Senior Analyst IT Change Management - ServiceNow

Jefferson Health Plans • City of Albany, NY

3d • Onsite

About The Position

Responsible for leading the design, implementation, and continuous improvement of ITSM processes to ensure efficient, reliable, and compliant delivery of IT services across the organization. Plans and executes process improvement, service management, and change management projects. Focuses on governance, operational excellence, and continuous improvement of incident, change, request, problem, and knowledge management aligned with ITIL best practices and organizational requirements. Works with senior team members and leadership contributing to large, complex projects and work efforts.

Requirements

• High School Diploma/GED
• 5 years related work experience
• Expertise in ITIL and ITSM frameworks
• Ability to effectively deal with multiple and changing priorities
• Strong organizational and analytical skills
• Good communication and teamwork abilities

Nice To Haves

• Bachelor’s Degree
• ITIL Foundations certification
• ServiceNow CSA Certification
• Previous Business Analyst experience
• Previous Business Relationship Management experience

Responsibilities

• Owns ITSM processes such as incident, change, request, problem, and knowledge management, ensuring accurate documentation and compliance with ITIL standards and organizational goals
• Drives initiatives to enhance and standardize workflows, foster continuous improvement, implement automation, and improve service quality
• Analyzes process performance metrics, KPIs, and SLAs to identify opportunities for automation and efficiency
• Serves as a liaison to and leads process review sessions with IS&T teams and stakeholders to identify and resolve process-related issues
• Leads ITSM process updates and trains colleagues on standard procedures

Benefits

• Medical (including prescription)
• Supplemental insurance
• Dental
• Vision
• Life and AD&D insurance
• Short- and long-term disability
• Flexible spending accounts
• Retirement plans
• Tuition assistance
• Voluntary benefits
• Tuition discounts at Thomas Jefferson University

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED