Role Description As a Senior Director of ServiceNow Platform & Development, you’ll contribute to our success in the following ways: - Define and execute the multi-year ServiceNow platform roadmap. - Establish and enforce governance models across ServiceNow modules, including ITSM, ITOM, HRSD, CSM, SecOps, and GRC. - Ensure architectural integrity and prevent platform sprawl. - Align ServiceNow initiatives with enterprise digital transformation strategy. - Drive adoption of out-of-box capabilities while minimizing over-customization. - Lead internal developers, administrators, architects, and third-party partners. - Establish development standards, code review practices, and CI/CD discipline. - Ensure compliance with ServiceNow best practices and upgrade readiness. - Oversee integrations with EHR, ERP, and other healthcare systems. - Maintain documentation, configuration management, and manage technical debt backlog. - Develop and manage the enterprise ServiceNow demand intake process. - Prioritize initiatives based on strategic value, compliance, risk, and ROI. - Implement structured sprint and release planning methodologies. - Own capacity planning across development, administration, QA, and architecture teams. - Forecast staffing needs, including FTEs and vendor resources. - Partner with Finance to manage platform costs and optimize licensing. - Develop executive dashboards showing roadmap progress, sprint velocity and predictability, backlog health/ageing, budget performance, risk indicators, and value realization metrics. - Translate technical delivery status into business impact through clear narrative summaries. - Present regular platform performance reviews to executive leadership. - Establish KPIs tied to automation gains, ticket reduction, SLA improvement, and workflow efficiency. - Ensure platform configurations support HIPAA and 21st Century Cures Act interoperability where applicable. - Partner with Security and Compliance teams for audit readiness. - Oversee role-based access control, and data governance within ServiceNow. - Support SOX controls and internal audit documentation as required. - Manage platform budget, including licenses, vendors, and development resources. - Track automation ROI and operational efficiency gains. - Reduce shadow IT workflow tools and drive platform consolidation. - Deliver measurable reductions in manual processes across departments. - Promote Elara Caring’s philosophy, mission statement, and administrative policies to ensure quality of care. - Maintain patient and staff privacy and confidentiality pursuant to HIPAA Privacy Final Rule. - Perform other duties/projects as assigned. Qualifications - Experience with enterprise resource capacity planning and allocation. - Ability to establish and apply project prioritization frameworks aligned to strategic objectives. - Strong knowledge of risk management methodologies and mitigation planning. - Experience tracking and measuring benefits realization across programs and initiatives. - Ability to design and implement enterprise governance structures. - Expertise in ROI modeling, capital planning, and financial performance analysis. - Demonstrated ability to drive margin improvement and operational efficiency initiatives. - Working knowledge of healthcare reimbursement models, including Medicare, Medicaid, and managed care environments. - Experience developing executive dashboards for reporting, decision-making, and performance tracking. - Experience supporting EHR optimization initiatives and clinical or operational technology platforms. - Proficiency with data visualization and reporting tools such as Power BI or Tableau. - Familiarity with HL7 and FHIR integration standards. - Experience with CRM and care coordination platforms. - Foundational understanding of data architecture principles and analytics strategy. - Executive presence with the ability to engage senior leadership and stakeholders. - Strong structured and concise communication skills. - Demonstrated change management capability within complex organizations. - Ability to translate operational and technical details into strategic business insights. - Proven ability to influence stakeholders without direct reporting authority. - Deep expertise across multiple ServiceNow modules, including ITSM, ITOM, HRSD, CSM, SecOps, GRC, CMDB architecture, Integration Hub, Flow Designer, and Performance Analytics. - Strong understanding of REST and SOAP integrations and enterprise API strategy. - Experience supporting DevOps and CI/CD practices within the ServiceNow ecosystem. - Working knowledge of Agile and Scrum delivery methodologies. - Experience managing ServiceNow platform upgrade and lifecycle management processes. Requirements - Some travel required <5% - You will report to the Chief Information Officer. - The base salary for this position is $150,000-$225,000 based on the company’s good faith estimate at the time of posting. Actual pay will be determined based on factors such as education, experience, skills, and internal equity. Benefits - Work in a collaborative environment. - Be rewarded with a unique opportunity to make a difference. - Competitive compensation package. - Tuition reimbursement for full-time staff and continuing education opportunities for all employees at no cost. - Opportunities for advancement. - Comprehensive insurance plans for medical, dental, and vision benefits. - 401(K) with employer match. - Paid time off, paid holidays, family, and pet bereavement. - Pet insurance.

• Act as the Incident Operational Manager, spearheading Raytheon ITSM strategies in coordination with the RTX Digital Major Incident Management (MIM) Center of Excellence. • Serve as the primary liaison between Raytheon and RTX ITSM/ServiceNow Leadership Teams to synchronize Raytheon ITSM modernization efforts with RTX enterprise priorities, ensuring operational consistency and efficiency. • Optimize incident handling through targeted knowledge updates and automation, fostering quicker triage and enhancing self-service success rates. • Oversee Major and Critical (P1) Incidents, ensuring proper classification, prioritization, and adherence to SLAs. • Represent Raytheon in RTX weekly incident review meetings. • Drive escalations and ensure clear communication with Raytheon leadership during critical incidents. • Analyze workflows and KPIs to identify performance gaps, address inefficiencies, and implement impactful enhancements to ITSM processes. • Design, execute, and manage end-to-end Test and Defect Management approaches specific to Raytheon for ServiceNow release upgrades (bi-annual) and testing new applications and capabilities. • Collaborate with Raytheon staff to leverage ServiceNow ITSM/ITIL capabilities and provide training on existing, new, and enhanced platform capabilities. • Promote ServiceNow best practices and offer tailored guidance to Service Owners, Support Group Managers/members, and other Raytheon staff as needed. • Lead the migration, creation, and maintenance of ServiceNow catalog items, ensuring alignment with Raytheon-specific requirements. • Partner with stakeholders to gather requirements, design workflows, and implement automated approval and fulfillment processes. • Promote efficiency and stakeholder satisfaction through iterative enhancements of catalog items and workflows. • Maintain accurate ownership, support group assignments, and associated workflows for the Service Catalog to ensure seamless operations. • Conduct rigorous testing in ServiceNow Test Instances and validate functionality in production. • Report, track, and validate fixes for ServiceNow platform anomalies to ensure consistency across ITSM processes, including Incident, Major Incident, Problem, and Request Management. • Utilize ServiceNow intake forms to gather service details and manage the onboarding and retirement of applications or technical services. • Develop dashboards to provide actionable insights to leaders. • Analyze incident, service task, and request data to identify patterns, offering strategic recommendations to minimize recurring issues and reduce high-cost impacts on operations.

Role Description Red Cedar is seeking a ServiceNow Administrator/Architect to support and optimize the ServiceNow platform. The ideal candidate will provide platform administration, maintenance, configuration management, upgrade support, integration coordination, governance, and architectural guidance to ensure the platform effectively supports business operations and IT Service Management (ITSM) requirements. This role requires strong ServiceNow administration experience, technical leadership skills, and the ability to collaborate with stakeholders across multiple teams. - Administer and maintain the ServiceNow platform, including users, groups, roles, ACLs, and platform configurations. - Support core ServiceNow modules including Incident, Problem, Change, Request, Knowledge, and CMDB. - Configure and maintain workflows, business rules, forms, catalogs, reports, dashboards, and notifications. - Manage platform updates, releases, patches, upgrades, and instance clone activities. - Monitor platform performance, instance health, and maintenance activities. - Support integrations between ServiceNow and enterprise systems using REST APIs, Integration Hub, MID Server, and data import/export processes. - Collaborate with stakeholders to gather requirements, evaluate enhancements, and participate in solution reviews. - Maintain platform governance, compliance, documentation, data quality, and audit readiness. - Provide end-user support, training, troubleshooting, and operational guidance. - Support testing activities including Automated Test Framework (ATF), regression testing, and user acceptance testing. - Provide architectural guidance for platform design, integration strategy, scalability, and long-term maintainability. - Utilize AI-enabled tools to improve productivity and solution quality. - Participate in Agile development and SDLC processes. Qualifications - Bachelor's degree in a related field from an accredited college or university preferred. - In lieu of a degree, an additional four (4) years of relevant experience may be substituted. - Minimum five (5) years of Information Technology experience. - ServiceNow Certified System Administrator (CSA) certification required. - Experience administering ServiceNow platform configurations, security, and governance. - Experience with ServiceNow ITSM modules including Incident, Change, Problem, Knowledge, Request, and CMDB. - Experience supporting ServiceNow integrations, REST APIs, Transform Maps, MID Server, and Integration Hub. - Knowledge of SDLC methodologies and Agile practices. - Experience with Change Management, Configuration Management, and Application Lifecycle Management (ALM). - Strong communication, facilitation, troubleshooting, and organizational skills. - Proficiency with Microsoft Office Suite. - Experience with AI tools such as GitHub Copilot and Playwright. - Ability to obtain and maintain a Public Trust clearance. - Must meet residency and background investigation requirements. Preferred Qualifications - Experience administering two or more of the following ServiceNow areas: - ITSM (Incident, Change, Problem, Knowledge, CMDB/CSDM) - Strategic Portfolio Management (SPM), Demand Management, and Project Portfolio Management (PPM) - ITOM, SecOps, and Customer Service Management (CSM) - REST API integrations, MID Server, Integration Hub, and data migration activities - ITIL Certification. - Experience providing architectural leadership and platform modernization recommendations.

Description At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW. Job Summary: As part of the Intelligent Platforms Solutions Executive team, you will be responsible for selling Intelligent Platforms services and products. The Intelligent Platforms Solutions Executive is expected to enhance CDW Intelligent Platforms' presence, market share, and revenue growth in the Intelligent Platforms market. Specifically, you will support the sales team with full sales lifecycle management through strategic account planning, research, opportunity management, relationship-building, partnering with services teams and OEM vendors such as ServiceNow, Adobe, and Salesforce, pursuit and closure activities. * Candidates should be local to Texas, Denver, CO or Phoenix, AZ. What you will do: * Develop and execute successful sales strategies to expand the CDW Intelligent Platforms customer base and achieve bookings, revenue, and gross profit targets. * Establish a detailed, comprehensive understanding of all capabilities, service offerings, value proposition, market positioning, selling strategy and process, as well as key differentiators. * Identify, engage, qualify, nurture, and secure new clients. * Cultivate, manage, support, and grow relationships as part of the extended sales team with prospects and clients as a consultative seller. * Proactively coordinate with CDW Intelligent Platforms teams- including Subject Matter Experts, Practice Leadership, Sales Management, and Marketing- to drive sales, meet company objectives, and exceed client expectations. * Build strategic partnerships with the partner community- including ServiceNow, Adobe, and Salesforce- to identify and pursue collaborative opportunities for CDW and its partners. * Understand industry landscapes and follow trends that impact our clients' business risk, strategic decision-making, and budget planning and expenditure. * Deliver accurate sales pipeline updates and forecasts. * Consistently enter and update all relevant information in Salesforce to ensure data accuracy and completeness. What we expect of you: * Bachelor's degree and 5+ years of experience identifying opportunities and full lifecycle management for enterprise software services and products and/or equivalent experience as a Digital Velocity practitioner, OR: * 9+ years of experience identifying opportunities and full lifecycle management for enterprise software services and products and/or equivalent experience as a Digital Velocity practitioner. * Proven experience selling at least one of the focus areas in the Intelligent Platforms ServiceNow, Adobe, and Salesforce portfolio, a plus. * Experience in enterprise sales, with both strategic planning and day-to-day execution. * Proven performance record with demonstrated year-over-year metrics, with a successful record of meeting or exceeding sales goals. * Ability to take personal ownership of professional goals and achieve financial targets. * Energetic networker and relationship-builder. * Ability to work with and effectively coordinate across extended internal teams and partners. * Excellent, professional written and verbal, and interpersonal skills. * Ability to travel as needed for customer meetings and to develop/maintain partner relationships. Pay range: $90,000 - $114,000, depending on experience and skill set Uncapped commission, quarterly services attainment bonus and quarterly product attainment bonus - subject to terms and conditions of plan Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/) Salary ranges may be subject to geographic differentials * CDW is committed to being an AI-fluent organization * We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances- not replaces- human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice. * About Us * CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust, speaking candidly, and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees- working together to solve complex challenges and deliver real impact for our customers and communities. As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next. Together, we deliver the full promise of what technology can do. * Together, we Make Amazing Happen. * CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.