Senior Analyst IT Change Management - ServiceNow

Jefferson; United States; In loco; USD 75.000 - 110.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Retirement plans

Tuition assistance

Descrizione del lavoro

Thomas Jefferson University seeks a seasoned ITSM Professional to lead the design, implementation, and continuous improvement of ITSM processes across the organization. You will plan and execute process improvement, service management, and change management projects in alignment with ITIL standards and organizational goals.

Working with senior team members and leadership, you will drive governance, operational excellence, and cross-functional collaboration to optimize incident, change, request,

Competenze

• High School Diploma/GED plus 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.
• Bachelor’s Degree and ITIL Foundations and ServiceNow CSA certifications preferred.

Mansioni

• 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.

Conoscenze

ITIL/ITSM frameworks

Multitasking/priorities

Analytical skills

Communication & teamwork

High School Diploma

5 years experience

Formazione

Bachelor's Degree

ITIL Foundations certification

ServiceNow CSA Certification

Descrizione del lavoro

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

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

Thomas Jefferson University

Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health, nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.

Jefferson is committed to providing equal educational and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status.

Benefits

• Benefits Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts.
• Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service.
• All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps), have access to medical (including prescription) insurance.

If you are enthusiastic, caring and dedicated to service excellence, we invite you to consider joining Jefferson.

Jefferson encourages its employees to expand their knowledge and develop their careers through growth opportunities and continuing education.

With a long standing history, Jefferson has been advancing the medical field from the heart of Center City Philadelphia for nearly 200 years. Our Mission, We Improve Lives, expands to every corner of the organization. From our weekly farmer’s market, to our new Jefferson Accelerator Zone for innovation, our employees’ passion for the community is evident by the daily gestures towards our patients, students and each other.