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It’s no secret that the war for great talent is in full swing, and if you are in the ServiceNow ecosystem, your skills are in high demand. Add in the accelerated disruption in healthcare IT and the solutions ServiceNow is bringing to the market, and you’re in the driver’s seat when it comes to choosing a ServiceNow career path. So, how do you determine which ServiceNow solution expertise will deliver the highest return? And, with ServiceNow verticalizing across multiple industries, on which domain should you focus? If you’re trying to find the right path for your ServiceNow journey and how to best navigate the ServiceNow opportunities, let me offer some insight into your decision.

Historically, the healthcare sector has been a technological laggard, but that is no longer the case. According to CHIME President and CEO Russell P. Branzell, “Digital transformation in healthcare has accelerated to an unprecedented level since 2020, and the next few years will bring a wave of innovation that empowers healthcare consumers and will astound the industry.” (1) This sentiment is especially true in the context of a ServiceNow practice where healthcare providers can embrace pandemic-driven acceleration to drive the modernization of IT infrastructure and transform clinical experiences.

Job satisfaction is negatively affected when people feel weighed down by low-level tasks or can’t get the information they need—a central pain point for clinical staff that ultimately affects patient care. Healthcare providers choose ServiceNow and Optimum HIT to transform clinical workflows and make it easier for clinical staff to focus on patients by automating and streamlining the IT service desk function.

Patients expect healthcare providers to provide a personalized approach to addressing their needs. To meet this demand, providers must have deep, data-driven insights about their patients in real-time. Consumerism is also driving changes to patient care, expanding the number of patient touchpoints across telehealth to urgent care facilities and self-service options. The Now Platform enables providers to provide a consistent and coordinated care experience.

If you are passionate about improving the health and well-being of people through technology, no other domain in the ServiceNow ecosystem offers a better opportunity for career fulfillment. In the Rome release, ServiceNow launched Healthcare and Life Sciences Service Management Core (HCLS), which provides a data model for healthcare industry solutions, including a workspace for viewing patient information. Our access to clinical consultants has positioned Optimum as a key ServiceNow partner in developing use cases to effectively leverage the architecture and capabilities of HCLS SM.

The insight and expertise we gain from our ServiceNow partnership directly benefits our employees and our clients. Our clients are empowered to realize the total value of the platform by accelerating their digital transformation through thoughtful and intentional architecture and implementation of IT workflows and the HCLS data model. And our employees can impact real lives while influencing technological innovation.

So, which ServiceNow opportunities will deliver the highest return? Layering HCLS development skills on top of your current specialization will not only offer a solid financial return but will also increase your level of career fulfillment and satisfaction.  Developing deep domain experience in the ServiceNow healthcare vertical while it’s at ground zero is a once-in-a-lifetime opportunity, and I’m honored to be a part of it.

Robert Elliott has been helping clients provide innovative technology solutions to business challenges using the ServiceNow platform and applications for over a decade. In addition to the IT Business Management (ITBM) product suite, Robert has experience working with ServiceNow as an application development platform and with the products within ITSM, ITOM, ITAM, and HRSD. Before returning to consulting, Robert most recently ran the ServiceNow program for a leading research hospital.

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