ServiceNow Analyst I

Job Description

ECU Health

About ECU Health Medical Center

ECU Health Medical Center, one of four academic medical centers in North Carolina, is the 974-bed flagship hospital for ECU Health and serves as the primary teaching hospital for The Brody School of Medicine at East Carolina University. ECU Health Medical Center has achieved Magnet® designation twice and provides acute and intermediate care, rehabilitation and outpatient health services to a 29-county region that is home to more than 1.4 million people.

Position Summary

The Service Management Analyst I position is responsible for enterprise-wide administration, support, and development of core ITIL practices, including but not limited to: Incident Management, Request and Service Catalog Management, Change Enablement, Problem Management, Business Continuity / Disaster Recovery, Major Incident Management, Knowledge Management, Configuration Management (CMDB), Service Design, and Service Level Management.  The Service Management Analyst I will be responsible for developing, implementing, monitoring, reporting on, and improving key processes and workflows required to support ITSM functions for Information Services and the entire health system.  For ECU Health's ITIL practices, the Service Management Analyst I will strive to identify improvement opportunities, lead requirement gathering efforts, design workflows in collaboration with key product owners and stakeholders, provide reporting, metrics, and analytical insights into practice performance, and identify, design, and lead ITIL training efforts.

Key responsibilities include, but are not limited to:

• Performs daily activities for all assigned tasks and initiatives related to implementation and continual improvement of one or more ITSM processes within area of responsibility.
• Schedules, tracks, prepares reports and provide status of activities toward process development, enhancement and/or implementation.
• Identifies process issues as they arise and recommends and implements actions to resolve (with support from Sr team members as needed).
• Facilitates cross-functional teams to develop, document, improve and add value to ITSM process within area of responsibility 
• Assists in creation of process flows based on the ITIL guidelines and adapted to the organizational environment including requirements gathering, documentation of flows, identification of requisite inputs and outputs, communications methodologies, forms or information exchange methods, responsible groups for each process step, etc. 
• Reviews and as needed, proposes changes to processes, procedures, and policies to achieve optimal use of the ITSM application suite.
• With the ITSM team, supports customer relationships and collaborates with representatives of client organizations to discern their needs for Service Management. 
• Assists in the development of training sessions & materials for ITSM process users regarding newly developed ITSM procedures, and/or ITSM (ITIL) general information, and/or in the usage of the ITSM solution. 
• Analyze trends to identify strengths and areas for continuous improvement and takes action to recommend/implement solutions. 
• Assists with communicating changes, ideas, process or system requirements, training and clarifications to staff members, internal users, and external clients, both verbally and written, in a clear concise manner tailored to the appropriate audience. 
• Creates metric reports using the ITSM application suite to track key performance indicators. 
• Cross-trains with other ITSM analysts including incident, problem, release, knowledge and test/QA management to ensure coverage and promote cross- disciplinary process improvement.
• Assists in coordinating restoration activities related to major IS service interruptions/outages.

This position may be required to rotate on-call responsibilities.

Minimum Requirements

• Bachelor's degree in Computer Science or Information Systems or relevant work experience required- or higher.
• 1 year of related experience in IT Service Management or increasing responsibility in Information Technology
• ITIL v4 Foundation certification required or obtained within 12 months  
• Skills in implementing a structured approach and process to IT service delivery and support within an enterprise environment
• Strong process management and improvement skills, using all resources efficiently and effectively 
• Proven ability to conduct analysis, document findings, draft plans, execute, monitor and follow up
• Knowledge and experience with coordinating testing strategies to ensure accuracy, functionality and reliability of the system across modules
• Effective participation in projects including both IS and business partners according to Information Services project methodology, within budget, and on time
• Independently motivated to seek knowledge through self-education, mentoring, etc. in areas pertaining to their current position
• Recognized as a source of advanced knowledge and proactively functions in that capacity when sought after by others
• Experience delivering technical training to a diverse audience

General Statement

It is the goal of ECU Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer. Decisions of employment are made based on business needs, job requirements and applicants qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.

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