Full-Time IT Solutions Architect

The IT Solutions Architect 2 - ServiceNow leads all aspects of application development and implementation. This employee works closely with analysts, staff, physicians, and leadership to ensure the successful implementation of technology-enabled workflows and continuous improvement towards user adoption and utilization. The IT Solutions Architect 2 - ServiceNow also understands complex business needs, processes, strategies and objectives to identify opportunities for technology improvement or innovation. An employee in this position provides mentorship for application and technical teams in the on-going management of user requests, issues, and delivery of application enhancements. Establishes, implements, and documents technology integration or migration strategies related to IT Solutions.

Core Responsibilities:

• Engineers new workflows or optimize existing business processes that supersede existing standards set in place internally or by vendors utilizing expert knowledge crossing multiple clinical applications and operational areas.
• Leads projects associated with application implementation and execution of high complexity and larger impact. Applies project management methodology and utilizes standard project management for software in development and maintenance of project plans.
• Functions as an independent project lead or provides oversight for project manager and/or business analyst on assigned projects and recognize/ minimize business value lost during project/program execution.
• Performs proactive analysis on current systems and technology in order to recommend potential changes or enhancements that will assist in adhering to organization's strategic vision and improve operational workflows and end user experience.
• Identifies product and customization requirements to effectively address necessary product configuration, while working within project scope and timeline.
• Serves as mentor to senior analysts and is proficient and/or certified in supported applications.
• Holds a comprehensive working knowledge and understands operational processes and job functions pertaining to assigned University of Miami applications and solutions.
• Possesses expert knowledge of third-party partnerships, experience with managing vendor relationships, and contract negotiations.
• Provides support to the team in analyzing, resolving, and escalating complex integration problems encountered by the team during system implementations and upgrades.
• Implement projects that are ahead of industry/peer trends. Thinks out of the box and follows the marking curve to stay on the forefront of Healthcare technology. Designs new solutions.
• Participates in new hire orientation by providing the application support in the work area required for the job role.
• Collaborates with leadership to develop or improve operational processes, polices, and procedures.
• Participates in all operations meetings to assess user feedback, gather future requirements for modifications, and provide a status on competency, adoption, and utilization rates.
• Facilitates knowledge transfer of the technology-enabled user workflows and best practice use of applications.
• Adheres to University and unit-level policies and procedures and safeguards University assets.

Department Specific Functions

• Provide technical subject matter expertise, act as technical product advocate, design, develop and implement ITIL processes such as ITSM, ITOM, SACM, Knowledge, Demand and Release Management modules within the ServiceNow platform.
• Work closely with colleagues to define, design, and implement ServiceNow solutions and ensuring they address business requirements and align with future state.
• Create system design and detailed technical documentation.
• Provide technical expertise and leadership in ServiceNow platform architecture.
• Configure and enhance ServiceNow platform using scripts and platform capabilities.
• Conduct deep-dive technical troubleshooting and issue resolution.
• Lead and participate in system and integration testing, ensuring best practices are followed.
• Educate and coach colleagues and users on ServiceNow functionalities and best practices.
• Ensure that all implementation work is carried out in accordance with the company policies and industry best practices.

CORE QUALIFICATIONS:

• Bachelor's Degree in relevant field Masters preferred
• At least one Servicenow Certification such CMA, CTA, CAS, CAD, CSA Required.
• Minimum 7 year of ServiceNow experience
• Ten years Information technology experience preferred
• Healthcare/Higher education experience preferred
• Skill in collecting, organizing, and analyzing data.
• Ability to recognize, analyze, and solve a variety of problems.
• Ability to exercise sound judgment in making critical decisions.
• Demonstrated ability to map solutions to address issues and problems.
• Experience in IT solution architecture and understanding of enterprise architecture preferred.
• Exceptional problem-solving capability and ability to think strategically.
• Excellent interpersonal and communication skills.

Any relevant education, certifications and/or work experience may be considered.