Service Management Analyst, ServiceNow
Service Management Analyst, ServiceNow
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Thanks for your interest in Childrens Mercy!
Do you envision finding a meaningful role with an inclusive and compassionate team At Childrens Mercy we believe in making a difference in the lives of all children and shining a light of hope to the patients and families we serve. Our employees make the difference which is why we have been recognized by U.S. News & World Report as a top pediatric hospital for eleven consecutive years.
Childrens Mercy is in the heart of Kansas City a metro abounding in cultural experiences vibrant communities and thriving businesses. This is where our patients and families live work and play. This is a community that has embraced our hospital and we strive to say thanks by giving back. As a leader in childrens health we engage in meaningful programs and partnerships throughout the region so that we can improve the lives of children beyond the walls of our hospital.
Overview
The Service Management Analyst supports IT Service Management (ITSM) processes and services that interface with core IT Infrastructure processes such as Problem Change Incident Major Incident or Knowledge Management. The Service Management Analyst supports assigned Service Management services and workflows.
Work is done mainly in ServiceNow.
Remote role but will need to be within driving distance of the KC Metro.
At Childrens Mercy we are committed to ensuring that everyone feels welcomed within our walls. A successful candidate for this position will join us as we strive to create a workplace that reflects the community we serve as well as our core values of kindness curiosity inclusion team and integrity.
Additionally its important to us that we remain transparent with all potential job candidates. Because we value the safety of the patients and families we serve as well as the Childrens Mercy staff we want to let you know that the seasonal influenza vaccine is a condition of employment for all employees in our organization. New employees must be willing to be vaccinated if found nonimmune to measles mumps rubella (MMR) and chicken pox (varicella) and/or without evidence of tetanus diphtheria acellular pertussis (Tdap) vaccination since 2005. If you are selected for this position you will be asked to supply your immunization records as proof of vaccination. If you and have any concerns about receiving these vaccines medical and/or religious exemptions can be further discussed with Human Resources.
Responsibilities
Responsible for daytoday analysis participation and completion of departmental workload in the form of Incidents Problems Requests/Tasks and Knowledge:
Follow established processes and procedures in the form of training plans knowledge base articles and organizational documentation.
Communicate and deliver both verbal and written communications in an accurate and effective manner to relay information to end users team members and appropriate escalation tiers within the organization with guidance from supervisor.
Support Service Management (ITSM) testing efforts by conducting testing following defined test scripts and coordinating User Acceptance Testing.
Assist in the identification analysis and resolution of IT problems to prevent recurrence and minimize impact on business operations.
Audit ITSM policies and process adherence on a regular and timely basis.
Facilitate the Change Advisory Board.
Facilitate major incident conference bridges accurately identifying and logging attendees time lines and troubleshooting steps taken.
Provide training on Service Management processes and tool to staff.
Participate in on call rotation.
Additional training and certifications as needed for the position.
Generate reports dashboards and other metrics into consumable format as requested by end users and leadership:
Build reports and dashboards to support work delivery processes KPIs and metric tracking golive support and adhoc as requested.
Create and maintain documentation pertaining to ITSM processes standards guidelines workflows and associated training.
Support and recommend improvements to ITSM process management and reporting.
Support projects integrations and implementation of new functionality or processes impacting the Service Management platform:
Support projects impacting the ServiceNow platform as they relate to ITSM.
Work with organizational project teams to ensure requirements for new services are in place and available for support via ServiceNow.
Provide critical care support when new or modified process and/or supporting technology changes are introduced.
Collaborate with the Service Management team and customers to identify potential process improvements.
Support service management bestpractice and process standardization across the IT organization.
Champion best practices service improvements feature requests and disseminating product changes.
Qualifications
- Bachelors Degree plus Information Systems Competencies and 35 years experience. Information Systems Process/Technology including ServiceNow OR
- High School diploma or equivalent and 7 or more years experience. Information Systems Process/Technology including ServiceNow
- ITIL Foundation Certification highly preferred
- Employees must obtain ITIL Foundation Certification or equivalent within 180 days
- ServiceNow Certified System Administrator Preferred after 1 Year
Benefits at Childrens Mercy
The benefits plans at Childrens Mercy are one of many reasons we are recognized as one of the best places to work in Kansas City. Our plans are designed to meet the changing needs of our employees and their families.
Learn more about Childrens Mercy benefits.
Starting Pay
Our pay ranges are market competitive. The pay range for this job begins at $34.21/hr but your salaried offer will be determined based upon your education and experience.
Remote Work/Work from Home
This position is entirely remote or workfromhome. The person hired must live in the Kansas City metro area and may attend onsite meetings as scheduled.
EEO Employer/Disabled/Vet
Childrens Mercy hires individuals based on their job skills expertise and ability to maintain professional relationships with fellow employees patients parents and visitors. A personal interview formal education and training previous work experience references and a criminal background investigation all are factors used to select the best candidates. The hospital does not discriminate against prospective or current employees based on the race color religion sex national origin age disability creed genetic information sexual orientation gender identity or expression ancestry or veteran status. A drug screen will be performed upon hire. Childrens Mercy is smoke and tobacco free.
Our commitment to Diversity & Inclusion
CM is committed to creating a diverse and inclusive workforce. Our patients and families come from all walks of life and so do we. We know that our greatest strengths come from the people who make up our team so we hire great people from a wide variety of backgrounds not just because its the right thing to do but because it makes our hospital stronger and our patient care more compassionate.
If you share our values and our enthusiasm for service you will find a home at CM. In recruiting for our team we welcome the unique contributions that you can bring including education ideas culture ethnicity race sex sexual orientation gender identity and expression national origin age languages spoken veteran status color religion disability and beliefs.
Required Experience:
IC
Employment Type
Unclear
