ITSM Intermediate Analyst

Location: Crestview Hills

ITSM Intermediate Analyst – St. Elizabeth Healthcare

Join St. Elizabeth Healthcare as an ITSM Intermediate Analyst to support the design, configuration, and maintenance of IT Service Management processes and the Service Now platform. This role ensures reliable service operations, process improvements, and alignment with organizational goals.

Why You’ll Love Working With Us

zabeth Healthcare, every role supports our mission to provide comprehensive and compassionate care to the communities we serve. For more than 160 years, we have been a trusted provider of quality care across Kentucky, Indiana, and Ohio. Our associates are the heart of everything we do.

Benefits

• Competitive pay and comprehensive health coverage within the first 30 days
• Generous paid time off and flexible work schedules
• Retirement savings with employer match
• Tuition reimbursement and professional development opportunities
• Wellness, mental health, and recognition programs
• Career advancement through mentorship and internal mobility

Job Summary

The principal purpose of an Intermediate IT Service Management (ITSM) Analyst is to support the design, configuration, and maintenance of IT Service Management processes and the Service Now platform. This role exists to ensure reliable service operations, assist in process improvements, and help align IT services with organizational objectives. Demonstrate respect, dignity, kindness, and empathy in each encounter with all patients, families, visitors, and other employees regardless of cultural background.

Platform

Administration & Development

• Administer and support the Service Now platform to maintain stability and performance.
• Configure and enhance Service Now modules, workflows, and business rules under established standards.
• Assist in customizing applications for ITSM and CMDB modules to meet business requirements.
• Integrate enterprise systems with the Service Now platform.
• Build and maintain dashboards and reports using Performance Analytics.

ITSM Process Enablement

• Collaborate with process owners to ensure Service Now aligns with ITIL-based service management practices.
• Support core ITSM workflows (incident, problem, change, request) and contribute to process improvements.
• Implement basic automation solutions to streamline repetitive tasks.

Collaboration & Knowledge Sharing

• Work closely with service desk and technical teams to resolve platform-related issues.
• Share knowledge and provide guidance to junior team members when needed.
• Prepare documentation for configurations, workflows, and user guides.

Business Relationships & Customer Service

• Respond promptly to customer requests and incidents, ensuring resolution within SLAs.
• Maintain clear communication with stakeholders throughout issue resolution.
• Deliver a positive user experience through professional and helpful interactions.

Governance & Compliance

• Follow platform governance guidelines and ensure compliance with internal policies.
• Participate in periodic reviews and audits to maintain data integrity and process adherence.

Other

• Perform other duties as assigned.

Education, Credentials, Licenses

• Bachelor’s degree.
• The bachelor’s degree requirement can be waived if the candidate has four or more years of experience in IT service management or similar.

Specialized Knowledge

• Knowledge of complex computing environments with multiple hardware, software, and database systems.
• Ability to manage and deliver IT services in an enterprise setting.
• Knowledge of ITSM Platforms, frameworks, policies, and procedures.

Required Experience

• Three years of experience in IT service management.

FLSA Status

Exempt.

Right career. Right here. If you're looking for the right careers in healthcare, the right place to be is zabeth. Join us, and you'll take pride in the level of care we offer our community.

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