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About the Role

Elara Caring is seeking a Senior Director of ServiceNow Platform & Development to play a pivotal role in advancing the home care industry. This position offers a unique opportunity to make a significant impact by developing an amazing team and driving the company's mission of providing the Right Care, at the Right Time, in the Right Place.

Responsibilities

• Define and execute the multi-year ServiceNow platform roadmap.
• Establish and enforce governance models across ServiceNow modules, including ITSM, ITOM, HRSD, CSM, SecOps, and GRC.
• Ensure architectural integrity and prevent platform sprawl.
• Align ServiceNow initiatives with enterprise digital transformation strategy.
• Drive adoption of out-of-box capabilities while minimizing over-customization.
• Lead internal developers, administrators, architects, and third-party partners.
• Establish development standards, code review practices, and CI/CD discipline.
• Ensure compliance with ServiceNow best practices and upgrade readiness.
• Oversee integrations with EHR, ERP, and other healthcare systems.
• Maintain documentation, configuration management, and manage technical debt backlog.
• Develop and manage the enterprise ServiceNow demand intake process.
• Prioritize initiatives based on strategic value, compliance, risk, and ROI.
• Implement structured sprint and release planning methodologies.
• Own capacity planning across development, administration, QA, and architecture teams.
• Forecast staffing needs, including FTEs and vendor resources.
• Partner with Finance to manage platform costs and optimize licensing.
• Develop executive dashboards showing roadmap progress, sprint velocity and predictability, backlog health/ageing, budget performance, risk indicators, and value realization metrics.
• Translate technical delivery status into business impact through clear narrative summaries.
• Present regular platform performance reviews to executive leadership.
• Establish KPIs tied to automation gains, ticket reduction, SLA improvement, and workflow efficiency.
• Ensure platform configurations support HIPAA and 21st Century Cures Act interoperability where applicable.
• Partner with Security and Compliance teams for audit readiness.
• Oversee role-based access control, and data governance within ServiceNow.
• Support SOX controls and internal audit documentation as required.
• Manage platform budget, including licenses, vendors, and development resources.
• Track automation ROI and operational efficiency gains.
• Reduce shadow IT workflow tools and drive platform consolidation.
• Deliver measurable reductions in manual processes across departments.
• Promotes Elara Caring’s philosophy, mission statement and administrative policies to ensure quality of care.
• Maintains patient and staff privacy and confidentiality pursuant to HIPAA Privacy Final Rule.
• Performs other duties/projects as assigned.

Requirements

• Experience with enterprise resource capacity planning and allocation.
• Ability to establish and apply project prioritization frameworks aligned to strategic objectives.
• Strong knowledge of risk management methodologies and mitigation planning.
• Experience tracking and measuring benefits realization across programs and initiatives.
• Ability to design and implement enterprise governance structures.
• Expertise in ROI modeling, capital planning, and financial performance analysis.
• Demonstrated ability to drive margin improvement and operational efficiency initiatives.
• Working knowledge of healthcare reimbursement models, including Medicare, Medicaid, and managed care environments.
• Experience developing executive dashboards for reporting, decision-making, and performance tracking.
• Experience supporting EHR optimization initiatives and clinical or operational technology platforms.
• Proficiency with data visualization and reporting tools such as Power BI or Tableau.
• Familiarity with HL7 and FHIR integration standards.
• Experience with CRM and care coordination platforms.
• Foundational understanding of data architecture principles and analytics strategy.
• Executive presence with the ability to engage senior leadership and stakeholders.
• Strong structured and concise communication skills.
• Demonstrated change management capability within complex organizations.
• Ability to translate operational and technical details into strategic business insights.
• Proven ability to influence stakeholders without direct reporting authority.
• Deep expertise across multiple ServiceNow modules, including ITSM, ITOM, HRSD, CSM, SecOps, GRC, CMDB architecture, Integration Hub, Flow Designer, and Performance Analytics.
• Strong understanding of REST and SOAP integrations and enterprise API strategy.
• Experience supporting DevOps and CI/CD practices within the ServiceNow ecosystem.
• Working knowledge of Agile and Scrum delivery methodologies.
• Experience managing ServiceNow platform upgrade and lifecycle management processes.

Skills

• ServiceNow platform roadmap development
• ServiceNow governance
• ITSM
• ITOM
• HRSD
• CSM
• SecOps
• GRC
• Architectural integrity
• Platform sprawl prevention
• Enterprise digital transformation
• Out-of-box capability adoption
• Customization minimization
• Team leadership
• Development standards
• Code review practices
• CI/CD discipline
• ServiceNow best practices
• Upgrade readiness
• EHR integration
• ERP integration
• Healthcare system integration
• Documentation management
• Configuration management
• Technical debt management
• Demand intake process management
• Project prioritization
• Sprint planning
• Release planning
• Capacity planning
• Staffing forecasting
• Budget management
• License optimization
• Executive dashboard development
• Roadmap progress tracking
• Sprint velocity tracking
• Backlog health monitoring
• Budget performance tracking
• Risk indicator monitoring
• Value realization metrics
• Business impact translation
• Platform performance review
• KPI establishment
• Automation gains measurement
• Ticket reduction
• SLA improvement
• Workflow efficiency improvement
• HIPAA compliance
• 21st Century Cures Act interoperability
• Security and Compliance partnership
• Audit readiness
• Role-based access control
• Data governance
• SOX controls support
• Internal audit documentation
• Platform budget management
• Vendor management
• Development resource management
• Automation ROI tracking
• Operational efficiency gains tracking
• Shadow IT reduction
• Platform consolidation
• Manual process reduction
• Quality of care promotion
• Patient and staff privacy
• HIPAA Privacy Final Rule compliance
• Enterprise resource capacity planning
• Project prioritization frameworks
• Risk management methodologies
• Mitigation planning
• Benefits realization tracking
• Enterprise governance structures
• ROI modeling
• Capital planning
• Financial performance analysis
• Margin improvement initiatives
• Operational efficiency initiatives
• Healthcare reimbursement models
• Medicare
• Medicaid
• Managed care environments
• Executive dashboard development
• EHR optimization support
• Clinical technology platforms
• Operational technology platforms
• Data visualization
• Reporting tools
• Power BI
• Tableau
• HL7 integration standards
• FHIR integration standards
• CRM platforms
• Care coordination platforms
• Data architecture principles
• Analytics strategy
• Executive presence
• Stakeholder engagement
• Communication skills
• Change management
• Strategic business insight translation
• Stakeholder influence
• ITOM
• HRSD
• CSM
• SecOps
• GRC
• CMDB architecture
• Integration Hub
• Flow Designer
• Performance Analytics
• REST integrations
• SOAP integrations
• Enterprise API strategy
• DevOps support
• Agile methodologies
• Scrum delivery methodologies
• ServiceNow upgrade management
• ServiceNow lifecycle management

Location

• Remote

Work Type

• Remote
• Full-time

Experience Level

• Senior

Salary/Compensations

• $150,000-$225,000

Benefits

• Competitive compensation package
• Tuition reimbursement for full-time staff
• Continuing education opportunities for all employees at no cost
• Opportunities for advancement
• Comprehensive insurance plans for medical, dental, and vision benefits
• 401(K) with employer match
• Paid time off
• Paid holidays
• Family and pet bereavement
• Pet insurance

About the Company

• At Elara Caring, we have a unique opportunity to play a huge role in the growth of an entire home care industry.
• Here, each employee has the chance to make a real difference by carrying out our mission every day.
• Join our elite team of healthcare professionals, providing the Right Care, at the Right Time, in the Right Place.
• At Elara Caring, we care where you are and believe the best place for your care is where you live.
• We know there’s no place like home, and that’s why our teams continue to provide high-quality care to more than 60,000 patients each day in their preferred home setting.
• Wherever our patients call home and wherever they are on their journey of health, we care.
• Each team member has a part to play in this mission.
• Being a part of something this great starts by carrying out our mission every day through your true calling: developing an amazing team of compassionate and dedicated healthcare providers.
• To continue to be an industry pioneer in delivering unparalleled care, we need a Senior Director of ServiceNow Platform & Development with commitment and compassion.
• Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people.
• Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful.
• They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.

Equal Opportunity

• We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements.
• Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.
• If you require assistance due to a disability in the application or recruitment process, please submit a request via email at recruiting@elara.com.