ITSM Senior Analyst

Job Type
:
Regular Scheduled Hours
: 40 💙 Benefits That Support You

• 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

An IT Service Management (ITSM) Analyst Senior exists to act as the first point of contact for IT service requests and incidents, ensuring quick resolution of routine technical issues and accurate documentation. Its principal purpose is to restore normal service operations promptly, minimize business disruption, and elevate complex problems when necessary—essentially maintaining smooth day-to-day IT service delivery.

• Administer and maintain the Service Now platform, ensuring stability, performance, and scalability.
• Design, develop, and implement Service Now modules, workflows, business rules, and integrations.
• Customize Service Now applications to meet evolving business needs, including ITSM, CMDB, and SPM modules.
• Develop and maintain dashboards, reports, and analytics using Performance Analytics and Process Mining.

• Collaborate with stakeholders to align Service Now capabilities with ITIL-based service management processes.
• Support incident, problem, change, request, and release management workflows.
• Implement automation solutions to reduce manual tasks and improve service delivery.

• Work closely with cross-functional teams including service desk, infrastructure, and application support.
• Mentor junior developers and administrators on Service Now best practices.
• Provide training and documentation for end-users and technical teams.
• Execute assigned project tasks.

• Develop, promote and maintain professional relationships to ensure an environment conducive to customer service and high-quality patient care.
• Prioritize and respond promptly to customer needs based on severity, ensuring timely resolution of incidents, requests, and projects within Service Level Agreements (SLAs) or milestones.
• Maintain engagement with involved teams until task completion, demonstrating critical thinking to resolve customer concerns effectively.
• Deliver a positive customer experience through kind, helpful interactions, as evidenced by survey responses and feedback.

• Follow platform governance to ensure compliance with internal policies, procedures, and external regulations.
• Participate in governance activities of the Technical Governance Board.

• Performs other duties as assigned.

• Bachelors degree.
• The bachelors degree requirement can be waived if the candidate has four or more years of experience in IT service management or similar.

• 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.

• Five years of experience in IT service management

Exempt