ITSM Intermediate Analyst

St. Elizabeth Healthcare•Crestview Hills, KY

21h

About The Position

The principal purpose of an Intermediate IT Service Management (ITSM) Analyst is to support the design, configuration, and maintenance of IT Service Management processes and the ServiceNow platform. This role exists to ensure reliable service operations, assist in process improvements, and help align IT services with organizational objectives. Demonstrate respect, dignity, kindness and empathy in each encounter with all patients, families, visitors and other employees regardless of cultural background.

Requirements

Bachelor’s degree. The bachelor’s degree requirement can be waived if the candidate has four or more years of experience in IT service management or similar.
Knowledge of complex computing environments with multiple hardware, software, and database systems.
Ability to manage and deliver IT services in an enterprise setting.
Knowledge of ITSM Platforms, frameworks, policies, and procedures.
Three years of experience in IT service management

Responsibilities

Administer and support the ServiceNow platform to maintain stability and performance.
Configure and enhance ServiceNow modules, workflows, and business rules under established standards.
Assist in customizing applications for ITSM and CMDB modules to meet business requirements.
Integrate enterprise systems with the ServiceNow platform
Build and maintain dashboards and reports using Performance Analytics.
Collaborate with process owners to ensure ServiceNow aligns with ITIL-based service management practices.
Support core ITSM workflows (incident, problem, change, request) and contribute to process improvements.
Implement basic automation solutions to streamline repetitive tasks.
Work closely with service desk and technical teams to resolve platform-related issues.
Share knowledge and provide guidance to junior team members when needed.
Prepare documentation for configurations, workflows, and user guides.
Respond promptly to customer requests and incidents, ensuring resolution within SLAs.
Maintain clear communication with stakeholders throughout issue resolution.
Deliver a positive user experience through professional and helpful interactions.
Follow platform governance guidelines and ensure compliance with internal policies.
Participate in periodic reviews and audits to maintain data integrity and process adherence.
Performs other duties as assigned.