Senior Technical 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 Technical Analyst - ServiceNow 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 Senior Technical Analyst - ServiceNow  is responsible for keeping their assigned or designated application systems and their associated software fully operational and well-integrated into NM information technology environment. This position also monitors, analyzes and plans upgrades, as necessary, to ensure adequate capacity and availability to meet the user needs.

Northwestern Medicine Information Services drives innovative, high-value solutions to transform health care.  

We are committed to supporting the relentless pursuit of better medicine by providing exceptional service to our patients and guests as well as internal clients across the organization. To ensure excellence, our team goes to extraordinary lengths to ensure that our systems work together seamlessly. 

Northwestern Medicine understands that technology plays an integral role in shaping the future of health care. Information Services strategically supports the organization by:  

• Leveraging AI, automation and rollout of advanced cyber controls that support digital transformation strategies 
• Implementing advanced technologies in clinical and administrative areas  
• Furthering development of the end user support model to help enhance modern infrastructure

Responsibilities:

General Technical Skills

• Maintains solid competence for assigned services and systems while grasping the integration and interaction of all supported services and systems  
• Provides leadership and support for computing systems and systems integration.  
• Conducts, analyzes, recommends and presents performance and/or capacity analysis to assure systems reliability for current and/or future use.  
• Maintains a broad working knowledge of the full range of NMHC IT systems.  
• Provides diagnostic skills and expertise to coordinate problem determination and resolution, with vendors and manufacturers, across the full range of NMHC server/distributed system IT environment.  

Customer Service

• Responds thoroughly and promptly to customer needs as defined in conjunction with our customers. Manages customer relationships and follows issues through to closure. Includes all aspects of customers (NMHC technology users, IS team members, end-users, etc.).  
• Works effectively in supporting the technical teams and customers with project and support activities. Actively participates and communications with the project teams. Prepares and delivers effective support by seeking a thorough understanding of the team’s goals and objectives.  
• Understands the business and clinical processes at NMHC and the operational environments of assigned customers.

Communication Skills

• Communicates clearly, responsively, and purposely with customers and team members.
• Proficient in all written communication, both internally and externally.  
• Develops effective relationships with users and other IS team members to enhance the timeliness and effectiveness of technology solutions.  

Planning

• Determines strategy and supports system and interfacing to assure stable integration of the NMHC distributed system IT environment.  
• Reviews projects, analyzes business requirements, recommends system changes, writes specifications and implements system and system changes to address changing application and end user requirements.  
• Provides leadership including the identification and implementation of NMHC best practice standards.  
• Develops project plans to direct system activities either in support of application projects or as independent work activities.  
• Works directly with project managers to understand application objectives, develop scope of project, outline effort projections, determine schedules, and finalize plans.  
• Establishes and enforces standards, policies and procedures for application systems.  
• Participates in long- and short-range system planning.

Personal and Staff Development

• Leads on-going processes to integrate end users requests with software functionality.  
• Seeks to improve talents and skills consistent with overall IS direction.  
• Provides mentoring and acts as a resource for Associate Application Analyst and Application Analyst, as well as members of the technical teams. 

Teamwork

• Focuses on IS team success and promotes collaborative efforts with others. 
• Shifts easily among different support and project roles as required by situation.  
• Adapts well to rapid change and multiple priorities.
• Contributes to the IS Knowledge Repository. 
• Providing on-call support is required

Preferred ServiceNow Skills: 

• 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:

• 7+ years of experience in core discipline
• Excellent verbal and written communications skills

Preferred:

• Bachelor’s degree in related field (or equivalent experience)
• 5+ years of experience in core discipline in the healthcare industry

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.