Technical Analyst, ServiceNow CMDB / ITSM
About The Position
The Technical Analyst supports end-to-end ITSM processes and standards across the service lifecycle, helping ensure consistent governance and reliable service delivery. The role operates in primary and backup capacities to maintain ITSM service stability and continuity, and facilitates governance and execution through operational coordination, reviews, data maintenance, and lifecycle support. It also advances ITSM process maturity and alignment with business objectives through data-driven insights, automation opportunities, and optimized ServiceNow solutions. The position supports computing platforms and system integration, works with customers and technical teams on project and support activities, and contributes to system performance and capacity analysis. It participates in planning, designing, developing, testing, and implementing application software and system changes. The role requires on-call participation to help ensure system availability and performance, and includes mentoring Associate Analysts and contributing to the IS Knowledge Repository.
Requirements
- At least 3 years of technical experience.
- Excellent verbal and written communication skills.
- Participation in on-call support is required.
Nice To Haves
- Bachelor’s degree in a related field or equivalent experience.
- At least 3 years of experience in the core discipline in the healthcare industry.
Responsibilities
- Develop competence in assigned services and systems and understand how supported services and systems integrate and interact.
- Provide guidance and support for computing platforms and systems integration.
- Participate in processes that integrate end-user requests with software functionality.
- Analyze and make recommendations concerning system performance and capacity to support reliability.
- Coordinate problem diagnosis and resolution with vendors and manufacturers across the distributed systems IT environment.
- Respond promptly and thoroughly to customer needs and follow issues through to closure.
- Support technical teams and customers with project and support activities, participating and communicating with project teams.
- Understand NMHC business and clinical processes and the operational environments of assigned customers.
- Communicate clearly and develop effective relationships with users and IS team members.
- Assist with planning, designing, developing, testing, and implementing application software code; prepare activity estimates, help develop timelines, monitor performance, and report milestone progress.
- Analyze business requirements, recommend system changes, write technical specifications, and implement systems and changes to meet application requirements.
- Identify and implement NMHC best-practice standards.
- Improve skills in alignment with overall IS direction and mentor or serve as a resource for Associate Analysts and other application team members.
- Promote collaborative efforts, adapt to changing support and project roles and priorities, and contribute to the IS Knowledge Repository.
- Participate in on-call support to help ensure system availability and performance.
Benefits
- Competitive benefits, including tuition reimbursement, loan forgiveness, and 401(k) matching.
- A range of benefits intended to support physical, emotional, and financial well-being and provide protection for unexpected life events.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
