IT Service Management Analyst II

Children's Hospital of Philadelphia•Millbourne, PA

4d•$101,300 - $129,100•Onsite

About The Position

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 ServiceNow 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.

Requirements

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).
Hands-on experience with ServiceNow 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 ServiceNow 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 ServiceNow 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.
Bachelor's Degree Computer Science, Emergency Management, Healthcare or Business related field Required
At least three (3) years demonstrated experience in Information Technology, Business Continuity, or healthcare. Required
Understand and comply with all enterprise and DTS departmental information security policies, procedures and standards.
Support the integration of information security in the development, design, and implementation of Hospital Technology Resources that process, transmit, or store CHOP information.
Support all compliance activities related to state, federal regulatory requirements, healthcare accreditation standards, and all other applicable regulations that govern the use and disclosure of patient, financial, or other confidential information.

Nice To Haves

At least four (4) years in Information Technology, Business Continuity, or healthcare. Preferred
IT Infrastructure Library Foundations (ITIL) - or any similar ITSM framework certifications - Preferred
Certified Emergency Manager (CEM) - International Association of Emergency Managers - upon hire - Preferred
Certified Healthcare Emergency Professional (CHEP) - International Association of Emergency Managers - upon hire - Preferred
Certified Information Systems Auditor (CISA) - Information Systems Audit and Control Association (ISACA) - upon hire - Preferred
Certified Information Systems Security Professional (CISSP) - International Information System Security Certification Consortium - upon hire - Preferred

Responsibilities

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.
Partner with DTS teams and stakeholders to identify opportunities for process improvement, enhance customer experience, and drive the effective use of ServiceNow capabilities across the organization.
Serve as a back-up in all areas of ITSM, including Incident, Change, Asset, Knowledge, and/or CMDB Management.
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 action to remediate.
Demonstrates expertise in the essential skills of requirements gathering, process design, process mapping, implementation, and documentation.
Performs appropriate and timely flow of business critical information through both excellent written and verbal communication strategies.
Performs advanced functions of analysis, development, implementation, and evaluation.
Assists in the development, evaluation, standardization, and maintenance of new & existing ITSM processes that support the organization.
Collaborates with team members and is able to work with little to no instruction on new tasks, assignments and project initiatives.
Assists senior members of the team in project initiatives.
Communicates and collaborates with various departments in the organization to assist with the facilitation and implementation of new or improved ITSM process changes - both verbally and through written documentation.
Identifies and assesses issues that may have an impact on operational and project work.
Must be available after business hours (such as evenings and weekends) to support unplanned events, command centers, and planned downtimes occurring outside of business hours to accommodate CHOP business needs.
Must be willing to support an on-call schedule.