum benefit from ServiceNow.
  • Design, develop, and maintain ServiceNow workflows, groups, configurations, and documentation.
  • Develop training plans and documentation for system users and developers; update materials as needed.
  • Coordinate ongoing training sessions and create guidelines for other designers and developers.
  • Build catalog items from stakeholders requirements and create workflows to automate business processes and data.
  • Develop test cases and processes for various testing needs and business validation/ UAT using sample data.
  • Work cross-functionally to maintain and improve upon our integrations with other business applications and tools.

  • Strategy (20%)
  • Architect a ServiceNow solution that not only addresses current needs but will scale to meet future demand. 
  • Develop and communicate a maturity roadmap for ServiceNow functionality to achieve the service management and operational support needs of IT and business partners across the enterprise.
  • Design and document a strategy for integrating operational support processes with the objective of providing intuitive, easy-to-use solutions and crucial data needed for the continuous improvement of support and service delivery.
  • Drive user-centric solutions; incorporate automation and mobile design into design solutions/ roadmap, where acheivable.
  • Establish an intake and development (Agile) lifecycle that provides for the efficient management and prioritization of system changes/solutions.
  • Design and document a strategy for translating business requirements into technical requirements and developed solutions.
  • Design and document a process to assess business requirements that enables quick and accurate scope assessment to provide customers/users with time estimates for change or solution implementation.
  • Stay abreast of the latest industry best practices through ServiceNow training, customer portal library, and seminars; apply those to the UW Medicine ServiceNow methodology.
  • Facilitate interactive meetings with key stakeholders to develop business and resulting technical requirements based on IT and business needs.
  • Deliver process-oriented, technical solutions that will provide transparency and data-based decision-making.

  • Ongoing Maintenance (15%)
  • Continuously monitor all development performed on ServiceNow from UW Medicine staff as well as 3rd party vendors (i.e. CDW, ServiceNow) and guide industry best practice configuration.
  • Ensure continuous High Availability (HA) support for all ServiceNow modules, including: Service Catalog, Service Portal, Change Management, Incident Management, Request Management, Problem Management, Knowledge Management, Configuration and Discovery.
  • Perform all aspects of platform administration, design, development and implementation of solutions on the ServiceNow platform, including collecting requirements and writing, coding, and executing implementation plans.
  • Provide advanced support for ServiceNow through troubleshooting, fixing bugs and conducting root cause analysis.
  • Manage production and non-production (Dev, QA, UAT) ServiceNow instances following defined change control/release processes.
  • Generate operational reports and use data to continually improve functionality.
  • Monitor usage and overall compliance of ServiceNow and its applications.
  • Coordinate ServiceNow application and related platform upgrades.

  • Other (5%)
  • Contribute to professional development of the ITSM team and its environment through the education/training of other team members and process/communication improvement initiatives.
  • Work with ITSM Assistant Director to set professional goals for career development.           
  • Act as back-up for other team members and functions, as needed.

  • What youll bring to the table: (minimum requirements)
  • Bachelor's degree in Computer Science, Engineering, Software Development, Information Technology, or related field or equivalent combination of education/experience.

  • 4+ years experience in software development with a demonstrated progression in responsibilities, including:
  • Establishing documentation standards for requirements management, design and development.
  • Developing solutions designed to improve the delivery of services or operational support in a complex, mission-critical environment.
  • Familiarity configuring ServiceNow to efficiently and effectively support standard ITSM related processes and roles, such as: Incident Management, Change Management, Service Catalog Management, Problem Management, Configuration Management, Release Management and Continuous Service Improvement Management.
  • Experience developing/designing solutions that are intuitive for users and provide data for continuous review and improvement.
  • Experience creating detailed documentation for various stakeholders, from developers to end users to senior leadership.
  • Experience managing stakeholder relationships, guiding stakeholders to a consensus, and gaining buy-in to resolve significant process design issues.

  • The successful candidate will also possess:
  • Demonstrated proficiency in guiding others to work towards a common vision or goal.
  • Demonstrated ability mediating and facilitating communications at all levels of the organization, including the business and IT leadership level.
  • Outstanding critical thinking, meeting facilitation, communication, and personal interaction skills.
  • Values consistent with those of UW Medicine's mission to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow's physicians, scientists, and other health professionals.
  • Excellent written and oral communication with the ability to translate complex technical concepts into understandable terms, tailor communication to audience, and convey a positive and professional image in person, over the phone and in correspondence.
  • Proven customer service orientation with a history of delivering high quality products on time.
  • Strong interpersonal skills with the ability to work effectively with a diversity of personalities while forging effective partnerships.
  • Flexibility to conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities.
  • Strong organizational, multitasking, and collaboration skills in various work environments including complex, matrix environments with attention to detail. 
  • Proven ability to work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation, and excellence.
  • Internal motivation to be action oriented and results driven with ability to adapt to change.
  • Proven ability to work in an evolving work environment and collaborate across multiple teams in order to achieve a common business objective.
  • Decisiveness in resolving business problems, making decisions, and identifying priorities.
  • Must be able to learn, understand, and apply new technologies.

  • Ideally, youll also have: (desired skills and experience)
  • Previous experience in and knowledge of academic healthcare systems and/or operational environments.
  • ServiceNow development experience, including scripting, tool configuration, design work, technical configuration, testing and deployment.
  • Advanced degree (e.g., Masters, PhD, etc.).
  • Experience working with or developing the following: JavaScript (specifically ES5/RHINO), PHP, C, Java, Perl, HTML or HTML 5, AngularJS, BootStrap, CSS/SCSS, and/ or jQuery.
  • ITIL Foundations or Intermediate certifications.
  • Scrum Master certification or experience.
  • Project Management experience and/or PMP and/or equivalent certification.
  • Lean Six Sigma experience / Green Belt.
  • Experience utilizing Agile methodology.
  • Experience in development of web microservices including REST and/or SOAP.

  • What are some of the other tidbits that you might want to know?
  • This is an Information Technology deadline-driven work environment.
  • The individual in this position is expected to work normal daytime hours. The work may be performed in either an office environment or by telecommuting with manager approval, during normal business hours; however, significant off-hours and weekends may be needed to resolve problems and respond to emergencies. This individual may be expected to be available for emergencies (business continuity/disaster recovery efforts) on a 24x7 basis as needed.
  • Must have the ability to meet in person as directed by manager.
  • Because of the physically separated sites for UW Medicine, this position requires the ability to travel to alternative work locations as needed.
  • Must coordinate projects without direct supervisory authority.
  • Must work within the constraints of multiple technical environments.
  • ITS provides services to all UW Medicine organizations HMC, UWMC-Montlake, UWMC-NW, VMC, UWNC, UWP, SOM, and ALNW.  The individual in this position must learn many organizational structures and cultures and continually foster collaboration.
  • Ability to communicate clearly in English, both verbally and in writing.
  • This advertised job posting may not include the complete official job description for the role.
  • Appointment of the successful candidate to this position will be made contingent upon a satisfactory outcome of criminal background checks.
  • The application process for UW Medicine positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process (i.e. Work Authorization, Criminal Conviction History, Cover Letter and/or others).  Any assessments that you need to complete will appear on your screen as soon as you select Apply to this position.  Once you begin applying for a position, all assessments must be completed at that time.  Please note that your application shows up in our system as ready to review regardless of whether or not all assessments have been completed.  If the assigned Recruiter happens to review applications prior to all of your assessments being completed, there is a chance you could be 'Not Selected' due to an incomplete application.  For this reason, we strongly encourage all applicants to ensure there is plenty of time to complete all of the assessments prior to clicking on Apply to this position.

  • Who are we and what do we do?
    UW Medicines mission is to improve the health of the public by advancing medical knowledge, to provide outstanding primary and specialty care to the people of the region, and to prepare tomorrows physicians, scientists and other health professionals. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty.

    UW Medicines Information Technology Services (ITS) department is a shared services organization that supports all of UW Medicine.  UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake Campus (UWMC-Montlake), UW Medical Center-Northwest Campus (UWMC-NW), Valley Medical Center (VMC), UW Neighborhood Clinics (UWNC), UW Physicians (UWP), UW School of Medicine (SOM) and Airlift Northwest (ALNW).  In addition, UW Medicine shares in the ownership and governance of Childrens University Medical Group and Seattle Cancer Care Alliance (a partnership between UW Medicine, Fred Hutchinson Cancer Research and Seattle Childrens).  ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all of these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.

    Committed to attracting and retaining a diverse staff, your experiences, perspectives and unique identities will be honored at the University of Washington. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

    The University of Washington is an affirmative action and equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.  To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 / 206-543-6452 (tty) or click here to send an email.

    The University of Washington is a leader in environmental stewardship and sustainability, and committed to becoming climate neutral.
    See above.

    Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.


    Posted: 2020-06-24 Expires: 2020-09-02

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    Harborview Medical Center
    Seattle, WA 98104

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