General Position Summary: Participates in the creation, implementation, maintenance, performance, production support and documentation of various departmental and enterprise-wide application systems. 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. Applies analysis techniques and procedures to gather and then translate business requirements into functional/technical specifications and designs. Using functional specifications and designs, produces all or part of the deliverables. Maintains databases and application system code.
This position is will work on a team of other programmer/developers to design, develop and implement customized ServiceNow applications, features, enhancements, and bug fixes.
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.
Typically understands project life cycle and has responsibility for sections of life cycle. Under guidance, responsible for full life-cycle of small and/or parts of a large project. Once priorities are set, perform tasks independently with regular process updates. Examples can easily be found in existing code, methods or online. Typically concepts used are simple and standard.
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 developing features and applying fixes to 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 is responsible for helping design, build, and deploy solutions for development, testing and production as well as ongoing management and maintenance of the solution. This position is responsible for weekly and monthly updates to leadership regarding productivity, roadblocks and successes.
The responsibilities listed below are typical examples of the work performed by this position. Not all duties assigned to this position are included, nor is it expected that everyone in this position will be assigned every job responsibility.
ANALYSIS AND REQUIREMENTS GATHERING
Under guidance define business/clinical/education problems by meeting with clients to observe and understand current processes and the issues related to those processes. Provide written documentation of findings to share with the client and other IT colleagues.
Gather system requirements by meeting with clients and researching existing technology to understand the business requirements for new applications.
DESIGN AND DEVELOPMENT
Develop detailed tasks by analyzing project scope and milestones for projects in order to ensure product is delivered in a timely fashion according to software lifecycle standards.
Write functional/technical specifications by taking the provided system requirements, putting them into functional and technical descriptions for use by programmers and business analysts to develop technical solutions.
Develop/change data input, files/database structures, data transformation, algorithms, and data output by using appropriate computer language/tools to provide technical solution for application development tasks. (verify if this statement means programming)
Document code and associated processes by adhering to development methodologies, adding code comments and appropriate documentation to various knowledge-base system(s) to simplify code maintenance and to improve the support.
TESTING AND DOCUMENTATION
Create and document test scenarios using the appropriate testing tools to validate and verify application functionality.
Test all changes by using the appropriate test scenarios to ensure all delivered solutions work as expected and errors are handling in a meaningful way.
Author and maintain documentation by writing audience-appropriate materials to serve as technical and/or end-user references.
IMPLEMENTATION AND MAINTENANCE
Implement changes by adhering to the change management policies and procedures for any given project to communicate to all parties the nature, significance, and risk factors of the solution.
Monitor changes and resolve problems by responding to problems as they occur, by reviewing all processing and output of the newly implemented solution, and by proactively ensuring the solution works successfully in order to satisfy the customer requirements and to provide a smooth transition to the new solution.
Provide support by triaging and resolving issues to ensure prompt, effective service.
Bachelor’s degree required.
Additional experience may be substituted for education.
One year 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 demonstrate 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 speaks clearly and concisely.
Possesses sound documentation skills.
Ability to maintain confidentiality.
Must demonstrate exemplary customer service skills.
Classified Title: Programmer Analyst Working Title: TIC Programmer Analyst – ServiceNow Role/Level/Range: ATP/03/PC Starting Salary Range: Commensurate with Experience Employee group: Full Time Schedule: Monday-Friday, 8:30am-5:00pm Exempt Status: Exempt Location: 04-MD:School of Medicine Campus Department name: 60007476-IT@JH Technology Innovation Center Personnel area: University Administration
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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