Summary:
The ServiceNow Developer at Rogers Behavioral Health serves as both technical architect and hands‑on builder of the Now Platform, orchestrating secure, high‑value digital workflows across IT Service Management, IT Operations Management, Strategic Portfolio Management, and modern AI‑driven capabilities. This role partners with business stakeholders, employees, and vendors to translate organizational objectives into scalable applications, reliable integrations, and intuitive user experiences, all while upholding HIPAA, security, and performance standard

Job Duties & Responsibilities:

Platform Monitoring & Support

Serve as the primary technical point of contact for the ServiceNow platform, providing Tier‑3 support and collaborating with Tier 1/2 teams for escalation.
Monitor appropriate ITSM queues for incidents, requests, and demands; reprioritize tickets and ensure timely, first‑touch resolution.
Track platform performance metrics, troubleshoot defects, and communicate remediation plans to stakeholders.

Solution Design & Delivery

Gather and translate requirements into technical specifications; build data models, forms, flows, and UX components using App Engine Studio, Flow Designer, and UI Builder.
Configure and extend ITSM Professional, ITOM Discovery / Service Mapping, and SPM modules to deliver secure, high‑value workflows.
Implement Impact Base dashboards and other analytics to quantify platform ROI and guide adoption.
Craft intuitive experiences with Next Experience UI and Workspace Builder; create custom components and templates for agents and stakeholders.

Integration, Automation & Governance

Design and maintain integrations and automation via Integration Hub Starter, MID Servers, REST/SOAP APIs, Azure DevOps, and GitHub Actions.
Configure AI Search Starter, Predictive Intelligence, and Gen AI for Virtual Agent to increase automation and self‑service adoption.
Develop automated test suites with the Automated Test Framework (ATF) and manage CI/CD pipelines to ensure regression‑free releases across DEV, TEST, and PROD.
Enforce secure coding standards, ACLs, and data‑privacy controls; oversee patching, cloning, and upgrades in compliance with HIPAA, NIST, and HITRUST.
Produce solution diagrams, runbooks, and knowledge articles; mentor junior developers and present feature adoption roadmaps.

Promote department goals as well as the mission of Rogers Behavioral Health

Communicate goals to fellow staff members.
Demonstrate measurable goal achievement.
Maintain department policies and procedures.
Include requirements and guidelines from external agencies (i.e., Joint Commission, State of Wisconsin).
Educate new staff regarding regulations or requirements of those functions that relate to their areas or departments, as directed.
Demonstrate acceptance and training of student interns in the department, as directed.

Conduct self in a professional manner.

Demonstrate organizational skills that promote timely response to all inquiries and to task completion.
Communicate with all individuals in a positive and professional manner.
Attempt to resolve individual issues with peers in a positive, calm manner, with a focus on solution.
Comply with the hospital’s policies and procedures, including human resources, infection control, and employee health policies and programs.
Project a professional image by wearing appropriate, professional attire.

Additional Job Description:

Physical/Mental Demands:

Position requires walking, sitting and standing. Lifting is moderate; must be capable of lifting a minimum of forty (40) pounds. Reaching, handling, grasping and manual dexterity are necessary to operate various equipment.
Verbal and hearing ability are required to interact with staff, consultants, patients and family members of patients. Numerical ability is required to maintain records and operate a computer.
Tact is required to interact effectively with employees and professional staff. Logical thinking and discretion are required to make decisions in initiating and implementing policies and procedures and standards.
Must be able to read and communicate through written, verbal and auditory skills and abilities.
Must be physically/mentally able to perform job duties as verified by a physical exam by a licensed physician, per post-employment physical.

Education/Training Requirements:

Bachelor’s degree in computer science, information systems, business administration or related field required.
5+ years of hands‑on ServiceNow development with primary ownership of ITSM Professional and ITOM Discovery in a multi‑instance architecture; healthcare experience preferred.
ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD) required.
Certified Implementation Specialist (CIS) in both ITSM and ITOM–Discovery preferred.
At least one of the following preferred: CIS‑Project Portfolio Management (PPM/SPM), CIS‑Service Mapping, Certified Application Portfolio Management (APM), Certified IntegrationHub and Automation specialist, Micro‑Certifications in AI Search, Predictive Intelligence, and Impact.
Demonstrated expertise with SPM, Impact Base, Integration Hub, and AI Search/Tools configuration and adoption.
Strong proficiency with UI Builder/Workspace Builder, Flow Designer, App Engine Studio, ATF, Git‑based source control, and CI/CD pipelines (GitHub Actions or Azure DevOps).
Proficiency with JavaScript/TypeScript, HTML5, and CSS/SCSS; familiarity with modern front‑end frameworks and Now Components.
ITIL 4 Foundation or ITIL 4 Managing Professional certification preferred.
Exceptional analytical, communication, customer service, and stakeholder‑management skills; proven ability to deliver secure, performant solutions.

With a career at Rogers, you can look forward to a Total Rewards package of benefits, including:

Health, dental, and vision insurance coverage for you and your family
401(k) retirement plan
Employee share program
Life/disability insurance
Flex spending accounts
Tuition reimbursement
Health and wellness program
Employee assistance program (EAP)

Through UnitedHealthcare, UMR and HealthSCOPE Benefits creates and publishes the Machine-Readable Files on behalf of Rogers Behavioral Health. To link to the Machine-Readable Files, please visit Transparency in Coverage (uhc.com)