IT Service Management Analyst II

SHIFT: Day (United States of America)

Children’s Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation. At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care—and your career.

About the role

Demonstrates advanced understanding of the ITIL Service Lifecycle Framework including: service strategy, design, transition, operation, and continual improvement. Demonstrates advanced understanding of business continuity, disaster recovery planning, risk management, change management, data classification and asset management concepts. Demonstrates advanced knowledge of IT service support procedures, the software development life cycle (SDLC), quality and business continuity management best practices. Provides exceptional customer service to all business areas to assist in the delivery of DTS IT Service Management (ITSM).

Responsibilities

This position will lead the on-going process development and optimization of IT Service Management (ITSM), with a primary focus on Request Management and Enterprise Employee Service Portal enhancements. The position will partner with DTS teams and stakeholders to identify opportunities for process improvement, enhance customer experience, and drive the effective use of ServiceNow capabilities across the organization.

• Candidate for this role will also need to have experience in all areas of ITSM (to serve as a back-up on an as needed basis), including Incident, Change, Asset, Knowledge, and/or CMDB Management.
• Develops policies, procedures and job aids to support the work of the ITSM throughout the organization.
• Works with minimal supervision to support team initiatives, however, is able to solve problems independently and solicits ideas from others to help assess and resolve issues and/or develop plans of action to remediate.
• Demonstrates expertise in the essential skills of requirements gathering, process design, process mapping, implementation, and documentation.
• Performs appropriate and timely flow of business critical information through both excellent written and verbal communication strategies.
• Performs advanced functions of analysis, development, implementation, and evaluation.
• Assists in the development, evaluation, standardization, and maintenance of new & existing ITSM processes that support the organization.
• Collaborates with team members and is able to work with little to no instruction on new tasks, assignments and project initiatives.
• Assists senior members of the team in project initiatives.
• Communicates and collaborates with various departments in the organization to assist with the facilitation and implementation of new or improved ITSM process changes - both verbally and through written documentation.
• Identifies and assesses issues that may have an impact on operational and project work.
• Must be available after business hours (such as evenings and weekends) to support unplanned events, command centers, and planned downtimes occurring outside of business hours to accommodate CHOP business needs. Must be willing to support an on-call schedule.

Requirements

• Bachelor's Degree in Computer Science, Emergency Management, Healthcare or Business related field.
• At least three (3) years demonstrated experience in Information Technology, Business Continuity, or healthcare.
• Four (4) years in Information Technology, Business Continuity, or healthcare (preferred).

Skills

• Understand and comply with all enterprise and DTS departmental information security policies, procedures and standards.
• Support the integration of information security in the development, design, and implementation of Hospital Technology Resources that process, transmit, or store CHOP information.
• Support all compliance activities related to state, federal regulatory requirements, healthcare accreditation standards, and all other applicable regulations that govern the use and disclosure of patient, financial, or other confidential information.

Qualifications

• IT Infrastructure Library Foundations (ITIL) - or any similar ITSM framework certifications (preferred).
• Certified Emergency Manager (CEM) - International Association of Emergency Managers (preferred).
• Certified Healthcare Emergency Professional (CHEP) - International Association of Emergency Managers (preferred).
• Certified Information Systems Auditor (CISA) - Information Systems Audit and Control Association (ISACA) (preferred).
• Certified Information Systems Security Professional (CISSP) - International Information System Security Certification Consortium (preferred).

Benefits

As a condition of employment, CHOP employees who work in patient care buildings or who have patient facing responsibilities must receive an annual influenza vaccine.

Pay

Salary range: $101,300.00 - $129,100.00 Annually. Salary ranges are shown for full-time jobs. If you're working part-time, your pay will be adjusted accordingly. At CHOP, we are committed to fair and transparent pay practices. Factors such as skills and experience could result in an offer above the salary range noted in this job posting.