Senior Analyst IT Change Management - ServiceNow

Jefferson Health; Allentown (Lehigh County); On-site; USD 85,000 - 120,000; Full time

Job summary

Thomas Jefferson University is seeking a Senior Analyst IT Change Management – ServiceNow to lead ITSM process design, implementation, and continuous improvement across the organization. You will drive governance, operational excellence, and automation initiatives in line with ITIL practices, collaborating with senior leaders on large-scale projects.

The role focuses on incident, change, request, problem, and knowledge management; candidates should have ITIL expertise, 5+ years experience, and

Qualifications

• ITIL and ITSM expertise essential.
• Experience driving process improvement and change management initiatives.
• Strong stakeholder management and communication skills.

Responsibilities

• Owns ITSM processes (incident, change, request, problem, knowledge) ensuring documentation and ITIL alignment.
• Drives initiatives to standardize workflows, automate, and improve service quality.
• Analyzes KPIs, SLAs, and metrics to identify automation opportunities.
• Leads process review sessions with IS&T teams and stakeholders.
• Implements ITSM updates and trains staff on standard procedures.

Skills

ITIL & ITSM

Process improvement

Stakeholder management

Change management

Data analysis

Education

Bachelor’s Degree

ITIL Foundations

Tools

ServiceNow

CSA Certification

Job description

## Senior Analyst IT Change Management - ServiceNowApply: 515 Hamilton Street: Full time: Posted Yesterday: REQ-0037722**Number of Positions In Requisition**1**Job Details**Responsible for leading the design, implementation, and continuous improvement of ITSM processes to ensure efficient, reliable, and compliant delivery of IT services across the organization. Plans and executes process improvement, service management, and change management projects. Focuses on governance, operational excellence, and continuous improvement of incident, change, request, problem, and knowledge management aligned with ITIL best practices and organizational requirements. Works with senior team members and leadership contributing to large, complex projects and work efforts.**Job Description****Summary** Responsible for leading the design, implementation, and continuous improvement of ITSM processes to ensure efficient, reliable, and compliant delivery of IT services across the organization. Plans and executes process improvement, service management, and change management projects. Focuses on governance, operational excellence, and continuous improvement of incident, change, request, problem, and knowledge management aligned with ITIL best practices and organizational requirements. Works with senior team members and leadership contributing to large, complex projects and work efforts. **Job Duties*** Owns ITSM processes such as incident, change, request, problem, and knowledge management, ensuring accurate documentation and compliance with ITIL standards and organizational goals* Drives initiatives to enhance and standardize workflows, foster continuous improvement, implement automation, and improve service quality* Analyzes process performance metrics, KPIs, and SLAs to identify opportunities for automation and efficiency* Serves as a liaison to and leads process review sessions with IS&T teams and stakeholders to identify and resolve process-related issues* Leads ITSM process updates and trains colleagues on standard procedures**Minimum Qualifications*** High School Diploma/GED* 5 years related work experience* Expertise in ITIL and ITSM frameworks* Ability to effectively deal with multiple and changing priorities* Strong organizational and analytical skills* Good communication and teamwork abilities**Preferred Qualifications*** Bachelor’s Degree* ITIL Foundations certification* ServiceNow CSA Certification* Previous Business Analyst experience* Previous Business Relationship Management experience**Additional Qualifications** **Physical Demands** Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, \\*patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR. Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.**Work Shift**Workday Day (United States of America)**Worker Sub Type**Regular**Employee Entity**Thomas Jefferson University**Primary Location Address**515 Hamilton Street, Allentown, Pennsylvania, United States of America