ServiceNow) Engineer

Service Now Engineer

The Service Now Engineer is responsible for the configuration, administration, optimization, and support of enterprise Commercial Off-the-Shelf (COTS) and Software-as-a-Service (SaaS) applications that power Chen Med’s clinical and business operations. The incumbent works across one or more enterprise COTS/SaaS platforms—such as Salesforce, Service Now, or Workday—to deliver scalable, reliable, and user-centered application solutions while impacting technical strategy, solution design, and operational excellence aligned with business needs.

• Configure, administer, and maintain assigned enterprise COTS/SaaS platforms to support organizational workflows and business processes.
• Partner with business stakeholders to gather, analyze, and translate functional requirements into scalable, maintainable, and supportable technical solutions aligned with enterprise architecture standards and platform best practices.
• Lead solution discovery, technical design, and implementation strategy efforts by identifying business needs, risks, and dependencies while serving as a trusted technical advisor to business and IT stakeholders.
• Support system integrations between enterprise applications using APIs, middleware, and data transformation tools.
• Conduct application testing, validation, and quality assurance activities for new configurations, enhancements, and system upgrades.
• Lead and support release management activities, coordinating platform updates, patches, and version upgrades with minimal disruption to operations.
• Monitor application performance, identify bottlenecks, and implement solutions to ensure system reliability and availability.
• Provide technical leadership, mentorship, and oversight to less experienced engineers by removing blockers, identifying risks, promoting engineering best practices, and fostering a culture of accountability, collaboration, and continuous improvement.
• Drive technical standards, governance, and process improvements to enhance solution scalability, security, and maintainability.
• Identify opportunities to improve platform adoption, automation, operational efficiency, and engineering processes across the organization.
• Create and maintain technical documentation including configuration guides, process flows, and user-facing knowledge articles.
• Communicate technical concepts, solution approaches, risks, and recommendations to all levels of the organization effectively while facilitating alignment across business, operational, and IT stakeholders.
• Provide Tier 2/3 support for application-related incidents and service requests, performing root cause analysis and implementing corrective actions.
• Collaborate with vendors and platform representatives to manage support cases, license utilization, and feature adoption.
• Support data governance activities including data integrity validation, field mapping, and access control management within COTS platforms.
• Follow IT change management and security protocols in all configuration and release activities.

• Deep understanding of supported business domains and ability to translate operational needs into scalable technical solutions.
• Advanced hands‑on experience with two or more enterprise COTS/SaaS platforms (e.g., Salesforce, Service Now, or Workday).
• Strong understanding of application configuration, workflow automation, and process design within enterprise COTS/SaaS environments.
• Experience with system integrations using REST/SOAP APIs, middleware platforms, or integration tools (e.g., Mule Soft, Boomi).
• Experience leveraging AI‑assisted development, automation, analytics, or productivity tools to improve engineering efficiency and solution delivery.
• Proficiency in platform‑native…