The Technology Innovation Center (TIC) is uniquely positioned within Johns Hopkins to help design, build, and deploy novel enterprise, departmental, and clinical applications that strive to improve workflow, outcomes, and patient care. Our team frequently works with data from multiple sources including our Enterprise EMR (Epic), researcher curated data, and other IT systems. The applications we design, build, and support are critical to our healthcare operations and require high-availability, 24/7 monitoring, and on-call support.
Additionally, the Technology Innovation Center provides direct technical support to several Enterprise application systems, including the Information Technology Service Management System (ITSM) tool, a heavily customized implementation of the ServiceNow platform. The system provides user access for over 100,000 users across the enterprise. We manage approximately 900 fulfiller licenses. There are at least 1 million interactions within the system annually, with approximately 5,000 notifications sent weekly.
Since our implementation of ServiceNow is a cloud-based service, a majority of the infrastructure is managed by the business partner. However, there are integrations with our Active Directory, SAP, HL7 providers, plug-ins and other technologies to perform functions associated with the automation of IT processes. The system is utilized across the entire Johns Hopkins Enterprise for the ordering of services and software, incident reporting (Help Desk), intake of various processes, e.g. Contracts. It is used extensively by the IT@JH staff for incident management, problem resolution, change control, financial processes. The system is the repository for all IT services, information and service delivery. It sends out notifications regarding every application and workflow. It is complex in its integration with other IT infrastructure. It is a critical application for the delivery of service and support and notification as well as the main communications and management tool regarding problem resolution.
The responsibilities of the TIC Sr. Software Engineer (ServiceNow) include design, implementation, testing, documentation, and support of ServiceNow product and project features.
This includes but is not limited to the installation, modification, and testing of new and/or upgraded applications (packages or home grown), operating systems, file structures, hardware, communication devices, and productivity tools. Apply analysis techniques and procedures to gather and then translate business requirements into functional/technical specifications and designs. Using functional specifications and designs, produce all or part of the deliverables. Maintain databases and application system code.
This position is responsible for being a Subject Matter Expert on ServiceNow development as well as working on a team of programmer/developers to design, develop and implement customized ServiceNow applications.
This position interacts with the program manager and business analysts regarding workflow and automation of services. They work directly with end user business owners. The position is responsible for the entire ServiceNow platform which consists of many service modules sued for the automation of IT services, Project management applications, Asset, Contract, Resource management as well as incorporating other applications into the platform such as interfaces to SAP, SL7 etc. This position serves as the lead in collaboration with the Program manager to direct resources for development, testing and production as well as ongoing management and maintenance of the solution. This position requires minimal supervision, although is responsible for weekly and monthly updates to leadership regarding productivity, roadblocks and successes.
Some on-call service is required during system downtime, upgrades and service interruptions.
Bachelor’s degree required.
Additional experience may be substituted for education.
Six years of related work experience with computer systems and applications.
Additional education may substitute for experience.
Equivalency Formula: 30 undergraduate degree credits or 18 graduate degree credits = 1 year of experience. For jobs where equivalency is permitted, up to two years of non-related college coursework may be applied towards the total minimum education/experience required for the respective job.
Preferred Job Qualifications: Knowledge in the assigned application as well as the platform on which it runs.
Knowledge, Skills, & Abilities (KSA’s):
Must possess all requisite knowledge, skills, and abilities as posted in the supplemental section.
Must demonstrate strong critical thinking and analytical reasoning skills.
Ability to work on multiple priorities effectively.
Ability to prioritize conflicting demands.
Ability to execute assigned project tasks within established schedule.
Ability to work collaboratively in a team environment.
Ability to communicate effectively in the service of users and colleagues.
Writes and communicates clearly and concisely.
Possesses sound documentation skills.
Ability to maintain confidentiality.
Must demonstrate exemplary customer service skills.
The successful candidate(s) for this position will be subject to a pre-employment background check.
If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at email@example.com. For TTY users, call via Maryland Relay or dial 711.
The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.
During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.
The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.
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Johns Hopkins University remains committed to its founding principle, that education for all students should be grounded in exploration and discovery. Hopkins students are challenged not just to learn but also to advance learning itself. Critical thinking, problem solving, creativity, and entrepreneurship are all encouraged and nourished in this unique educational environment. After more than 130 years, Johns Hopkins remains a world leader in both teaching and research. Faculty members and their research colleagues at the university's Applied Physics Laboratory have each year since 1979 won Johns Hopkins more federal research and development funding than any other university. The university has nine academic divisions and campuses throughout the Baltimore-Washington area. The Krieger School of Arts and Sciences, the Whiting School of Engineering, the School of Education and the Carey Business School are based at the Homewood campus in northern Baltimore. The schools of Medicine, Public Health, and Nursing share a campus in east Baltimore with The Johns Hopkins Hospital. The Peabody Institute, a leading professional school of music, is located on Mount Vernon Place in downtown Bal...timore. The Paul H. Nitze School of Advanced International Studies is located in Washington's Dupont Circle area.