• Configure and customize ServiceNow modules and applications, with a focus on ServiceNow Order Management (SOM), workflow automation, and fulfillment processes. • Design, develop, and test ServiceNow workflows, business rules, client scripts, UI policies, and Flow Designer automations. • Support the implementation and enhancement of Lead-to-Cash and Order-to-Cash business processes within the ServiceNow platform. • Integrate ServiceNow with enterprise systems including CRM, CPQ, ERP, and fulfillment platforms. • Manage ServiceNow platform administration tasks, including user roles, permissions, and platform updates. • Create and maintain technical documentation for configurations, integrations, and processes. • Provide support and troubleshooting for ServiceNow issues and platform enhancements. • Work closely with stakeholders to understand business requirements and translate them into scalable technical solutions. • Assist in developing best practices and standards for ServiceNow configuration and platform governance. • Participate in planning, estimation, testing, and review activities within an Agile delivery environment.

Role Description Zaelab is seeking a skilled ServiceNow Configuration Engineer to join our dynamic team. In this role, you will be responsible for configuring, implementing, and maintaining ServiceNow solutions that support complex business processes, with a particular focus on ServiceNow Order Management (SOM) and order fulfillment workflows. You will collaborate closely with cross-functional teams to gather requirements, design system configurations, and deliver high-quality solutions that meet business needs. - Configure and customize ServiceNow modules and applications, with a focus on ServiceNow Order Management (SOM), workflow automation, and fulfillment processes. - Design, develop, and test ServiceNow workflows, business rules, client scripts, UI policies, and Flow Designer automations. - Support the implementation and enhancement of Lead-to-Cash and Order-to-Cash business processes within the ServiceNow platform. - Integrate ServiceNow with enterprise systems including CRM, CPQ, ERP, and fulfillment platforms. - Manage ServiceNow platform administration tasks, including user roles, permissions, and platform updates. - Create and maintain technical documentation for configurations, integrations, and processes. - Provide support and troubleshooting for ServiceNow issues and platform enhancements. - Work closely with stakeholders to understand business requirements and translate them into scalable technical solutions. - Assist in developing best practices and standards for ServiceNow configuration and platform governance. - Participate in planning, estimation, testing, and review activities within an Agile delivery environment. Qualifications - Bachelor’s degree in Computer Science, Information Technology, or related field. - 2+ years of hands-on experience configuring and administering ServiceNow platforms. - Proficiency in ServiceNow development tools including workflows, business rules, client scripts, and UI policies. - Experience integrating ServiceNow with other enterprise applications via REST/SOAP APIs. - Strong understanding of ITSM processes and best practices. - Excellent problem-solving skills and attention to detail. - Effective communication skills to work with technical and non-technical stakeholders. - Experience working in Agile/Scrum environments preferred. - ITIL Foundation certification is a plus. Benefits - Unlimited Vacation/PTO - Fully remote and distributed teams - Paid Parental Leave - Ongoing training and education opportunities - 0% Bureaucracy Culture - Focus is on responsibilities, not title Company Description Zaelab is proud to be an equal-opportunity employer. We are committed to providing accommodations. If you require accommodation, we will work with you to meet your needs. We use AI-based tools to support the initial review of applications. Rest assured, our People Ops team carefully reviews all applications and makes the final decisions on candidate progression.

• 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.