Senior IT Service Management ServiceNow Analyst

About the role

Coordinates with stakeholders to gather and document service requirements and specifications. Designs and implements service level agreements (SLAs) and operational level agreements (OLAs). Develops service design packages that include service models, architectures, and processes. Manages the transition of new or changed services into the live environment, ensuring minimal disruption. Oversees the configuration management process to maintain accurate records of service assets and configurations. Manages change requests and assesses their impact on existing services. Monitors and analyzes service performance to ensure compliance with SLAs and identify areas for improvement. Develops and maintains incident management processes to quickly resolve service disruptions. Implements problem management practices to identify root causes and prevent recurring issues. Coordinates release management activities to ensure smooth deployment of new or updated services. Provides training and support to service desk and operations staff on new or updated services. Collaborates with IT and business teams to ensure alignment of service management practices with organizational goals.

Responsibilities

• Knowledge of the Service Management toolsets / ServiceNow and how it relates to other ITSM processes.
• Strong understanding of CMDB and ServiceNow DB Architecture.
• Exposure in ServiceNow Implementations (ITSM, ITAM, SPM, ITOM, CSM) and platform upgrades.
• Self-motivated and disciplined, with excellent analytical, technical, and organizational skills.
• Demonstrated skills in data management, solving problems and able to work collaboratively within a team or independently.
• Strong oral and written communication skills.
• Knowledge of Service Management and how it relates to technology workflows throughout a healthcare organization.
• Proven ability to foster a culture of diversity and innovation within Service Management and Service Delivery.
• Understands technical and functional design requirements related to ServiceNow.
• Create and manage Catalog Items, scripts and workflow.
• Experience configuring and developing in ServiceNow.
• Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell.
• Experience in ServiceNow Catalog Management, Knowledge management and Reporting.
• Experience using a structured SDLC, or agile/scrum methodology.
• Proven experience of documenting Business Requirements, Functional Specifications, Test Scripts and Test Plans, and End User Training.

Requirements

• Bachelor's degree in IT, Computer Science, or MIS.
• Master's degree in IT / Computer Science or MIS preferred.
• 4+ years of enterprise experience in ITSM tools / ServiceNow.
• 4+ years of experience in healthcare environment.
• Experience configuring and developing in ServiceNow.
• Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell.
• Experience in ServiceNow Catalog Management, Knowledge management and Reporting.
• Experience using a structured SDLC, or agile/scrum methodology.
• Proven experience of documenting Business Requirements, Functional Specifications, Test Scripts and Test Plans, and End User Training.

Qualifications

• ServiceNow Certified System Administrator (CSA).
• ITIL 4 Foundation Certification (ITIL 4) preferred.

Skills

• Knowledge of Service Management and how it relates to technology workflows throughout a healthcare organization.
• Proven ability to foster a culture of diversity and innovation within Service Management and Service Delivery.
• Understands technical and functional design requirements related to ServiceNow.
• Create and manage Catalog Items, scripts and workflow.
• Experience using a structured SDLC, or agile/scrum methodology.
• Proven experience of documenting Business Requirements, Functional Specifications, Test Scripts and Test Plans, and End User Training.

Benefits

See details here.

Pay

$72,786.83 - $135,385.27

Schedule

Full time Shift Day (United States of America)