ServiceNow CSDM Specialist

Parkland Health

About The Position

Responsible for enforcing the ServiceNow Common Services Data Model (CSDM) processes and procedures to ensure the configuration management of ServiceNow Application and Service portfolios are standardized and sustainable. Parkland Health, one of the nation’s largest public hospital systems, is dedicated to delivering exceptional care to the Dallas community. A career at Parkland means joining a collaborative, engaged team focused on excellence, innovation, and patient-centered service. Our employees are supported with resources to grow, succeed, and make a meaningful impact every day.

Requirements

Must have a Bachelor's degree in Computer Science, Mathematics, Business Administration, or a related field.
Must have six (6) years of Applications experience in the relevant technology environment.
May have an equivalent combination of education and/or experience in lieu of specific education and/or experience as stated above.
ServiceNow APM certification or similar ServiceNow certification
Must be able to demonstrate knowledge of ServiceNow CMDB concepts, relationships, and processes.
Must have an understanding of CSDM and how to implement using recommended maturity model.
Must have familiarity with Application portfolio and Service portfolio concepts.
Must be able to develop and maintain operational processes and standards.
Must be able to identify root cause for issues and incorporate findings into process improvement.
Must have effective communications skills to interact with Analysts, vendors and other IT Incident Management participants and stakeholders.
Must be customer service oriented and capable of conveying ideas to all levels of IT staff.

Responsibilities

Acts as the focal point for CSDM process execution to the IT organization and other stakeholders.
Builds upon the ServiceNow Application Portfolio Management Procedure framework to provide process lifecycle management.
Provides input for process improvement and facilitates process improvement implementation as needed.
Identifies and submits process exceptions and deviations for review and approval.
Monitors ServiceNow Business Application dashboard to ensure data quality is consistent (all required fields filled out and server mappings are in place).
Works with users to troubleshoot issues and educate on processes/procedures.
Escalate instances of non-compliance to the respective IT Leaders.
Works with non-IT staff for applications that are supported outside of IT.
Responsible for ensuring Business Applications are created and maintained for these areas.
Works with CMDB team to ensure integrated workflows and mappings are utilized and maintained.
Responsible for ensuring system supports true service level reporting through the implementation and support of the Common Services Data Model in ServiceNow. This includes Business capabilities, business applications, application services, technical services, and their corresponding mappings and integrations.
Identifies ways to improve work processes and improve customer satisfaction.
Makes recommendations to supervisor, implements, and monitors results as appropriate in support of the overall goals of the department and Parkland.
Stays abreast of the latest developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure.
Integrates knowledge gained into current work practices.
Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the area.
Develops effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state, and private health plans.
Seeks advice and guidance as needed to ensure proper understanding.