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Providence Health & Services Principal Service Engineer Architect in Beaverton, Oregon


Providence St. Joseph Health is calling a Principal Service Engineer Architect to our location in Irvine, CA; Redmond, WA or Portland OR. *other Providence locations considered

We are seeking an experienced and driven ServiceNow Architect to help drive our environment to the next level. This person will be responsible for the engagement, design and architecture of implementing or enhancing modules and workflows on the platform. You will work in conjunction with the Product Manager and Development Service Management teams to support the platform. Activities will include architectural assessments, technical design of content structure, user/process flows and interfaces, solution design reviews, architectural governance policy and standard methodologies for the platform, enhancement initiatives, configuration and customization, core and application build, upgrade, patch and testing activities within the enterprise.

In this position you will have the following responsibilities:

  • Partner with Engineering, Development, QA, and Program/Project Management peers to translate caregiver, business and technical requirements into components of a service architecture, ensuring that the service will meet compliance and operability standards, and KPIs around resilience, availability, quality, cost, and caregiver expectations.

  • Create and identify standards and best practices and is responsible for building and implementing required architecture in partnership with other IS engineering teams.

  • Design components of a service delivery system that defines tools, hardware, processes, role assignments, dependencies, and documentation, resulting in a complete system that supports service delivery and meets KPIs. Creates detailed project plans including milestones, testing, documentation and implementation.

  • Communicate with stakeholders and applies advanced diagnostic expertise to restore service with minimal disruption to the caregiver and business. During service disruptions and degradations, owns the problem, solving it once and for all. Extrapolate from past experiences and delivers innovations.

  • Actively take part in disaster recovery drills. Participate as needed in incident response management during non-working hours.

  • Own the design, implementation, testing, and management of alerting and telemetry systems, and disaster recovery and business continuity plans in partnership with other engineering teams to support 24x7 uptime goals. Make recommendations on capacity requirements, based on service KPIs, evolving caregiver usage scenarios, and proposed new feature releases to enable the team to create a viable cost model.

  • Work with stakeholders to create a cost model and reporting system that enables teams to forecast, track, and report on the costs generated by business and usage scenarios.

  • Maximize the effectiveness of financial resources.

  • Use expertise to identify potential platform, system, deployment, security and environmental issues prior to service and solution releases, ensuring an on-time release with measurable improvement in KPIs.

  • Develop and maintain effective processes to automate tasks and ensure compliance with security policies and drives the adoption of a solution across multiple service teams.

  • Own service and infrastructure lifecycle planning to ensure critical software and hardware components are kept current.

  • Responsible for the information management of applications, device, and infrastructure data inside the CMDB (Configuration Management Database) and associated systems.

  • Establish service metrics, based on a deep understanding of the end-to-end service, and works with partner teams to analyze data, and identify and drive service improvements.

  • Regularly analyze operational cost data, identify cost-saving efficiencies, and influences the business to adopt these efficiencies across the service team.

  • Mentor and be a technical leader to less experienced team members, improving their skills, their knowledge of our systems and their ability to get things done.

  • Acts as the group’s thought leader on new technologies and their adoption. Creates and identifies standards and best practices, and drives the adoption of them by IS. Advocates the IS roadmap and vision.

  • Focus on driving for results, accountability, and strategic thinking.


Required qualifications for this position include:

  • Bachelor's Degree in Computer Engineering, Computer Science, Mathematics, Engineering or equivalent education/experience.

  • 8 years related experience.

  • Strong experience in automation, specifically related to deployment, recovery, or other manual processes.

  • Strong experience with n-tier solutions.

  • Strong experience with resilience modeling (failure mode analysis) and ability to simulate service outages for point solutions (automated) and platforms (manually).

  • Strong experience influencing engineering team members in translating customer and technical requirements into service architecture to meet Quality of Service Expectations.

  • Strong experience leading and representing the Service in backlog discussions and standups to establish appropriate prioritization of Live Site requirements.

  • Strong experience leveraging data and metrics to drive behavior, process, and priority decisions. Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

  • Strong experience in advanced problem solving using systematic procedures and investigating problems utilizing root cause analysis.

Preferred qualifications for this position include:

  • 5 years experience solutioning in ServiceNow

  • Familiarity with ITSM, ITOM, SAM, HR, WORKFORCE MGMT, IRB/GRC, Customer Apps, Platform modules

  • Certified ServiceNow Architect

  • ServiceNow Certification (Application Developer, Implementation Specialist or System Administrator)

  • Cloud platform certification(s)

  • Database, core data design, Security, integrations

About the department you will serve.

Providence Shared Services provides a variety of functional and system support services for our Providence family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

We offer comprehensive, best-in-class benefits to our caregivers. For more information, visit

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Day

Job Category: Infrastructure

Location: California-Irvine

Other Location(s): Oregon-Portland, Oregon-Beaverton, Washington-Redmond

Req ID: 320262