System Analyst II

Yale New Haven Health•New Haven, CT

About The Position

The System Analyst II serves on the ITSM team as a ServiceNow Administrator/Developer, designing and building scalable digital workflows on the Now Platform and translating business needs into secure, efficient solutions. The role develops custom applications and integrations, optimizes performance, develops agentic workflows, and ensures the platform aligns with organizational strategy while supporting continuous improvement and automation. Prior ServiceNow development and CMDB experience are required. The analyst researches, analyzes, and supports applications, related hardware, and broader ITS systems to meet the needs of the Health System and its departments. As the primary contact and expert for the application and related IT systems, the analyst works with department management and teams to understand requirements and build, install, and support applications. The work includes analyzing workflows and understanding policies, procedures, and constraints in clinical or business operations; investigating and documenting operational specifications and application functionality; and coordinating issues arising during projects. The analyst works with users to determine project needs, develop proposals, and recommend technological and workflow improvements. The role supports implementation of new projects and upgrades, and troubleshoots end-user questions and problems during training, go-live, and post-go-live periods. Attention to detail and an interest in emerging technologies and applying technology to business needs are important.

Requirements

Associate degree or equivalent experience required.
At least 2 to 3 years of experience as a Systems Analyst required.
Prior ServiceNow development and CMDB experience required.
Ability to analyze workflows and recommend and develop application solutions.
Ability to research and interpret data, including reporting and preparing and presenting data.
Ability to work independently and meet deadlines with minimal supervision, and to manage simultaneous tasks.
Effective communication, problem-solving, and creative solution development skills.
Strong organizational, problem-solving, and listening skills; attention to detail; innovative thinking; and ability to inspire others.
Strong customer service skills and ability to work as a collaborative team player.
Ability to take a leadership role in managing end-user relationships.
Working knowledge of Microsoft Office tools.
Ability to travel to multiple YNHHS facilities.

Nice To Haves

Minimum 5 years of experience in healthcare and/or technology strongly preferred.
Healthcare or Epic experience preferred.

Responsibilities

Supports implementation and maintenance of applications, related IT systems, and hardware, including analysis, planning, and preparation.
Creates and maintains regular status reports for the Manager.
Documents and maintains required system design and build documents, and configures the system accordingly.
Provides training to other IT staff and user clients as appropriate.
Designs and builds scalable digital workflows on the Now Platform, translating business needs into secure, efficient solutions.
Develops custom applications and integrations, optimizes performance, and develops agentic workflows.
Researches, analyzes, and supports applications, related hardware, and ITS systems to meet Health System and department needs.
Works with department management, teams, and users to understand requirements, determine project needs, develop proposals, and recommend technological and workflow improvements.
Analyzes workflows and operational policies, procedures, and constraints; investigates and documents operational specifications and application functionality.
Coordinates issues during projects and supports new project and upgrade implementations.
Troubleshoots end-user questions and problems during training, go-live, and post-go-live periods.
Provides application and IT systems expertise and serves as a primary contact for the supported application and related IT systems.