Servicenow Analyst

Job Description

WE ARE HEALTHCARE SYSTEMS OF AMERICA. Our mission is to elevate healthcare standards, improve patient outcomes, and create value for communities across the United States. Healthcare Systems of America (HSA) is more than a healthcare provider-we're a community built on excellence, innovation, and compassion. If you're looking for a career that makes a difference, empowers you to grow, and gives you the opportunity to impact lives, HSA is where you belong.

Healthcare Systems of America operates 8 community hospitals across 3 states. We service a multitude of patients and their families across our vast network, while remaining committed to the professional development of our staff, the functional improvement of our patients, and the cultivation of strong partnerships within our communities.

• Career Growth & Development - We are an essential, stable and growing company with many opportunities for training and advancement within the medical field that all employees and team members can benefit from.
• Supportive & Inclusive Culture - We foster an environment where every team member is valued, heard, and empowered to succeed.
• Meaningful Work - Every day, you'll contribute to patient care, cutting-edge medical solutions, and life-changing treatment and technologies.

The Service Now Analyst will act as a bridge between business stakeholders and the technical Service Now development team. This role is responsible for gathering requirements, evaluating business processes, creating functional specifications, and ensuring that Service Now solutions align with organizational needs. The Analyst will also focus on user experience, workflow efficiency, and process improvement within the Service Now platform.

• Collaborate with business units to capture and document requirements for Service Now modules.
• Translate business needs into clear functional and technical requirements.
• Identify process gaps and recommend Service Now solutions or enhancements.

• Develop process maps, workflows, and user stories to ensure business processes are logical and efficient.
• Evaluate existing processes and recommend Service Now-enabled improvements.
• Ensure workflows align with ITIL and organizational best practices.

• Support Service Now configurations, including forms, fields, lists, workflows, and reports.
• Assist with testing, validation, and rollout of new features and enhancements.
• Provide Tier 2/3 support for Service Now related incidents and issues.

• Review and refine Service Now interfaces for usability and consistency.
• Conduct training sessions, create documentation, and support end-user adoption.
• Partner with stakeholders to ensure solutions meet both technical and business expectations.

• Maintain documentation of business requirements, process flows, and configuration changes.
• Support governance processes by ensuring compliance with established standards and frameworks.
• Develop and deliver reports, dashboards, and KPIs within Service Now to track performance.

• Bachelor's degree in information systems, Business, or related field (or equivalent experience).
• 2–5 years of experience as a Business Analyst or Systems Analyst, ideally within ITSM or enterprise applications.
• Experience working with Service Now (Incident, Problem, Change, CMDB, Knowledge, Request, or other modules).
• Familiarity with ITIL processes and IT service management best practices.
• Strong skills in process mapping, documentation, and stakeholder communication.
• Ability to work across technical and non-technical teams.
• Service Now Certified System Administrator or Business Analyst certification (preferred).

• Business process analysis & improvement
• Service Now platform knowledge (configuration & workflows)
• Requirements gathering & documentation
• User story creation & backlog management
• Testing & validation support
  
  Strong communication & stakeholder management