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About the Role

Elara Caring is seeking a Senior Director of ServiceNow Platform & Development to lead the internal development of their ServiceNow platform. This role is crucial for aligning ServiceNow initiatives with the company's enterprise digital transformation strategy and ensuring the platform supports high-quality patient care.

Responsibilities

• Define and execute the multi-year ServiceNow platform roadmap.
• Establish and enforce governance models across ServiceNow modules.
• 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 Development
• ITSM
• ITOM
• HRSD
• CSM
• SecOps
• GRC
• CMDB architecture
• Integration Hub
• Flow Designer
• Performance Analytics
• REST integrations
• SOAP integrations
• Enterprise API strategy
• DevOps
• CI/CD
• Agile methodologies
• Scrum methodologies
• ServiceNow platform upgrade
• Lifecycle management
• EHR integration
• ERP integration
• Healthcare systems integration
• Data visualization
• Reporting tools
• Power BI
• Tableau
• HL7
• FHIR
• CRM platforms
• Care coordination platforms
• Data architecture
• Analytics strategy
• Risk management
• Capacity planning
• Project prioritization
• ROI modeling
• Capital planning
• Financial performance analysis
• Margin improvement
• Operational efficiency
• Healthcare reimbursement models
• Change management
• Stakeholder influence

Location

• Remote

Work Type

• Remote
• Full-time

Experience Level

• Senior

Education Level

• Tuition reimbursement for full-time staff and continuing education opportunities for all employees at no cost

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 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.
• To continue to be an industry pioneer in delivering unparalleled care, we need a Senior Director of ServiceNow Platform & Development with commitment and compassion.

Equal Opportunity

• Elara Caring provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age (40 and older), national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, protected veteran status, or any other basis prohibited under applicable federal, state or local law.