Senior IT Service Management ServiceNow Analyst

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. Other duties as assigned.

• Knowledge of the Service Management toolsets / ServiceNow and how it relates to other ITSM processes. [Required]

• Strong understanding of CMDB and ServiceNow DB Architecture. [Required]

• Exposure in ServiceNow Implementations (ITSM, ITAM, SPM, ITOM, CSM) and platform upgrades. [Required]

• Self-motivated and disciplined, with excellent analytical, technical, and organizational skills. [Required]

• Demonstrated skills in data management, solving problems and able to work collaboratively within a team or independently. [Required]

• Strong oral and written communication skills. [Required]

• Knowledge of Service Management and how it relates to technology workflows throughout a healthcare organization [Preferred]

• Knowledge of Application Portfolio Management (APM) and how it relates to Technology Business Management (TBM) workflows. [Preferred]

• Proven ability to foster a culture of diversity and innovation within Service Management and Service Delivery. [Preferred]

• Understands technical and functional design requirements related to ServiceNow. [Preferred]

• Create and manage Catalog Items, scripts and workflow. [Preferred]

Education:

• Bachelor's [Required]
• Master's [Preferred]

Field of Study:

• in IT, Computer Science, or MIS.
• in IT / Computer Science or MIS plus 2+ years of experience

Work Experience:

• 4+ enterprise experience in ITSM tools / ServiceNow [Preferred]
• 4+ experience [Required]
• Enterprise experience in healthcare environment [Preferred]
• Equivalent experience [Required]
• Experience configuring and developing in ServiceNow is [Preferred]
• Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell [Preferred]
• Experience in ServiceNow Catalog Management, Knowledge management and Reporting. [Required]
• Experience in ServiceNow multiple implementations and upgrades. [Preferred]
• Experience using a structured SDLC, or agile/scrum methodology required. [Required]
• Proven experience of documenting Business Requirements, Functional Specifications, Test Scripts and Test Plans, and End User Training [Required], * ServiceNow Certified System Administrator (CSA) [Required]
• Certified System Administrator (CSA) [Required]
• Information Technology Infrastructure Library (ITIL) [Preferred]
• ITIL 4 Foundation Certification (ITIL 4) [Preferred]

Pulled from the full job description

• 403(b)
• Paid parental leave
• Parental leave
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * Benefits from Day One: Medical, Dental, Vision Insurance, Life Insurance, Disability Insurance
• Paid Time Off from Day One
• 403-B Retirement Plan
• 4 Weeks 100% Paid Parental Leave
• Career Development
• Whole Person Well-being Resources
• Mental Health Resources and Support
• Pet Benefits

Joining AdventHealth is about being part of something bigger. It's about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.