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Technical Architect

CareWorks Technologies
Columbus, Ohio, United States
December 05, 2018


After implementing ServiceNow through our own enterprise, we’ve seen first-hand the positive impact this service management platform has on our organization. As a result, we became a ServiceNow partner, and leveraged our years of in-depth experience to provide best-in-class products and services to our clients. As a partner, we can help harness the power of ServiceNow by providing management and automation of services across departments in your organization, creating a single system of record for IT, automating manual tasks, standardizing processes, consolidating legacy systems, and so much more.

Career Opportunity: This job family is responsible for designing, supporting, developing, configuring, testing, implementing, and maintaining the ServiceNow environment. The technical resource will work closely with business and IS teams to gather input to support ongoing business needs for ServiceNow configuration, development, implementation and support. This includes deploying new releases and/or enhancements; performing systems testing; maintaining and supporting the operational functions; monitoring usage and performing daily administrative tasks.

Responsibilities include:

Serves as primary point of contact for ad hoc support of the client’s ServiceNow applications, including maintenance and enhancement activities.

Provides assistance to the functional teams, builds requested items and tasks using workflows to manage and improve processes.

Collaborates with the client and internal teams to gather and document user and process requirements, functional requirements, and develops technical requirements.

Designs and documents technical design to meet client requirements.

Delivers end-to-end automated solutions which include implementation of the ServiceNow platform, core system and its additional applications.

Designs and develops 3rd party integrations with ServiceNow, using approaches common to ServiceNow such as web services and or direct database access integrations

Works directly with end users to resolve support issues within ServiceNow.

Defines and configures Service Level Agreements (SLAs).

Monitors health, usage and overall compliance of ServiceNow and its applications.

Acting as a best practice agent in monitoring and reporting on the health, performance, and compliance of the core ServiceNow platform as well as custom solutions.

Creates and configures Business Rules, UI Policies, UI Actions, Client Scripts and ACLs including advanced scripting of each.

Creates and configures Notifications, UI pages, UI Macros, Script Includes, Formatters, etc. in ServiceNow.

Coordinates and facilitates application and platform upgrades.

Creates ServiceNow reports and dashboards.

Conducts research and adept in emerging technologies, products, services, and standards through research and education sessions/conferences and independent literature review.

Provides high visibility into status of technical work commitments

Manages technical expectations of assigned work with both internal and external teams.

Performs related duties as required.

Education: Bachelor’s Degree in Information Services, Computer Science, or related program required.

Certifications: ServiceNow System Administrator Certification, ServiceNow Advanced Scripting Certification, ServiceNow Implementation Specialist Certification, and/or ITIL V3 Foundation Certification, ServiceNow Developer

Experience: Minimum of five (5) years’ experience in Information Services environment and minimum of two (2) years’ experience with ServiceNow administration in an enterprise environment.


Deep understanding of ServiceNow functionality and how ITIL processes can be automated in ServiceNow to include, but not limited to Incident Management, Change Management, Problem Management, Asset Management, CMDB Management, Service Catalog, Problem Management, Knowledge Base, and Service Portal modules.

Ability to design and build applications that meet business goals and objectives.

Proven experience implementing and customizing a web architected, n-tiered enterprise application.

Development experience with Service Oriented architecture and web services integration (SOAP, WSDL, REST).

Deep knowledge of JavaScript, XML, HTML, LDAP, MS Active Directory, and ADFS.

Integration (interfacing) of enterprise software systems.

Experience creating ServiceNow update sets, promoting and testing through multiple instances and into production.

Excellent interpersonal skills; ability to communicate clearly, knowledgeably, and personably, orally and in writing.

Ability to comprehensively analyze problems and apply critical thinking to derive a resolution considering requirements and constraints.

Strong collaboration and team-building skills.

Experience in customer service; skilled and committed to meeting expectations of internal and external customers.

Ability to acquire new skills quickly and learn on the job.

Strong desire to innovate, ability to multitask and possesses a commitment to excellence and Continuous Service Improvement (CSI)

The CareWorks Family of Companies is committed to providing career opportunity and growth to all Associates without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or disability.

CareWorks Tech Strategically-Led Technology Solutions

5555 Glendon, CT

Dublin, OH 43016


Thank you for considering CareWorks Tech for your next career opportunity. CareWorks Tech is not your typical technology company. We are part of the CareWork’s family of companies which is one of Ohio’s largest managed care organizations, serving over 115,000 employers and owned by York Risk Services Group. We have 4 guiding principles: (1) Customer Commitment (2) Attitude of Service (3) Respect for the Individual and Team and (4) Exceeding Expectations. We invest in your training, professional development, benefits (medical, 401k, paid holidays/vacation, etc.) and personally focus on your career success. We have operations in 85 locations worldwide and employ 5,000+ people.