Principal Service Engineer

About Providence Providence, one of the US’s largest not-for-profit healthcare systems, is committed to high quality, compassionate healthcare for all. Driven by the belief that health is a human right and the vision, ‘Health for a better world’, Providence and its 121,000 caregivers strive to provide everyone access to affordable quality care and services.

Providence has a network of 51 hospitals, 1,000. care clinics, senior services, supportive housing, and other health and educational services in the US.

Providence India is bringing to fruition the transformational shift of the healthcare ecosystem to Health 2.0. The India center will have focused efforts around healthcare technology and innovation, and play a vital role in driving digital transformation of health systems for improved patient outcomes and experiences, caregiver efficiency, and running the business of Providence at scale.

Why Us?

• Best In-class Benefits

• Inclusive Leadership

• Reimagining Healthcare

• Competitive Pay

• Supportive Reporting Relation

ob Description – ServiceNow Architect / Senior Developer
ITSM . Employee Center Pro . SOW . HRSD . ITAM
Experience: 10–16 Years Location: Hyderabad / Bengaluru / Pune / Chennai / Remote Employment Type: Full-Time
Role Summary

We are seeking an experienced ServiceNow Architect / Senior Developer with strong expertise in ITSM, Employee Center Pro, Service Operations Workspace (SOW), HRSD, and ITAM to lead enterprise-scale ServiceNow implementations and digital workflow transformation initiatives.

The ideal candidate will have extensive hands-on experience in architecture, solution design, development, integrations, and platform governance across multiple ServiceNow modules. The role requires strong technical leadership, stakeholder engagement, and the ability to build scalable, user-friendly, and future-ready ServiceNow solutions aligned with enterprise standards and business objectives.

Key Responsibilities
ServiceNow Architecture . Solution Design

• Lead end-to-end architecture, design, and development of ServiceNow solutions across ITSM, HRSD, Employee Center Pro, SOW, and ITAM.

• Define scalable platform architecture, development standards, governance models, and best practices.

• Collaborate with business stakeholders, enterprise architects, and delivery teams to translate business requirements into technical solutions.

• Design secure, scalable, and reusable ServiceNow components and enterprise workflows.

• Review technical designs, code quality, platform performance, and implementation strategy.

ITSM Implementation . Enhancements

• Architect and implement ServiceNow ITSM modules including:

+ Incident Management
+ Problem Management
+ Change Management
+ Request Management
+ Knowledge Management
+ Service Catalog

• Design automation workflows using Flow Designer and IntegrationHub.

• Improve operational efficiency through ITIL-aligned service management processes.

• Configure SLAs, approvals, notifications, catalog items, and workflow orchestration.

Employee Center Pro (ECP)

• Design and develop enterprise employee self-service solutions using Employee Center Pro.

• Build personalized employee experiences with:

+ UI Builder
+ Widgets
+ Knowledge integrations
+ Content targeting
+ Employee journeys

• Integrate HR, IT, Facilities, and enterprise services into Employee Center.

• Drive employee experience transformation initiatives through conversational and unified portals.

Service Operations Workspace (SOW)

• Design and customize Service Operations Workspace (SOW) solutions for operational teams.

• Configure workspaces, dashboards, contextual side panels, and agent experiences.

• Improve service desk productivity and operational visibility.

• Build advanced visualizations and real-time operational insights.

HRSD (HR Service Delivery)

• Implement and enhance HRSD solutions including:

+ HR Case Management
+ Employee Lifecycle Events
+ HR Knowledge Management
+ HR Catalogs and Workflows

• Develop employee onboarding/offboarding workflows and HR process automation.

• Support confidential and secure HR case handling using platform best practices.

• Integrate HRSD capabilities into Employee Center Pro.

ITAM (IT Asset Management)

• Lead ITAM implementations including:

+ Hardware Asset Management (HAM)
+ Software Asset Management (SAM)
+ Asset Lifecycle Management
+ License compliance
+ Software normalization and reconciliation

• Configure procurement, inventory, stockroom, and asset workflows.

• Ensure alignment between CMDB, asset inventory, and procurement systems.

• Support compliance, audit readiness, and operational governance initiatives.

Development . Integrations

• Develop and customize ServiceNow applications using:

+ JavaScript
+ Glide API
+ Script Includes
+ Business Rules
+ Client Scripts
+ Flow Designer
+ IntegrationHub
+ UI Builder

• Build integrations using:

+ REST APIs
+ SOAP APIs
+ MID Server
+ JDBC
+ Third-party enterprise integrations

• Support workflow automation and enterprise orchestration initiatives.

Leadership . Governance

• Provide technical leadership and mentoring to developers and administrators.

• Conduct code reviews and enforce development standards and governance.

• Participate in architecture discussions, roadmap planning, and platform optimization initiatives.

• Support platform upgrades, release management, and performance tuning.

• Collaborate with QA, DevOps, and support teams during deployments and release cycles.

Required Skills . Experience

• 10–16 years of overall IT experience with strong ServiceNow implementation and development expertise.

• Hands-on experience in:

+ ITSM
+ Employee Center Pro (ECP)
+ Service Operations Workspace (SOW)
+ HRSD
+ ITAM (HAM/SAM)

• Strong expertise in:

+ JavaScript
+ Glide API
+ Flow Designer
+ IntegrationHub
+ Service Portal / UI Builder

• Experience with enterprise integrations using REST/SOAP APIs.

• Strong understanding of ServiceNow data model, CMDB, and platform architecture.

• Experience leading enterprise-scale implementations and transformations.

• Strong stakeholder engagement, communication, and leadership skills.

• Good understanding of Agile/Scrum methodologies and ITIL processes.

Preferred Skills

• Exposure to CMDB and CSDM framework.

• Experience with AI Search, Virtual Agent, or GenAI capabilities in ServiceNow.

• Experience with Performance Analytics and reporting.

• Exposure to Security Operations or Governance workflows is an added advantage.

• Experience working in global delivery and enterprise support models.

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)

• Certified Application Developer (CAD)

• CIS – ITSM

• CIS – HRSD

• CIS – HAM / SAM

• ServiceNow CTA / CMA preferred for Architect roles

Providence’s vision to create ‘Health for a Better World’ aids us to provide a fair and equitable workplace for all in our employment, whether temporary, part-time or full time, and to promote individuality and diversity of thought and background, and acknowledge its role in the organization’s success. This makes us committed towards equal employment opportunities, regardless of race, religion or belief, color, ancestry, disability, marital status, gender, sexual orientation, age, nationality, ethnic origin, pregnancy, or related needs, mental or sensory disability, HIV Status, or any other category protected by applicable law. In furtherance to our mission in building a more inclusive and equitable environment, we shall, from time to time, undertake programs to assist, uplift and empower underrepresented groups including but not limited to Women, PWD (Persons with Disabilities), LGTBQ. (Lesbian, Gay, Transgender, Bisexual or Queer), Veterans and others. We strive to address all forms of discrimination or harassment and provide a safe and confidential process to report any misconduct.

Contact our Integrity hotline also, read our Code of Conduct.