Senior Analyst IT Change Management - ServiceNow

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Responsible for leading the design, implementation, and continuous improvement of ITSM processes to ensure efficient, reliable, and compliant delivery of IT services across the organization. Plans and executes process improvement, service management, and change management projects. Focuses on governance, operational excellence, and continuous improvement of incident, change, request, problem, and knowledge management aligned with ITIL best practices and organizational requirements. Works with senior team members and leadership contributing to large, complex projects and work efforts.

Responsible for leading the design, implementation, and continuous improvement of ITSM processes to ensure efficient, reliable, and compliant delivery of IT services across the organization. Plans and executes process improvement, service management, and change management projects. Focuses on governance, operational excellence, and continuous improvement of incident, change, request, problem, and knowledge management aligned with ITIL best practices and organizational requirements. Works with senior team members and leadership contributing to large, complex projects and work efforts.

• Owns ITSM processes such as incident, change, request, problem, and knowledge management, ensuring accurate documentation and compliance with ITIL standards and organizational goals
• Drives initiatives to enhance and standardize workflows, foster continuous improvement, implement automation, and improve service quality
• Analyzes process performance metrics, KPIs, and SLAs to identify opportunities for automation and efficiency
• Serves as a liaison to and leads process review sessions with IS&T teams and stakeholders to identify and resolve process-related issues
• Leads ITSM process updates and trains colleagues on standard procedures

• High School Diploma/GED
• 5 years related work experience
• Expertise in ITIL and ITSM frameworks
• Ability to effectively deal with multiple and changing priorities
• Strong organizational and analytical skills
• Good communication and teamwork abilities

• Bachelor’s Degree
• ITIL Foundations certification
• Service Now CSA Certification
• Previous Business Analyst experience
  
  Previous Business Relationship Management experience

Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer:
This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Workday Day (United States of America)

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Thomas Jefferson University

515 Hamilton Street, Allentown, Pennsylvania, United States of America

Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow’s professional leaders for 21st-century careers;

and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health, nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region.

Jefferson Health Plans is a not-for-profit managed health care organization…