IT Service Management Analyst II

Seeking Breakthrough Makers

Children’s Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.

SHIFT:

Day (United States of America)

Seeking Breakthrough Makers

Children’s Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.

At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care—and your career.

CHOP does not discriminate on the basis of race, color, sex, national origin, religion, or any other legally protected categories in any employment, training, or vendor decisions or programs. CHOP recognizes the critical importance of a workforce rich in varied backgrounds and experiences and engages in ongoing efforts to achieve that through equally varied and non-discriminatory means.

Demonstrates advanced understanding of the ITIL Service Lifecycle Framework including: service strategy, design, transition, operation, and continual improvement.

Demonstrates advanced understanding of business continuity, disaster recovery planning, risk management, change management, data classification and asset management concepts.

Demonstrates advanced knowledge of IT service support procedures, the software development life cycle (SDLC), quality and business continuity management best practices.

Provides exceptional customer service to all business areas to assist in the delivery of DTS IT Service Management (ITSM).

This position will lead the on-going process development and optimization of IT Service Management (ITSM), with a primary focus on Request Management and Enterprise Employee Service Portal enhancements.

The position will partner with DTS teams and stakeholders to identify opportunities for process improvement, enhance customer experience, and drive the effective use of Service Now capabilities across the organization.

Candidate for this role will also need to have experience in all areas of ITSM (to serve as a back-up on an as needed basis), including Incident, Change, Asset, Knowledge, and/or CMDB Management.

• Hands-on experience with Service Now ITSM, particularly Request Management, Service Catalog, Employee Service Center, and employee self-service.
• Proven experience designing and optimizing request management processes, including establishing and managing SLAs across different request types and service offerings.
• Experience improving the Employee Service Center experience, including service navigation, knowledge integration, request intake, and employee self-service capabilities.
• Experience leveraging Service Now automation, Now Assist, and Otto/Virtual Agent to streamline request fulfillment, improve employee experience, and reduce manual effort.
• Demonstrated ability to translate business requirements into effective Service Now solutions/workflow design including approvals, catalog items, and request fulfillment processes.
• Experience leading continual improvement of an IT request catalog, using request volumes, SLA performance, user feedback, and operational data to identify opportunities for improvement, standardization, and automation.
• Develops policies, procedures and job aids to support the work of the ITSM throughout the organization.
• Works with minimal supervision to support team initiatives, however, is able to solve problems independently and solicits ideas from others to help assess and resolve issues and/or develop plans of…