Sr ServiceNow Engineer

Company Description

The University of Maryland Medical System (UMMS) is an academic private health system, focused on delivering compassionate, high quality care and putting discovery and innovation into practice at the bedside. Partnering with the University of Maryland School of Medicine, University of Maryland School of Nursing and University of Maryland, Baltimore who educate the state’s future health care professionals, UMMS is an integrated network of care, delivering 25 percent of all hospital care in urban, suburban and rural communities across the state of Maryland. UMMS puts academic medicine within reach through primary and specialty care delivered at 11 hospitals, including the flagship University of Maryland Medical Center, the System’s anchor institution in downtown Baltimore, as well as through a network of University of Maryland Urgent Care centers and more than 150 other locations in 13 counties. For more information, visit www.umms.org.

Job Description

General Summary

The Senior ServiceNow Engineer is responsible for the design, development, configuration, and maintenance of solutions within the ServiceNow platform to support UMMS’s enterprise service management needs. This role provides advanced technical expertise, platform administration, and application development following the industry’s best practices and UMMS standards.

The Senior ServiceNow Engineer collaborates with IT, Security, and Healthcare teams to implement and enhance ServiceNow modules, including but not limited to IT Service Management (ITSM), IT Operations Management (ITOM), Strategic Portfolio Management (SPM), HR Service Delivery (HRSD), and Security Operations (SecOps).

This role plays a key part in driving platform architecture, integrating ServiceNow with external systems, and ensuring compliance with governance and security requirements. The Senior ServiceNow Engineer applies Agile development methodologies, conducts requirements analysis, develops custom applications, and leads platform upgrades and maintenance activities, supporting the full software development lifecycle in a dynamic, fast-paced environment.

II. Principal Responsibilities and Tasks

The following statements describe the general nature and level of work performed by individuals in this classification. This is not an exhaustive list of all duties associated with the position.

1. Collaborate with business and IT stakeholders to analyze, design, and implement ServiceNow solutions that align with organizational service management strategies and business goals.

2. Lead development, configuration, and maintenance of core ServiceNow modules, including:

a. IT Service Management (ITSM)

b. HR Service Delivery (HRSD)

c. IT Operations Management (ITOM)

d. Configuration Management Database (CMDB)

e. Discovery

3. Develop and implement solutions using both ServiceNow’s configuration capabilities and custom JavaScript, including Business Rules, Script Includes, Client Scripts, UI Actions, and Integration Scripts.

4. Manage platform components such as Forms, Tables, Views, Workflows, Notifications, Groups, Roles, Access Controls (ACLs), and system integrations via REST/SOAP APIs and MID Servers.

5. Plan, coordinate, and execute ServiceNow platform upgrades and patching activities, including:

a. Reviewing release notes and assessing new features

b. Conducting impact analysis on existing customizations and integrations

c. Leading regression testing and user acceptance testing (UAT)

d. Performing post-upgrade validation and troubleshooting

6. Perform advanced troubleshooting and root cause analysis for platform, module, and integration issues, creating sustainable solutions and automation as needed.

7. Facilitate and lead stakeholder meetings, discovery workshops, and process review sessions to gather business requirements, analyze gaps, and translate needs into functional ServiceNow solutions.

8. Provide platform demonstrations and solution walk-throughs to stakeholders, leadership, and end users, ensuring alignment with business objectives and fostering adoption.

9. Work within Agile/Scrum development frameworks, including participating in sprint planning, backlog grooming, stand-ups, retrospectives, and delivering work items according to sprint commitments.

10. Mentor, guide, and support junior ServiceNow developers and platform administrators by sharing knowledge, enforcing coding standards, and promoting platform best practices.

11. Create and maintain technical documentation including design documents, solution specifications, user guides, and administrative procedures to support operational transparency and knowledge transfer.

12. Design, configure, and maintain dashboards, reports, and analytics to monitor platform health, service delivery metrics, and business KPIs.

13. Ensure platform governance, security, and compliance by implementing and maintaining role-based access controls (RBAC), audit mechanisms, and alignment with organizational standards and regulatory requirements.

14. Support platform strategy, governance, and roadmap planning, collaborating with leadership and architecture teams to align ServiceNow capabilities with long-term business and IT strategies.

Qualifications

Education and Experience

· High School Diploma or equivalent required; bachelor’s degree in computer science, Information Technology, or a related field preferred.

· Minimum of 3 years’ experience as a ServiceNow Administrator and/or Developer within a large-scale enterprise environment.

· At least 5 years of experience in IT Service Management (ITSM) processes, design, and administration—this may include the ServiceNow Administrator/Developer experience.

· Minimum of 3 years’ hands-on experience working with RESTful and SOAP web services for integrations.

· Proficient in HTML, JavaScript, and ServiceNow-specific scripting with a minimum of 3 years of practical experience.

· Strong knowledge and experience (3+ years) with key technologies relevant to ServiceNow integrations, including ServiceNow APIs, Single Sign-On (SSO), SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, and FTPS.

· Must possess the ServiceNow Certified Application Developer (CAD) certification

IV. Preferred Qualifications

· Bachelor’s degree in information systems, Business Administration, Computer Science, or a related field.

· ITIL Foundation certification, demonstrating knowledge of IT service management best practices.

· Agile methodology training or certification, with practical experience in Agile frameworks such as Scrum or Kanban.

· ServiceNow Certified Implementation Specialist (CIS) certification.

· Experience with Hardware and Software Asset Management (HAM/ SAM) within the ServiceNow platform.

· Experience working with Strategic Portfolio Management (SPM) modules and processes

V. Knowledge, Skills and Abilities

1. Proven expertise in configuring, maintaining, and optimizing the overall ServiceNow platform, including system health monitoring, performance tuning, and platform governance.

2. Deep knowledge of ServiceNow’s architecture, core components, and wide-ranging modules spanning ITSM, ITOM, SecOps, HRSD, SPM, and Asset Management.

3. Comprehensive understanding of IT Service Management (ITSM) processes and best practices, as well as experience applying these across multiple ServiceNow modules.

4. Strong ability to design and develop platform components such as tables, views, dashboards, and user interfaces that enhance user experience and operational efficiency.

5. Advanced skills in developing complex workflows, automations, and integrations using JavaScript, Flow Designer, Integration Hub, and other ServiceNow development tools.

6. Proficient in defining, configuring, and managing Service Level Agreements (SLAs) and operational metrics across the platform.

7. Experienced in creating and maintaining service catalog items, record producers, and request fulfillment workflows that span multiple departments and services.

8. Skilled in designing, building, and integrating reports and dashboards to provide enterprise-wide visibility and actionable insights.

9. Excellent analytical and problem-solving abilities to assess diverse business needs and deliver scalable, maintainable platform solutions.

10. Strong experience managing users, roles, and access controls to ensure secure, compliant, and cost-effective platform usage.

11. Exceptional communication skills, with the ability to engage with stakeholders at all levels—including IT, business units, and healthcare professionals—to gather requirements, deliver demonstrations, and produce documentation, test plans, and training materials that support successful adoption.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Compensation:

Pay Range:

Other Compensation (if applicable):

Review the 2025-2026 UMMS Benefits Guide