ServiceNow- Shared Services Systems Analyst [SNOW]

Envision Healthcare•Nashville, TN

About The Position

The ServiceNow Shared Service Analyst is responsible for providing broad expertise and hands-on support to the People Services and Operations function and key stakeholders through ServiceNow. This role ensures optimization of the ServiceNow technology, including process workflows, case management and the portal experience. The incumbent collaborates with cross-functional partners and third-party vendors to support continuous process improvement, metrics and reporting, and special projects in support of Human Resources goals.

Requirements

Ability to develop and continuously improve HR processes and procedures aligned to the new HRSSC delivery model.
Ability to work independently and collaborate cross-functionally with strong work ethic to guide multiple projects and operations functions simultaneously
Demonstrates exceptional collaboration skills, ability to interact effectively with team members and employees across cultures and job levels
Attention to detail, elevated level of accuracy and exercises good judgment in written work and reports
Strong analytical, problem solving, critical thinking, organizational skills.
Experience in system data management and in developing metrics and dashboards to evaluate data integrity and system effectiveness.
Ability to handle ambiguity in a fast-paced environment with multiple concurrent tasks and changing priorities.
Highly proficient with desktop software, including Microsoft Word, PowerPoint, and specifically Excel
Possesses in-depth knowledge of ServiceNow workflow, case, and portal management functionality.
Bachelor’s degree in related field required.
2 years of experience required.

Nice To Haves

Experience in project management, planning, execution, monitoring, and controlling preferred.
ServiceNow certification highly preferred

Responsibilities

Supports Human Resources organization by gathering and testing for enhancements and system maintenance for ServiceNow HR (Human Resources) processes and integrated tools, including phone, chat, case management, robotic process automation and other vendor technology systems.
Considered a subject matter expert in Service Now and other integrated technology platforms used by the Shared Services team.
Takes initiative to research and expand knowledge of ServiceNow capabilities; participates in ServiceNow user groups and client forums and identifies opportunities to incorporate best practices and new system functionality to improve the teammate experience across Envision.
Proactively engages with ServiceNow users to identify pain points and inform future system, process, and service enhancements.
Routinely evaluates ServiceNow system adoption, utilization and effectiveness, uses metrics and feedback to inform user training, system data integrity, and continuous improvement of business processes.
Investigates trends and in inquiry and transactions support working with Service Excellence on system and process improvement efforts to streamline and reduce service escalations.
Participates in short-term and long-term planning for ServiceNow and integrated technology platforms, both current and new.
Supports Shared Services leadership team in special projects as needed.