IT Service Management Analyst II

Children's Hospital of Philadelphia; Upper Darby (Delaware County); On-site; USD 101,000 - 129,000; Full time

Job summary

Children’s Hospital of Philadelphia (CHOP) seeks a skilled ITSM professional to lead process development and optimization within our IT Service Management program, prioritizing Request Management and the Enterprise Employee Service Portal. You will collaborate with DTS teams to uncover improvements and drive ServiceNow utilization across the organization.

The role requires experience in ITSM areas and a strong focus on security, compliance, and business continuity within healthcare IT

Qualifications

• Bachelor's degree in CS, emergency management, healthcare or business-related field required.
• Proven experience in IT service management and related processes.
• Knowledge of ITIL or similar ITSM frameworks preferred.

Responsibilities

• Lead ongoing process development and optimization of IT Service Management (ITSM), focusing on Request Management and Enterprise Employee Service Portal enhancements.
• Partner with DTS teams to identify opportunities for process improvement and enhance customer experience.
• Serve as back-up across ITSM areas including Incident, Change, Asset, Knowledge, and CMDB when needed.

Skills

ITSM understanding

Customer service

Security/compliance

Education

Bachelor's Degree Computer Science, Emergency Management, Healthcare or Business related field

Job description

Seeking Breakthrough Makers

Children’s Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.

SHIFT:

Day (United States of America)

Seeking Breakthrough Makers

At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care—and your career.

CHOP does not discriminate on the basis of race, color, sex, national origin, religion, or any other legally protected categories in any employment, training, or vendor decisions or programs. CHOP recognizes the critical importance of a workforce rich in varied backgrounds and experiences and engages in ongoing efforts to achieve that through equally varied and non-discriminatory means.

A Brief Overview

• Demonstrates advanced understanding of the ITIL Service Lifecycle Framework including: service strategy, design, transition, operation, and continual improvement.
• Demonstrates advanced understanding of business continuity, disaster recovery planning, risk management, change management, data classification and asset management concepts.
• Demonstrates advanced knowledge of IT service support procedures, the software development life cycle (SDLC), quality and business continuity management best practices.
• Provides exceptional customer service to all business areas to assist in the delivery of DTS IT Service Management (ITSM).

What You Will Do

This position will lead the on-going process development and optimization of IT Service Management (ITSM), with a primary focus on Request Management and Enterprise Employee Service Portal enhancements.

The position will partner with DTS teams and stakeholders to identify opportunities for process improvement, enhance customer experience, and drive the effective use of ServiceNow capabilities across the organization.

Candidate for this role will also need to have experience in all areas of ITSM (to serve as a back-up on an as needed basis), including Incident, Change, Asset, Knowledge, and/or CMDB Management.

Education Qualifications

• Bachelor's Degree Computer Science, Emergency Management, Healthcare or Business related field Required

Experience Qualifications

• At least three (3) years demonstrated experience in Information Technology, Business Continuity, or healthcare. Required and
• At least three (3) years demonstrated experience in Information Technology, Business Continuity, or healthcare. Required
• At least four (4) years in Information Technology, Business Continuity, or healthcare. Preferred

Skills And Abilities

• Understand and comply with all enterprise and DTS departmental information security policies, procedures and standards.
• Support the integration of information security in the development, design, and implementation of Hospital Technology Resources that process, transmit, or store CHOP information.
• Support all compliance activities related to state, federal regulatory requirements, healthcare accreditation standards, and all other applicable regulations that govern the use and disclosure of patient, financial, or other confidential information.

Licenses and Certifications

• IT Infrastructure Library Foundations (ITIL) - or any similar ITSM framework certifications - Preferred
• Certified Emergency Manager (CEM) - International Association of Emergency Managers - upon hire - Preferred or
• Certified Healthcare Emergency Professional (CHEP) - International Association of Emergency Managers - upon hire - Preferred or
• Certified Information Systems Auditor (CISA) - Information Systems Audit and Control Association (ISACA) - upon hire - Preferred or
• Certified Information Systems Security Professional (CISSP) - International Information System Security Certification Consortium - upon hire - Preferred

To carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, CHOP employees who work in patient care buildings or who have patient facing responsibilities must receive an annual influenza vaccine. Learn more.

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SALARY RANGE:

$101,300.00 - $129,100.00 Annually. Salary ranges are shown for full-time jobs. If you're working part-time, your pay will be adjusted accordingly. At CHOP, we are committed to fair and transparent pay practices. Factors such as skills and experience could result in an offer above the salary range noted in this job posting.