Software Engineer - ServiceNow Dev Or BA

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities

• Configure, develop, and customize ServiceNow modules including Incident, Problem, Change, Asset Management, Service Catalog, and ITBM applications (Ideation, Demand, PPM, Resource Management)
• Collaborate with business stakeholders to gather, analyze, and translate requirements into sustainable ServiceNow solutions aligned with ITIL best practices
• Administer and maintain multi-domain ServiceNow instances, ensuring smooth upgrades, migrations, and version standardization
• Facilitate Change Advisory Board (CAB) meetings, manage and audit Change tickets for compliance with governance policies
• Perform data analysis, create and maintain reports, dashboards, and performance metrics for operational insights
• Support end-user requests, resolve incidents and RITM tickets within SLA, and create reusable templates for efficiency
• Maintain Service Catalog administration, workflows, and approval processes
• Develop and maintain system documentation, testing protocols, and operational procedures for platform enhancements
• Assist in ITBM configuration and administration, including project portfolio management and resource planning
• Ensure adherence to Agile methodologies for development and delivery
• Build solid client relationships and prioritize multiple requests in a self-directed capacity
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
  
  

• ServiceNow System Administrator certification
• Certified System Administrator (CSA)
• 5+ years of experience in Service Management with hands-on ServiceNow development and administration
• Experience with multi-domain ServiceNow instances, including upgrades and migrations
• Solid knowledge of core ServiceNow modules (Incident, Problem, Change, Asset, Service Catalog) and familiarity with ITBM applications
• Working knowledge of CMDB/CSDM frameworks and workflow automation
• Familiarity with Agile practices and ITIL-based processes
• Proficiency in data analysis, dashboard/report development, and SLA monitoring
• Proven excellent communication and documentation skills for stakeholder interaction and requirement gathering
• Proven solid analytical and problem-solving skills with ability to deliver sustainable solutions
• Proven highly organized, self-starter with ability to work remotely across multiple engagements
  
  

• Developer certification
• Certified Implementation Specialist (CIS)