Be inspired. Be rewarded. Belong. At Emory Healthcare.

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship, development, and leadership programs
• And more

The ServiceNow Architect will serve as a dual-role expert, combining the strategic alignment of a Solutions Architect with the hands-on technical execution of a Technical Architect. This individual will design, implement, and optimize solutions across the ServiceNow platform, ensuring alignment with business objectives while maintaining technical excellence. The architect will oversee integrations with ITSM, ITOM, HAM, SPM, Enterprise Architecture (EA), and Employee Center Pro, driving innovation and operational efficiency.

RESPONSIBILITIES:

• Architect end-to-end solutions that integrate ITSM, ITOM, HAM, SPM, EA, and Employee Center Pro.
• Translate business requirements into technical specifications, ensuring solutions align with corporate IT strategy and long-term transformation goals.
• Conduct workshops with stakeholders to identify process gaps, prioritize initiatives, and design workflows that reduce manual effort through automation.
• Lead development of application enhancements, custom applications, scripts, and integrations (REST/SOAP APIs, MID Server) to extend ServiceNow functionality.
• Configure CMDB relationships, optimize ServiceNow performance, and enforce security protocols for data compliance (e.g. HIPAA).
• Modernize legacy systems by migrating workflows to ServiceNow, leveraging AI/ML capabilities for predictive analytics in ITSM, ITOM, and Employee Center Pro.
• Partner with Enterprise Architects to map technology investments to business capabilities, ensuring alignment with EA frameworks.
• Mentor development teams on coding standards, Agile methodologies, and platform best practices
• Liaise with HR, Legal, and Finance teams to expand Employee Center Pro’s role-based experiences (e.g., Manager Hub, HR service delivery).
• Establish architecture review boards to evaluate solution designs for scalability, cost-efficiency, and risk mitigation.
• Develop and monitor platform health using Performance Analytics, addressing technical debt and ensuring compliance with ServiceNow upgrade cycles.
• Publish post-implementation reports detailing ROI, user adoption metrics, and recommendations for future enhancements.
• Stay keenly abreast of respective industry and system trends as well as the application roadmaps to ensure awareness of future functionality and release information.
• Responsible for generating awareness amongst other team members of trends and future functionality.
• Active contributor to the Epic community and collaborate with peers at other institutions.
• Ability to sustain a high level of autonomy and independence, while navigating and adhering to all Emory Digital policies and standards.
• Champion high profile initiatives in partnership with assigned Project Managers/Program Managers.
• Foster and maintain strong professional relationships with Senior Leaders across the organization.

Preferred Qualifications:

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer
• ServiceNow Certified Implementation Specialist (CIS) in at least two modules (e.g., ITSM, ITOM, SPM).
• Certified Technical Architect (CTA), Certified Master Architect, or ITIL v4.
• 2+ years of hands-on experience as a ServiceNow Architect or in a senior technical role on the platform
• 5+ years of ServiceNow platform development experience in medium to large enterprise environment
• Broad experience with multiple ServiceNow modules and integrations with third-party systems.
• Proven track record in designing, implementing, and optimizing ServiceNow solutions to meet complex business needs.
• Experience leading technical architecture, governance, and platform strategy.
• Experience with Agile/Scrum methodologies and the software development lifecycle (SDLC)
• Experience in government, healthcare, or regulated environments.
• Deep understanding of ServiceNow architecture, capabilities, and best practices.
• Strong proficiency in JavaScript, GlideScript, and web technologies.
• Experience with ServiceNow integrations (REST/SOAP APIs, MID server, etc.).
• Ability to design and implement complex workflows, business rules, and custom applications.
• Solid knowledge of networking, cloud infrastructure, and security best practices.
• Excellent communication and presentation skills, with the ability to engage both technical and non-technical stakeholders.
• Strong leadership, mentorship, and team collaboration abilities.
• Creative problem-solving, critical thinking, and the ability to translate business requirements into technical solutions.
• Ability to manage multiple priorities and work effectively in fast-paced, dynamic environments.
• Candidates with relevant ITSM, ServiceNow, &/or Project Management certifications may be considered with references and demonstrated mastery of facilitating and implementing application solutions, within relevant digital spaces for a minimum of seven (7) years.

MINIMUM QUALIFICATIONS:

• Seven (7) years of experience in implementing technical requirements to support business applications as an Application Analyst; OR a Bachelor's Degree and six (6) years of related experience.
• Candidates with relevant IT, Epic, &/or Project Management certifications may be considered with references and demonstrated mastery of facilitating and implementing application solutions, within relevant digital spaces for a minimum of seven (7) years.
• Epic certification in one application.
• Epic certification in multiple applications preferred.

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.