ITSM Senior Analyst

Saint Elizabeth Medical Center•Crestview Hills, KY

About The Position

An IT Service Management (ITSM) Analyst Senior exists to act as the first point of contact for IT service requests and incidents, ensuring quick resolution of routine technical issues and accurate documentation. Its principal purpose is to restore normal service operations promptly, minimize business disruption, and escalate complex problems when necessary—essentially maintaining smooth day-to-day IT service delivery. 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.
Five years of experience in IT service management

Responsibilities

Administer and maintain the ServiceNow platform, ensuring stability, performance, and scalability.
Design, develop, and implement ServiceNow modules, workflows, business rules, and integrations.
Customize ServiceNow applications to meet evolving business needs, including ITSM, CMDB, and SPM modules.
Develop and maintain dashboards, reports, and analytics using Performance Analytics and Process Mining.
Collaborate with stakeholders to align ServiceNow capabilities with ITIL-based service management processes.
Support incident, problem, change, request, and release management workflows.
Implement automation solutions to reduce manual tasks and improve service delivery.
Work closely with cross-functional teams including service desk, infrastructure, and application support.
Mentor junior developers and administrators on ServiceNow best practices.
Provide training and documentation for end-users and technical teams.
Execute assigned project tasks.
Develop, promote and maintain professional relationships to ensure an environment conducive to customer service and high-quality patient care.
Prioritize and respond promptly to customer needs based on severity, ensuring timely resolution of incidents, requests, and projects within Service Level Agreements (SLAs) or milestones.
Maintain engagement with involved teams until task completion, demonstrating critical thinking to resolve customer concerns effectively.
Deliver a positive customer experience through kind, helpful interactions, as evidenced by survey responses and feedback.
Follow platform governance to ensure compliance with internal policies, procedures, and external regulations.
Participate in governance activities of the Technical Governance Board
Performs other duties as assigned.