Associate Director - ServiceNow Platform and Development

Profile

Description

In the fast-paced, ever-growing world of Healthcare, Humana relies on the latest technology and trends for sharing and storing information, communication and security. We need experts in technology to help us develop and maintain our networks, hardware, and software-to ensure our systems run smoothly and efficiently, keep us on the forefront of innovation in healthcare, and retain our competitive edge. At Humana, we want to help people everywhere, including our associates lead their best lives and achieve lifelong well-being. We look for talented individuals who share this passion for helping others, who have naturally curious and innovative minds, and who want a career where they can use their technical skills to make a positive impact on the lives of our members.

Responsibilities

Humana is seeking an Associate Director that will support Humana's value proposition by providing leadership and direction for IT teams. They manage the work of their team, overseeing estimates, commitments, resource allocation, application lifecycles, and budgets. They also lead the people on their team, helping each team member develop and grow personally and professionally.

The Associate Director will;


Lead their team to build and refine estimates for proposed or assigned work and capabilities to be delivered by their area.
Define, track, and report delivery commitments, including description, date, and dependencies, to the project managers and other stakeholders.
Manage the life cycle for each technology or application owned by the team, and factor this information into estimates, commitments, and roadmaps.
Manage the architectural and related documentation for each technology or application owned by the team, ensuring that the documentation is current and adequate.
Implement IT strategies as applicable, such as DevOps or Operational Readiness.
Ensure that the work of their team meets standards for quality.
Develop and execute quality and satisfaction action plans as necessary.
Manage the budgets for their team (operating and subarea).
Know and manage the Total Cost of Ownership for any technology or application owned by their team.
Manage and develop the talent on their team, including engagement, well-being, and IDP creation, refining, and execution, with the goal of building and maintaining a high-performing team.
Serve as the point of contact for project managers (PMs), program managers (PMs), and business technology leaders (BTLs) that interact with their team.


Specifically, you will be the Associate Director over ServiceNow Platform Support and Development. This position will be responsible for the entire ecosystem at Humana covering platform operations and continued enhancements.

Within the Tools and Processes area, over the past 18 months, Humana has purchased and implemented various applications within the ServiceNow platform, specifically Service Management, Business Management, HR, Security Operations, Software Asset Management, Disaster Recovery and more are being added. The Enterprise Tools area is the IT owner of this platform and its various modules, monitoring, enhancing and maintaining its operation and being the Development Center of Excellence across the company. The new Associate Director will play a key role in the success and expansion of the ServiceNow platform at Humana and will grow and lead the team.

In short, this area deals with the development, enhancement and technical operation of ServiceNow (including patches and upgrades) that support various facets of the enterprise. We are seeking a confident, technically able manager to help further our delivery and lead our teams to success. We expect you to be a leader in both business and technical perspectives. The ideal candidate would be someone that has a background in ServiceNow. Actual experience in ServiceNow would be preferred, however an otherwise technically strong manager will be considered if they can demonstrate a strong background in full lifecycle development management, solid leadership and communication skills, and a desire to succeed in this space. A key tenant of this position is to be an advocate for the platform at Humana, to expand its usage and meet with business teams to understand their needs and how ServiceNow can meet them. The manager must be strong enough technically to lead the implementation of functionality, and have the business skills to sell the platform and win the confidence of our clients. Communication and presentation skills are key due to the significant investment that Humana has made in this platform, and the level of visibility it has to senior management. In 2021/2, we expect to see continued growth with the implementation of new modules as well as new development of custom applications for various business areas. The following is a summary of the overall activities that this position is responsible for;


Twice yearly upgrades for new ServiceNow releases
Monthly patch releases
Production Releases
Governance
Escalation of tickets from SRE
Instance management strategy
Monitoring of the instances
Clone Management
Plugins/Integrations
Development of new custom applications
Defining requirements and enhancement of existing modules
Participation in roadmap planning with product owners


Role Essentials


Bachelor's Degree in Computer Science, Information Technology or a related field, or equivalent experience
Directly applicable IT experience
Knowledge and experience of the software development lifecycle
Minimum of 10 to 15 years experience in Information Technology
Strong leadership and communication skills and ability to get results
Ability to partner and win the confidence of our business partners
Experience or knowledge of the Agile methodology


Role Desirables


Master's Degree in Business Administration or


a related field


Prior experience in the health solutions industry
Experience with resource management and managing direct reports (matrixed or direct reports)
Experience with complex technical environments
Experience with the ServiceNow platform, including certifications
Experience working in partnership with multiple vendors


Reporting Relationships

You will have 20 direct reports, and you will report to a Technology Director. This area is under the leadership of the SVP & Chief Information Officer.

Additional Information

Associates are required to be fully COVID vaccinated, including booster, or undergo weekly COVID testing and wear a face covering while at work. The weekly testing will need to be done through an approved Humana vendor, and unvaccinated associates should follow all social distancing and masking protocols if they are required to come into a Humana facility or work outside of their home.

If progressed to offer, candidates will be required to:


Provide proof of full vaccination, including booster OR
Provide proof of applicable exemption including any required supporting documentation


Medical, religious, and state exemptions will be available.

Work-At-Home Requirements


WAH requirements: Must have the ability to provide a high-speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.

A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.

Satellite and Wireless Internet service is NOT allowed for this role.

A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.


**Open to Remote virtual home office.

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Scheduled Weekly Hours

40

Company info

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