Senior IT Service Management ServiceNow Analyst

Our promise to you:

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.

Responsible for gathering IT and business stakeholder requirements related to ServiceNow and transforming them into viable solutions. This position works directly with leaders in the Service Management Office to interpret requirements and educate on development activities. Additionally, this role plans, manages, documents, and analyzes functional and testing requirements, identifies gaps, and proposes alternative approaches. In addition, this position serves as a translator between technical teams and the business community, providing guidance on applications and solutions. Ensures alignment of IT solutions with business initiatives and develops minor enhancements to the ServiceNow application as needed.

• 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]

• Bachelor's [Required]

• Master's [Preferred]

• in IT, Computer Science, or MIS.

• in IT / Computer Science or MIS plus 2+ years of 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]

• N/A

• ServiceNow Certified System Administrator (CSA) [Required]

• Certified System Administrator (CSA) [Required]

• Information Technology Infrastructure Library (ITIL) [Preferred]

• ITIL 4 Foundation Certification (ITIL 4) [Preferred]

Certain positions are subject to Florida Level 2 background screening, including fingerprinting, as required by state law.

Applicants may review general information about Florida’s background screening requirements at the Florida Care Provider Background Screening Clearinghouse:
https://info.flclearinghouse.com/

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.