Principal Service Engineer IS Service Now- CMDB, APM/EA and ITAM - Remote

As a Service Engineer on the ServiceNow team, you’ll partner with stakeholders, developers, and product owners early in the lifecycle to design, operate, and continuously improve enterprise-scale services that empower caregivers. You’ll help shape the ServiceNow vision and roadmap—bringing deep technical expertise to guide decisions and deliver measurable outcomes across quality, cost efficiency, usability, and caregiver satisfaction. From turning requirements into clear designs and best practices to engineering resilient, secure, high-performance solutions, you’ll own problems end-to-end and drive them to lasting resolution. You’ll lead innovation, optimize platform performance and spend, strengthen disaster recovery readiness, and ensure every release is predictable, reliable, and production-ready. If you thrive on troubleshooting complex issues, building scalable systems, and making a real impact on the caregiver experience, this is your opportunity to lead from the front.

Responsibilities include:

Own product strategy, roadmap, and backlog for ServiceNow CMDB, APM, and Asset Management
Gather, analyze, and translate business requirements into user stories and acceptance criteria
Drive CMDB design, CSDM alignment, and data quality governance
Enable application lifecycle decisions (rationalization, modernization, retirement)
Collaborate with architects, developers, and operations teams using Agile/Scrum
Support UAT, adoption, and continuous platform improvements
Define and track KPIs, SLAs, and value realization

Providence supports 100% virtual work for residents located in the following States:

Alaska
Washington
Oregon
California

Providence caregivers are not simply valued – they’re invaluable. Join our team at Enterprise Information Services and thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we know that to inspire and retain the best people, we must empower them.

Required Qualifications:

Bachelor's Degree Computer Engineering, Computer Science, Mathematics, Engineering. Or equivalent education/experience
8 years Related experience; more preferred.
Strong experience in automation, specifically related to deployment, recovery, or other manual processes.
Strong experience with n-tier solutions.
Strong experience with resilience modeling (failure mode analysis) and ability to simulate service outages for point solutions (automated) and platforms (manually).
Strong experience influencing engineering team members in translating customer and technical requirements into service architecture to meet Quality of Service Expectations.
Strong experience leading and representing the Service in backlog discussions and standups to establish appropriate prioritization of Live Site requirements.
Strong experience leveraging data and metrics to drive behavior, process, and priority decisions. Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Strong experience in advanced problem solving using systematic procedures and investigating problems utilizing root cause analysis.

Preferred Qualifications:

Strong experience with ServiceNow CMDB and Application Portfolio Management
Solid understanding of CSDM and CI relationships
Experience as a Product Owner, Business Analyst
Agile/Scrum delivery experience
Strong stakeholder management and communication skills
ServiceNow Certifications (CSA, CAD, CMDB, APM, EA, ITAM)
Experience with ServiceNow integrations

Salary Range by Location:

AK: Anchorage: Min: $68.33, Max: $116.36

AK: Kodiak, Seward, Valdez: Min: $71.23, Max: $121.29

California: Humboldt: Min: $71.23, Max: $121.29

California: All Northern California - Except Humboldt: Min: $79.92, Max: $136.08

California: All Southern California - Except Bakersfield: Min: $71.23, Max: $121.29

California: Bakersfield: Min: $71.23, Max: $121.29

Oregon: Non-Portland Service Area: Min: $63.70, Max: $108.47

Oregon: Portland Service Area: Min: $68.33, Max: $116.36

Washington: Western - Except Tukwila: Min: $71.23, Max: $121.29

Washington: Southwest - Olympia, Centralia: Min: $68.33, Max: $116.36

Washington: Clark County Washington: Min: $68.33, Max: $116.36

Washington: Tukwila: Min: $71.23, Max: $121.29

Washington: Eastern: Min: $60.81, Max: $103.54

Washington: Southeastern: Min: $63.70, Max: $108.47

Why Join Providence?

Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally, and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.

Accepting a new position at another facility that is part of the Providence family of organizations may change your current benefits. Changes in benefits, including paid time-off, happen for various reasons. These reasons can include changes of Legal Employer, FTE, Union, location, time-off plan policies, availability of health and welfare benefit plan offerings, and other various reasons.

At Providence, our strength lies in Our Promise of “Know me, care for me, ease my way.” Working at our family of organizations means that regardless of your role, we’ll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.

Posted are the minimum and the maximum wage rates on the wage range for this position. The successful candidate's placement on the wage range for this position will be determined based upon relevant job experience and other applicable factors. These amounts are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Providence offers a comprehensive benefits package including a retirement 401(k) Savings Plan with employer matching, health care benefits (medical, dental, vision), life insurance, disability insurance, time off benefits (paid parental leave, vacations, holidays, health issues), voluntary benefits, well-being resources and much more. Learn more at providence.jobs/benefits.

Applicants in the Unincorporated County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Unincorporated Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Providence Shared Services is a service line within Providence that provides a variety of functional and system support services for our family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

Providence is proud to be an Equal Opportunity Employer. We are committed to the principle that every workforce member has the right to work in surroundings that are free from all forms of unlawful discrimination and harassment on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law. We believe diversity makes us stronger, so we are dedicated to shaping an inclusive workforce, learning from each other, and creating equal opportunities for advancement.

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