LEAD ANALYST SERVICENOW

WE ARE HEALTHCARE SYSTEMS OF AMERICA. Our mission is to elevate healthcare standards, improve patient outcomes, and create value for communities across the United States. Healthcare Systems of America (HSA) is more than a healthcare provider-we're a community built on excellence, innovation, and compassion. If you're looking for a career that makes a difference, empowers you to grow, and gives you the opportunity to impact lives, HSA is where you belong.

Healthcare Systems of America operates 8 community hospitals across 3 states. We service a multitude of patients and their families across our vast network, while remaining committed to the professional development of our staff, the functional improvement of our patients, and the cultivation of strong partnerships within our communities.

WHAT WE OFFER

• Career Growth & Development - We are an essential, stable and growing company with many opportunities for training and advancement within the medical field that all employees and team members can benefit from.
• Supportive & Inclusive Culture - We foster an environment where every team member is valued, heard, and empowered to succeed.
• Meaningful Work - Every day, you'll contribute to patient care, cutting-edge medical solutions, and life-changing treatment.

POSITION SUMMARY

The Lead ServiceNow Analyst plays a critical role in managing and optimizing the ServiceNow platform to enhance IT support for Healthcare Systems of America. This position will lead the development, integration, and deployment of a comprehensive IT Service Management (ITSM) and IT Operations Management (ITOM) solution. Additionally, the Lead Analyst will serve as the primary point of contact for all ServiceNow modules, including Incident Management, Strategic Portfolio Management, and Hardware Asset Management.

This individual ensures the seamless operation of ServiceNow applications and workflows, supporting clinical operations, administrative functions, and patient care. The ideal candidate will act as a trusted advisor to IT leadership, playing a pivotal role in identifying opportunities for continuous improvement and driving increased efficiency within the ServiceNow environment.

While this role does not involve direct people management, it requires oversight of a team of two ServiceNow analysts, ensuring effective collaboration and successful project execution.

PRIMARY RESPONSIBILITIES

• Lead the end-to-end implementation of ServiceNow across the organization, ensuring the successful deployment of key modules and capabilities, including:
• IT Service Management (ITSM)
• IT Operations Management (ITOM)
• Incident Management
• Strategic Portfolio Management (SPM)
• Hardware Asset Management (HAM)
• Oversee the integration of future hospitals into the ServiceNow platform, ensuring seamless adoption and functionality across the organization's network
• Serve as a trusted advisor to IT leaders, offering recommendations and insights to enhance ServiceNow capabilities, workflows, and tooling opportunities
• Develop and implement innovative solutions to streamline workflows for critical hospital operations, including incident management, asset tracking, and patient information systems
• Lead the integration of ServiceNow with Electronic Health Records (EHR), Laboratory Information Systems (LIS), PACS, and other clinical applications
• Collaborate with executive leadership, IT teams, clinical departments, and administrative staff to gather requirements and design solutions that align ServiceNow functionalities with broader organizational goals and IT strategies
• Oversee and mentor a team of two ServiceNow analysts, ensuring efficient project execution and alignment with organizational objectives
• Provide training and mentorship to IT teams and hospital staff, empowering them to maximize the potential of ServiceNow tools
• Develop customized dashboards and reporting tools to monitor system performance, identify bottlenecks, and deliver actionable insights to leadership, showcasing ServiceNow's organizational value
• Ensure all ServiceNow applications adhere to HIPAA, HITECH, and other healthcare regulatory standards to protect patient data and maintain IT system integrity
• Act as the escalation point for ServiceNow-related issues, coordinating with IT staff to resolve challenges and ensure consistent system uptime

EXPERIENCE/EDUCATION REQUIREMENTS

• Bachelor's degree in Information Technology, Healthcare Informatics, or a related field (Preferred)
• 5-7 years of hands-on experience with ServiceNow in a hospital or healthcare IT environment
• 2 years of experience in a leadership or senior analyst role, demonstrating strong team management and strategic planning capabilities.
• Proven experience in system integrations, ideally within a healthcare setting or large, complex organizational environment
• ServiceNow Certified System Administrator and/or ServiceNow Certified Implementation Specialist (Preferred)

SKILLS/REQUIREMENTS

• Advanced Knowledge of ServiceNow modules relevant to healthcare, including IT Service Management (ITSM), IT Operations Management (ITOM), Human Resources Service Delivery (HRSD), and Asset Management
• Familiarity with healthcare-specific systems such as EHR platforms (Epic, Cerner, Meditech) and interoperability standards like HL7 and FHIR

• Proven experience in analyzing hospital IT workflows and designing ServiceNow solutions to enhance operational efficiency and support patient care initiatives
• Strong analytical and problem-solving skills, with a keen ability to identify and address technical challenges effectively
• Excellent communication and interpersonal abilities, capable of engaging with stakeholders at all levels, including executive leadership
• Demonstrated ability to work independently with minimal supervision, while effectively leading teams and managing multiple projects and priorities
• Project management experience or certifications (e.g., PMP, Scrum Master) is highly desirable and considered a strong asset