I. General Summary

This is a multifaceted position that will work closely with the ITSM Service Operations Team and UMMS IT and business entities to ensure highly effective and consistent use of the ITSM System. This individual is responsible for understanding and analyzing user requirements, developing and modifying business applications in a dynamic healthcare environment.  As a subject matter expert, uses data and technology to address business and customer challenges.

II. Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by individuals assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

1. Work with stakeholders to define and understand system requirements, building strong stakeholder relationships and trust.
2. Work with developers and architects to ensure that solutions developed meet client needs.
3. Leads workshops with business teams for customer processes, document findings and develop/propose workflows and design documents for existing and new/improved workflow, maximizing the ITSM platform capabilities.
4. Works with internal teams to evaluate demand and develop priorities, timelines and level of effort for requested system changes
5. Gathers data and creates data visualizations to more deeply understand key issues and associated impacts
6. Assess complex data sets and performing root cause analysis
7. Identifies trends and patterns in data to deliver on Key Performance Indicators and make strategic business decisions.
8. Performs process modeling and documentation, including reports and dashboards to define business KPIs and value targets
9. Ensures accurate data and creates reports, visualizations, filters and dashboards
10. Support testing of system modifications and upgrades/updates by developing test cases, overseeing user testing, and documenting results
11. Documents business and functional requirements to create the stories needed to implement, modify or improve the ITSM system functionality to enhance business and IT operations.
12. Prepares written documentation of various types, including application documentation, analytical reports, functional specifications, training manuals and status reports
13. Trains new users on appropriate and efficient use of the ITSM system and associated interfaces/integrations. Develops and maintains technical guides which inform and educate staff as to appropriate use of the ITSM system.
14. Participates in periodic audits of ITSM system configuration and transactions to ensure compliance with UMMS policies and regulatory requirements.
15. Recommends new ITSM system functionality, keeping abreast of new ISM features and enhancements.
16. Provide recommendations and implementation strategies for improving business processes, procedures, and workflows

Qualifications

III. Education/Experience

• Bachelor’s Degree in Business Administration or related field or an equivalent combination of education and experience required.
• Five (5) plus years of experience with large scale ITSM systems in an enterprise environment, including end-user support; report development, system analysis for fit to business needs; ad-hoc analysis and auditing of system data; and the use of Agile for development and delivery.
• Three (3) plus years of experience working with the ServiceNow platform as an ITSM Business Analyst or similar level role.  Experience with ServiceNow implementations is preferred.
• Experience working in a healthcare environment is preferred.
• Certified System Administrator and other ServiceNow certifications preferred

IV. Knowledge, Skills and Abilities

• Deep understanding of ITIL Incident, Problem, Change, Configuration, Knowledge, and Request Management processes.
• Knowledge and experience in all project life cycle phases, including fit/gap analysis, product design, build, test, implementation and stabilization a plus.
• Proficient in the use of MS Office products.
• Strong analytical and problem-solving skills.
• Strong interpersonal skills and the ability to communicate effectively with all levels of employees and management.
• Effective collaboration skills are required, including the ability to work alongside other departments in the organization toward a common goal despite differing perspectives on individual success.
• Demonstrated ability to perform detailed tasks with a high degree of accuracy.