Who We Are
At Lucet, we are industry leaders in behavioral health, dedicated to helping people live healthy, balanced lives. Our mission - and our passion - is to improve the lives of the members we serve and be the ideal partner for our providers.
Lucet's unique combination of people and technology has proven to optimize access to behavioral health care providers and increase a health plan's ability to connect members to quality care. With the industry's largest network of care navigators and technology powered by more than six million assessments and more than 20 years of data, Lucet is the only solution proven to successfully identify and connect people across the entire acuity spectrum with the right care in less than five days on average, and often as little as one day.
Our members, providers and partners fully entrust us to deliver outstanding quality care through coordinated behavioral health services, employee assistance programs, organizational consulting, student well-being programs and more.
When you join Lucet, you become a valued member of our team, serving more than 15 million people across the U.S. Our employees have a passion for helping others - and it shows. From entry-level employees to senior leaders, we are inspired by our members, putting them first in everything we do. From day one, you'll see firsthand the impact you have on our members, knowing you can make a true difference in their lives.
Job Summary
The IT Service Management Developer is responsible for assuring the stability and performance of the ServiceNow platform. This person is primarily responsible for system maintenance, upgrades, user management, fulfillment of administrative tasks, and performing upkeep of existing solutions. This role will provide financial benefits to the company through improved quality, productivity, efficiency, and customer experience.
Essential Functions
- Provide administrative support to the ServiceNow user base
- Monitor and optimize the health, usage, and overall compliance of the ServiceNow platform
- Identify system deficiencies and divergences from best practice within the product instance
- Coordinate & execute platform upgrades & maintenance
- Perform upkeep on existing solutions (e.g. business rules, UI policies, client scripts, ACLs, workflows, dashboard & reporting, data imports, service catalog development, etc)
- Provide after hours and On Call Support as needed
- Advise teams on design, development and overall best practice configuration of ServiceNow
- Lead and implement the design and configuration of new solutions in ServiceNow
- Maintain dashboards and report on KPIs & metrics in ServiceNow Performance
- Document/Maintain functional business requirements, process flow diagrams, and business use cases
- Assist the process for reviewing and improving policies and procedures to support an ITSM/ITIL framework
- Leverage business analysis knowledge to drive business process improvements
- Work with ServiceNow's development teams to implement the latest capabilities of ServiceNow's products
- Work with Systems Engineers and Administrators to define integrations and perform integrations and process automation using ServiceNow Orchestration, REST and SOAP web services
- Create ITSM Governance standards and ensure that all changes to reporting, processes, and procedures are reflected
- IT Service Management Engineer has no direct reports
Job Qualifications
Required
- Bachelor's or Associate's Degree in the Technology Field or 4 or more years of equivalent professional experience
- Three or more years of experience leading, developing, testing ServiceNow solutions
- Three or more years of hands-on experience with ServiceNow components such as Service Catalog, Incident, Problem, Change, Asset, Release, Knowledge, Performance Analytics
- Working knowledge of ServiceNow IT Operations Management (ITOM) suite of capabilities, to include MID Deployment, Discovery, CMDB, Orchestration, Event Management, Operations Intelligence, Service Mapping
- Excellent knowledge in ServiceNow best practices and ongoing knowledge of latest ServiceNow features
- Excellent understanding of ITSM processes based on ITIL v3
Preferred
- Background in Java Scripting, XML, HTML, AJAX, CSS, JSON, PERL scripting, REST and/or SOAP
- Two or more years' experience working in a data center environment; or other relevant critical process environment
- Certified ServiceNow Developer
- Certified in ITIL v3 Foundation
Key Competencies
- Exhibit excellent interpersonal skills with all levels of the organization
- Use organizational skills to determine prioritization and appropriate multitasking
- Write concisely and speak clearly
- Focus on scope, tone, and quality of processes and their respective documentation, as well as the associated goals, priorities, deadlines, and weaknesses
- Perform necessary and timely follow-up, escalating appropriately if necessary
Working Conditions
- Work is performed indoors in a remote, home setting or typical office environment- not substantially exposed to adverse environmental conditions.
- Frequent exposure to VDT screen.
- Frequent use of office machines to include telephone, copier, computer, and fax machine.
- Must be able to constantly remain in a stationary position, communicate and exchange information with others, inspect information, perform repetitive motions with arms and fingers, interpret data, problem solve, make decisions, organize and plan, and maintain a positive and professional attitude in all situations.
Salary and Other Compensation:
The starting salary that Lucet reasonably expects to pay for this position ranges from $90,000 - $120,000 annually, depending on circumstances including an applicant's skills, education/degrees, certifications, prior experience, market data, and other relevant factors.
This position is eligible for a bonus in accordance with the terms of Lucet's incentive plan based on both company performance and individual performance.
Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: Medical, Dental, Vision, 401(k) with competitive employer match, company paid life and disability insurance, company paid gym access, tuition reimbursement, parental leave, PTO (vacation, sick and volunteering), Remote Work.
This position will accept and review new applications and resumes no less than 5 business days after the original posting date and may remain open an extended period of time with no set end date based on the level of interest.
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