ServiceNow Analyst

We are seeking a skilled ServiceNow Analyst to join our IT team. In this role, you will be responsible for managing and optimizing the ServiceNow platform, ensuring smooth implementation and operation of workflows, modules, and integrations. Key responsibilities include analyzing business processes, configuring ServiceNow modules, troubleshooting issues, and providing support to end users. You will collaborate with various teams to drive process improvements and automation initiatives.

**This role can be worked hybrid or remote**

Approved remote states are Illinois, Indiana, Kansas, Kentucky, Michigan, Missouri, Ohio and Wisconsin

Education

Qualifications

• Bachelor’s degree required with an emphasis in computer science or other related field is required. Three to four years of experience in an information systems environment, particularly in specific areas such as business, finance, customer support or clinical operations may be considered in lieu of educational requirements.
  
  

Experience

• One (1) or more years of experience in Information Technology areas including project management, advanced support management, systems analysis, programming or other similar experience required. Relevant system experience in financial systems is required.
• Knowledge and experience with concepts and principles required for implementation and support of application systems in a large health system.
• Under immediate supervision, has demonstrated the ability to coordinate small to medium scale system projects from start to finish including development, measurement and reporting of key performance indicators and a commitment to continuous quality improvement.
  
  

Other Knowledge/Skills/Abilities

• Ability to analyze and estimate system requirements, develop alternatives and implement solutions.
• General understanding of computer systems including various hardware, operating systems, programming languages and data communications.
• Demonstrated analysis, planning, and organizational skills, as well as excellent verbal and written communication and customer service skills are required.
• Demonstrated understanding of business processes and system interdependencies.
• Demonstrated skills in developing and maintaining good interpersonal relationships.
  
  

Responsibilities

Identifies conflicting views or issues, and strives to identify the best solutions.

With limited supervision, documents issues, completes requests for service, and functions as a liaison between user departments, IS supervisors and software vendors.

With limited supervision, collects information from diverse sources and performs various analyses and summarization of the information and data in order to coordinate complex systems or projects.

Assists in evaluating anticipated and actual results of changes to information/process flow following implementation. Works with user community and peers to determine available options to meet workflow needs and under general supervision work with vendors to define and make any pertinent modifications.

Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values:

SAFETY: Prevent Harm - I put safety first in everything I do. I take action to ensure the safety of others.

COURTESY: Serve Others - I treat others with dignity and respect. I project a professional image and positive attitude.

• QUALITY: Improve Outcomes - I continually advance my knowledge, skills and performance. I work with others to achieve superior results.
• EFFICIENCY: Reduce Waste - I use time and resources wisely. I prevent defects and delays.
• Demonstrates thorough system/application knowledge; Provides system/application support as needed.
• Assists in monitoring and analysis of the operation of current software and hardware in the resolution of system problems; identifies and recommends areas of possible improvements.
• Assists in design, development, implementations, and maintenance of modules within applications which support multiple departments in the Health System.
• Assists in developing maintenance and support procedures for operations.
• Assists in developing test plans and in the testing of hardware/ software along a pre-defined test plan in order to minimize the number of live errors.
• Performs or coordinates security and access audits on systems supported, automating audits to streamline operations.
• Assists with requests from users for system changes, determines the nature and scope of project, evaluates vendor software packages, and assists in determining cost effectiveness of project.
• Assists with determination of system requirements, resource requirements, and the scheduling of activities for accomplishing the project.
• Under limited supervision coordinates all phases of the implementation of new systems or features and with upgrades to existing systems including delegation of tasks needed to complete the project. May coordinate multiple projects simultaneously.
• Promotes and demonstrates effective teamwork attitude utilizing input and ideas from others and readily offering assistance or feedback to others as needed, demonstrating user oriented focus.
• Assists with tasks and can serve as a facilitator and consultant to assist in analysis of process flow and implementation of change to improve quality of service.
• Support development and achievement of departmental goals and initiatives in a positive constructive manner at all times. Develop and achieve personal goals annually.
• Participate in development opportunities including but not limited to quality and employee classes as determine by manager and employee. (MHS, vendor, or scholastic provider; member of professional society).
• Subject to call back at all times. Must be available to support the organization and staff as necessary particularly in crisis or downtime situations.
• Performs other related work as required or requested.
  

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform tasks other than those specifically presented in this description.