Senior IT Service Management ServiceNow Analyst

Our promise to you:

Joining Advent Health 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. Advent Health 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.

All the benefits and perks you need for you and your family:

* 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

Schedule:

Full time

Shift:

Day (United States of America)

Address:

900 HOPE WAY

City:

ALTAMONTE SPRINGS

State:

Florida

Postal Code:

32714

Job Description:

Responsible for gathering IT and business stakeholder requirements related to Service Now 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 Service Now 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, Skills, and Abilities:

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

* Strong understanding of CMDB and Service Now DB Architecture. [Required]

* Exposure in Service Now 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 Service Now. [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 / Service Now [Preferred]

* 4+ experience [Required]

* Enterprise experience in healthcare environment [Preferred]

* Equivalent experience [Required]

* Experience configuring and developing in Service Now is [Preferred]

* Experience in one (or more) scripting languages:
JavaScript, Python, Perl, Unix Shell, Windows Shell [Preferred]

* Experience in Service Now Catalog Management, Knowledge management and Reporting. [Required]

* Experience in Service Now multiple implementations and upgrades. [Preferred]

* Experience using a structured SDLC, or agile/scrum methodology required. [Required]

* Proven experience of documenting Business Requirements, Functional…