ServiceNow Process Engineer Analyst Hybrid
ServiceNow Process Engineer Analyst Hybrid
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Salary Not Disclosed
1 Vacancy
Job Description
General Summary
Responsible for gathering understanding and analyzing user requirements to develop new and/or modify existing business applications which create significant business value in a dynamic healthcare environment. Partner with the ITSM Service Operations Team UMMS IT and business entities to ensure highly effective and consistent use of the ServiceNow Platform. Work is performed under limited supervision. Direct report to the Manager Information Technology.
Principal Responsibilities and Tasks
The following statements are intended to describe the general nature and level of work being performed by individuals assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.
- Responsible for bridging the gap between business needs and technology solutions ensuring that our ServiceNow applications and business processes align with our organizational goals.
- Lead workshops with business teams for customer processes document findings develop/propose workflows and design documents for existing and new workflows to maximize the capabilities of the ServiceNow platform.
- Gather data and create data and/or process visualizations to more deeply understand key issues and associated impacts.
- Document business and functional requirements to create stories needed to implement modify and improve the ITSM system functionality to enhance business and IT operations.
- Support testing of system modifications and upgrades/updates by developing test cases overseeing user testing and documenting results.
- Train new users in the use of ServiceNow platform and associated interfaces/integrations; develop and maintain technical guides to inform and educate staff in the use of the ITSM system.
- Prepare various types of written documentation (e.g. application documentation analytical reports functional specifications training manuals and status reports).
- Provide recommendations and implementation strategies for improving business processes procedures and workflows.
- Assess complex data sets perform root cause analysis and make recommendations for improvements.
- Participate in periodic audits of ServiceNow system configuration and transactions to ensure compliance with UMMS policies and regulatory requirements.
- Work with stakeholders to define and understand system requirements building strong relationships and trust.
- Work with developers and architects to ensure developed solutions meet customer expectations.
- Partner with internal teams to evaluate demand and develop priorities timelines and level of effort for requested system changes.
- Identify trends and patterns in data to deliver on Key Performance Indicators across business units and make/recommend strategic business decisions.
- Perform process modeling and documentation including reports and dashboards to define business KPIs and value targets.
- Monitor process performance metrics track improvements and report on key performance indicators (KPIs) to stakeholders and management.
- Ensure accurate data and create reports visualizations filters and dashboards.
- Recommend new ServiceNow platform functionality keeping abreast of new features and enhancements.
- Stay up to date with the latest ServiceNow features releases and industry trends to drive continuous improvement and innovation.
- Perform other duties as assigned.
Qualifications :
Education/Experience
- Bachelors degree in Computer Science Information Technology Business Administration or related field or the equivalent combination of education training and experience.
- Five (5) plus years of experience with large scale ITSM systems in an enterprise environment including enduser support; report development system analysis for fit to business needs adhoc analysis and auditing of system data and use of Agile for development and delivery.
- Three (3) plus years of experience working with the ServiceNow platform as an ITSM Business Analyst Engineer or similar role within the above Five (5) plus years of experience.
- Experience in ServiceNow implementations preferred.
- Experience working in a healthcare environment preferred.
- Certified System Administrator and other ServiceNow certifications preferred.
Knowledge Skills and Abilities
- Advanced knowledge and understanding of ITIL Incident Problem Change Configuration and Request Management processes.
- Advanced knowledge and deep understanding of the ServiceNow platform including ITSM ITOM PPM and other interrelated modules.
- Advanced knowledge of process engineering with emphasis on ServiceNow implementations and process transformation.
- Ability to translate business and functional requirements into sustainable ServiceNow solutions.
- Working knowledge of Agile Methodologies.
- Working knowledge and experience in all project life cycle phases including fit/gap analysis product design build test implementation and stabilization.
- Ability to promote a sense of collaboration among departments with different goals and objectives.
- Ability to present process and data in a clear and concise manner with verbal communications and written/image projection.
- Advanced skill using innovative thinking to solve problems and facilitate the decisionmaking process.
- Advanced skill communicating complex technical concepts to nontechnical audiences.
- Advanced skill to influence negotiate and persuade to reach agreeable exchange and positive outcomes.
- Advanced skill presenting findings conclusions alternatives and information clearly and concisely.
- Advanced skill developing and maintaining collaborative working relationships with all levels of leadership staff and vendors.
- Advanced analytical skills to include summarizing information and clearly identifying key elements patterns results or relationships.
- Advanced analytical conceptual thinking planning organizational and problemsolving skills.
- Advanced skill to communicate effectively with all levels of leadership and staff.
- Demonstrated ability to perform detailed tasks with a high degree of accuracy.
- Advanced skill in the use of Microsoft Office Suite (e.g. Access Excel Word PowerPoint).
- Advanced verbal written and interpersonal communication skills.
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
