Senior Service Center Analyst, ServiceNow, Full-time, Days

Benefits

• $10,000 Tuition Reimbursement per year ($5,700 part-time)
• $10,000 Student Loan Repayment ($5,000 part-time)
• $1,000 Professional Development per year ($500 part-time)
• $250 Wellbeing Fund per year($125 for part-time)
• Matching 401(k)
• Excellent medical, dental and vision coverage
• Life insurance
• Annual Employee Salary Increase and Incentive Bonus
• Paid time off and Holiday pay

Northwestern Medicine is powered by a community of colleagues who are purpose-driven and committed to our mission to deliver world-class care. Here, you'll work alongside some of the best clinical talent in the nation leading the way in medical innovation and breakthrough research with Northwestern University Feinberg School of Medicine.

We recognize where you've been, and we support where you're headed. We celebrate diverse perspectives and experiences, which fuel our commitment to equity and culture of service.

Grow your career with comprehensive training and development opportunities, mentorship programs, educational support and student loan repayment.

• Create the life you envision for yourself with flexible work options, a Reimbursable Well-Being Fund and a Total Rewards package that support your physical, mental, emotional and financial well-being.
• Make a difference through volunteer opportunities we offer in local communities and drive inclusive change through our workforce-led resource groups.

From discovery to delivery, come help us shape the future of medicine.

Description

The Senior Service Center Analyst reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

The MyNM Service Center provides support to the NM Workforce through self-service functions and Service Center Representatives. The Senior Service Center Analyst supports a variety of internal teams by using business, technical and analytic experience to improve processes and solve problems. The Senior Analyst serves as an innovative, insightful, and trusted partner, soliciting feedback and advising team members and leadership with data-driven recommendations.

The Senior Analyst facilitates and captures stakeholder’s requirements and use cases while understanding the business strategy and ensuring processes, tools, and templates are utilized consistently.

Responsibilities:

• Strong background in ServiceNow administration\development.
• Proficient ServiceNow analysis skill and capability to identify downstream implications
• ITIL senior experience
• ITSM senior experience
• Demonstrated ability to create/maintain process/policy documentation
• Create and deliver training on the development and management of documentation and other knowledge resources
• Analyze feedback, usage statistics, AI search results and other data to prioritize creation, improvement of knowledge resources and search tuning
• Analyze and use continuous improvement approaches that ensure linkage among other ITSM processes, other ServiceNow modules and NM health system to develop unified and consistent service delivery
• Leverage leading practice experience to identify and champion recommendations for improvements opportunities within Knowledge and Request process areas
• Monitor Knowledge and Request processes within the environment and throughout the ITSM process life cycle; validate adherence to specified process requirements and measurement activities; leads quality assurance activities related to process
• Perform as a self-starter who manages end-to-end efforts, working independently as well as within a team environment
• Ability to interact and communicate with end-users, management and IS personnel
• Deliver high quality work and can adapt to new challenges, either on their own or as part of a team
• Prepare PowerPoint and other reports for all levels of management and stakeholders
• Work in an Agile methodology, and participate in agile ceremonies providing insight and expertise in level of effort, timeline, and status updates
• Demonstrated ability to analyze data to show Knowledge/Request process or technical improvement/gaps/challenges and ability to action these
• Experience with Knowledge/Request process, governance, compliance and adherence
• Experience establishing and tracking Knowledge/Request KPIs
• Stay up to date with industry trends technology and upcoming technology
• Demonstrated ability to continue professional development to learn new technologies
• Works to develop new and innovative ways to automate functions and processes to gain efficiencies
• Experience building well organized catalog items/record producers.
• Advanced understanding of Flow Designer and Workflow.
• JavaScript development experience within the ServiceNow platform

Qualifications

Required:

• BA or BS Degree with concentration in human resources, information technology or related human resources or four additional years of relevant experience.
• 5 or more of years relevant experience combined experience in IS, HR, Finance, Supply Chain or similar function and/or experience as an analyst supporting processes and systems.
• Well-developed analytical and problem-solving skills and logical reasoning
• Experience and understanding of Service Center technologies, HR information systems, and system interfaces.
• Strong attention to detail and accuracy while managing multiple tasks.
• Ability to listen and question effectively.
• Ability to work effectively as an individual and as a member of a team.
• Openness to partner with a variety of users and develop a thorough understanding of their business.
• A curiosity to experiment with innovative ideas, methods, procedures, and technologies.
• Ability to communicate complex topics, ideas, or analytics in ways that clarify customers’ needs and supply them with the insights.

Equal Opportunity

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.