Workflow and Automation Platform Director (Hybrid)

CareFirst, Inc.; Reston (VA); On-site; USD 163,000 - 303,000; Full time

Job summary

CareFirst, Inc. is seeking a senior Systems Engineer to lead the Workflow Automation Platform and drive strategy for ServiceNow and PEGA across the enterprise. You will define roadmaps, govern adoption, and ensure reliable, secure operations for users and product teams.

The role requires leading cross-functional teams, building strong partner relationships, and delivering measurable value while aligning with FEPOC business outcomes. A Bachelor’s degree and 8+ years of experience are expected.

Qualifications

• Bachelor's degree in a related field required; 4 additional years of relevant work experience may substitute for degree.
• 8+ years of related professional experience; 3 years in management.

Responsibilities

• Define and communicate multi-year strategy for workflow automation across ServiceNow and PEGA.
• Lead stand-up, governance, and scaling of ServiceNow platform including roadmap and adoption strategy.
• Own enterprise service agenda and roadmap; identify and prioritize new use cases for ServiceNow and PEGA.
• Ensure platform health, availability, performance, scalability, and secure operations for end users and product teams.
• Partner with the ServiceNow team to ensure timely support, issue resolution, and compliance with SLAs.
• Implement structured intake to gather and act on improvement recommendations from service-oriented product teams.
• Oversee continuous improvement of core modules/workflows (case management, requests, approvals, knowledge, reporting).

Skills

Leadership

Strategic Planning

Stakeholder Management

Communication

Change Leadership

Education

Bachelor's Degree in Computer Science/IT or related field

Tools

ServiceNow

PEGA

Liferay

Platform Integrations & APIs

Workflow Automation

CMDB/Configuration Management

Platform Security & Access

Monitoring & Reporting

Job description

Resp & Qualifications

PURPOSE:

Responsible for creating functional technical strategies and specific objectives for systems engineering. Ensures organizational procedures are aligned to maintain compliance with industry standards. Act as a trusted advisor to business and technology leadership on the design and effective operation of controls. Lead a systems engineering team, including management of development needs and resource planning.

ESSENTIAL FUNCTIONS:

• Define and communicate the multi-year strategy for workflow automation across ServiceNow and PEGA, aligned to Platform Engineering priorities and FEPOC business outcomes.
• Lead the stand-up, governance, and scaling of the ServiceNow platform, defining the roadmap, operating model, and adoption strategy to expand enterprise capabilities and drive measurable value.
• Own the enterprise service agenda and roadmap, identifying and prioritizing new use cases to leverage investments in ServiceNow and PEGA to expand a consistent, next-generation service experience.
• Serve as accountable owner for ServiceNow and PEGA platform healthavailability, performance, scalability, and secure operations for end users and product teams.
• Build a strong partnership with the ServiceNow team to drive accountability for timely support, issue resolution, and compliance with contractual service agreements.
• Implement structured intake processes to gather, prioritize, and act on improvement recommendations from service-oriented product teams, ensuring the workflow automation ecosystem evolves to meet needs.
• Oversee continuous improvement of core modules and workflows, such as case/service management, request/fulfillment, approvals, knowledge, reporting, ensuring consistent user experience and process outcomes.
• Ensure upgrades, patching, vulnerability remediation, and enhancements are executed with minimal disruption, clear change communication, and measurable reduction in operational risk.
• Set integration standards and partner with integration/data/API teams to ensure reliable connectivity, data exchange, and event/trigger patterns across enterprise systems.
• Champion initiatives to drive adoption, user engagement, and alignment with organizational transformation goals.
• Provide strategic vision for new and supported systems by creating roadmaps/value maps in partnership with business stakeholders and IT leadership. Ensure that the appropriate technology and methodologies are applied when translating business requirements into technical and functional solutions. This position will be involved in strategic technology planning and will oversee solution architecture across the current and future portfolio.
• Plan and execute the department strategy to improve service delivery and the organization. Implement strategies to enable meeting goals and expectations; gather information, frame problems, devise/execute plans, track progress, adjust plans and demonstrate outcomes.
• Oversee a high performance, system engineering team and create an organization that delivers both compelling system vision and implementation.

SUPERVISORY RESPONSIBILITY:

This position manages people.

QUALIFICATIONS:

Education Level: Bachelor's Degree in Computer Science, Information Technology, or related field OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.

Licenses/Certifications Upon Hire Preferred:

• Certified Ethical Hacker (CEH).

Experience: 8 years. Related professional experience. 3 years Management experience.

Preferred Qualifications

• Master's degree

Knowledge, Skills and Abilities (KSAs)

• Ability to present technical and non technical information to multiple audiences.
• Ability to build relationships across a variety of partner groups in a global environment.
• Ability to plan and manage complex projects.
• Knowledge of engineering theory and design criteria.
• Proficiency with various systems engineering tools and processes.
• Business Skills: Business Innovation, Functional Strategy & Execution, Organizational Effectiveness, Vendor/Partner Management, Regulatory Compliance Awareness, Technology Investment Planning
• Leadership Skills: Change Leadership, Cross-Functional Collaboration, Strategic Decision-Making, Stakeholder Relationship Management, Flexibility & Adaptability, Team Development & Motivation
• Technical Skills: ServiceNow, Pega, LifeRay Platform Administration, Platform Integration & APIs, Workflow Automation & Orchestration, CMDB & Configuration Management, Platform Security & Access Control, Performance Monitoring & Reporting
• Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.

Salary Range: $163,440 - $303,386

Salary Range Disclaimer

The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).

Department

Workflow Automation Platform

Equal Employment Opportunity

CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of theCompany to provide equal employment opportunities to allqualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Federal Disc/Physical Demand

Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.

PHYSICAL DEMANDS:

The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.

Sponsorship in US

Must be eligible to work in the U.S. without Sponsorship

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