Principal Service Engineer

Providence, one of the U.S.’s largest not‑for‑profit healthcare systems, is committed to high quality, compassionate healthcare for all. Driven by the belief that health is a human right and the vision, ‘Health for a better world’, Providence and its 121,000 caregivers strive to provide everyone access to affordable quality care and services.

Providence has a network of 51 hospitals, 1,000+ care clinics, senior services, supportive housing, and other health and educational services in the US.

Providence India is bringing to fruition the transformational shift of the healthcare ecosystem to Health 2.0. The India center will have focused efforts around healthcare technology and innovation, and play a vital role in driving digital transformation of health systems for improved patient outcomes and experiences, caregiver efficiency, and running the business of Providence at scale.

• Competitive Pay
• Supportive Reporting Relation

We are seeking a highly skilled Senior Service Now Developer with specialized experience in IT Operations Management (ITOM), Common Service Data Model (CSDM), and Enterprise Architecture. This role involves designing, developing, and implementing scalable Service Now solutions that enhance IT visibility, automate operations, and align with enterprise standards. The ideal candidate will have 8–12+ years of Service Now experience, with a strong focus on CMDB optimization, service mapping, and architectural modeling to drive business value and operational efficiency.

• Design, develop, and customize Service Now applications, focusing on ITOM modules including Discovery, Service Mapping, Event Management, Cloud Management, and Orchestration.
• Implement and maintain CSDM‑compliant CMDB structures, ensuring accurate modeling of business services, application services, technical services, and relationships for improved data integrity and reporting.
• Contribute to Enterprise Architecture initiatives by integrating Service Now with architecture tools, modeling application portfolios, technology standards, capability maps, and supporting portfolio rationalization and roadmap planning.
• Develop custom scripts (JavaScript, Glide API), business rules, client scripts, UI policies, workflows, and script includes to automate ITSM/ITOM processes and integrations.
• Configure and optimize Discovery patterns, Service Mapping, and CMDB population for hybrid/cloud environments, achieving enhanced infrastructure visibility and reduced MTTR.
• Perform platform integrations using REST/SOAP APIs, Integration Hub, MID Servers, and third‑party tools.
• Lead platform upgrades, performance tuning, and best practice adherence during implementations.
• Mentor junior developers, conduct code reviews, and collaborate with architects, analysts, and stakeholders on solution design.
• Analyze requirements, create technical documentation, and ensure solutions align with ITIL frameworks and business objectives.

• 10+ years in IT development, with 7+ years hands‑on Service Now development and implementation.
• Proven expertise in ITOM (Discovery, Service Mapping, Event Management, Orchestration).
• Strong experience with CSDM implementation and CMDB governance for accurate service modeling.
• Background in Enterprise Architecture practices, including application portfolio management and integration with Service Now.
• Proficiency in Service Now scripting (JavaScript, Glide Record, etc.), Flow Designer, and modules like ITSM, ITOM, and CMDB.
• Experience with Agile methodologies, platform upgrades (e.g., Vancouver to Washington DC or later), and tools like JIRA.
• Excellent problem‑solving, communication, and collaboration skills.

• Service Now Certified Application Developer (CAD).
• Service Now Certified Implementation Specialist – ITOM (CIS‑ITOM) or Discovery.
• Service Now Certified Implementation Specialist – CMDB/CSDM.
• ITIL Foundation.
• Relevant architecture certifications.

This role offers the opportunity to work on transformative projects in a dynamic environment, leveraging cutting‑edge Service Now capabilities to optimize IT operations and support enterprise‑wide digital…