Senior Director ServiceNow Platform and Development - Remote

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.

Job Description:

Senior Director, ServiceNow Platform Development - Remote

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. This means you have countless ways to make a difference as a Senior Director of ServiceNow Platform & Development. 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. Are you one of them? If so, apply today!

Why Join the Elara Caring mission?

• Work in a collaborative environment.
• Be rewarded with a unique opportunity to make a difference
• Competitive compensation package
• Tuition reimbursement for full-time staff and 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

As a Senior Director of ServiceNow Platform & Development you’ll contribute to our success in the following ways:

• 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.

What is Required?

• 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.

• TRAVEL: Some travel required <5%

You will report to the Chief Information Officer

The base salary for this position is $150,000-$225,000 based on the company’s good faith estimate at the time of posting. Actual pay will be determined based on factors such as education, experience, skills, and internal equity.

Equal Employment 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 [email protected].

Pay & Benefit Information: Compensation for this role will be determined based on a variety of factors, including qualifications, skills, competencies, and relevant experience. Elara offers a broad range of benefits. Learn more at https://careers.elara.com/us/en/benefits

EVerify: Elara Caring participates in E-Verify after a job offer is accepted and Form I-9 completed.