Technical Analyst, ServiceNow CMDB / ITSM

Northwestern Memorial Healthcare • Chicago, IL

18h

About The Position

The Technical Analyst supports end-to-end IT service management (ITSM) processes and standards across the service lifecycle, helping ensure consistent governance, reliable service delivery, operational stability, and continuity. The role facilitates ITSM governance and execution through operational coordination, reviews, data maintenance, and lifecycle support, and contributes to 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 end users and technical teams to address requests and resolve issues, and contributes to the analysis and implementation of system changes. It also participates in project planning, design, development, testing, and implementation activities. The role includes on-call support to help ensure system availability and performance, mentoring and knowledge sharing, and adapting among support and project responsibilities as organizational needs change.

Requirements

• At least 3 years of technical experience.
• Excellent verbal and written communication skills.
• Ability to participate in on-call support.

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 integrating end-user requests with software functionality.
• Contribute analysis and recommendations on system performance and capacity to support reliability and future needs.
• Coordinate problem determination and resolution with vendors and manufacturers across the distributed systems environment.
• Respond thoroughly and promptly to customer needs and follow issues through to closure.
• Support technical teams and customers with project and support activities, and participate in project team communication.
• Understand team goals and objectives to provide effective support.
• Understand NMHC business and clinical processes and the operating environments of assigned customers.
• Communicate clearly and responsively with customers and team members, and build effective working relationships.
• Assist with project planning, design, development, testing, and implementation of application software code.
• Prepare project activity time estimates, help develop timelines, monitor performance, and report progress toward milestones.
• Analyze business requirements, recommend system changes, write technical specifications, and implement systems and changes.
• Identify and implement NMHC best-practice standards.
• Pursue development of skills consistent with Information Services direction.
• Mentor and serve as a resource for Associate Analysts and other application team members.
• Promote team success and collaborative work, adapt to changing priorities, and contribute to the IS Knowledge Repository.
• Participate in on-call support to help ensure system availability and performance.

Benefits

• Tuition reimbursement
• Loan forgiveness
• 401(k) matching
• A wide range of benefits supporting physical, emotional, and financial well-being and protection from unexpected life events

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed