• Own and manage the Configuration Management Database (CMDB) strategy and roadmap • Ensure data integrity, completeness, and accuracy across all CI classes • Govern CI class models, relationships, and data sources • Define and enforce CI naming conventions, lifecycle states, and data policies • Work closely with Discovery and Integration teams to automate data population • Align CMDB structure with CSDM and service modeling best practices • Lead CMDB governance processes, standards, and operational controls across the platform • Establish and maintain CMDB governance councils, policies, and data stewardship practices • Drive CMDB maturity initiatives, including health dashboards, KPI reporting, and continuous improvement programs • Define governance processes for onboarding new CI classes, integrations, and data sources • Partner with enterprise architecture, infrastructure, security, and application teams to ensure accurate service mapping and data ownership • Architect scalable CMDB and CSDM solutions that support enterprise operational and business capabilities • Oversee Discovery, Service Mapping, and integration architecture to ensure reliable and automated CI population • Review and approve CMDB-related technical designs, integrations, and data model changes • Ensure compliance with platform governance, audit, security, and data retention requirements • Provide leadership and direction for CMDB operational support, enhancement delivery, and platform optimization efforts • Support platform upgrade planning and validation activities related to CMDB, Discovery, and integrations • Mentor technical teams and provide architectural guidance for CMDB, Discovery, CSDM, and related platform capabilities • Collaborate with platform leadership to prioritize CMDB and CSDM initiatives aligned with organizational goals and operational maturity objectives

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.