Senior ServiceNow Business Analyst

Sentara Hospitals; Norfolk (VA); On-site; USD 101,000 - 150,000; Full time

Benefits offered by this job

Medical, Dental, Vision plans

401k/Employer Match

Paid Time Off

Job summary

Sentara Hospitals in Norfolk, VA seeks a Senior ServiceNow Business Analyst to support and optimize software applications, including builds, upgrades, and system enhancements. You will analyze clinical needs, evaluate releases, and recommend improvements to streamline processes and reduce costs.

The role requires 5+ years with ServiceNow, strong ITSM/ITOM knowledge, and hands-on Agile/Scrum experience. ITIL/ServiceNow certifications are preferred, with on-call support and cross-functional

Qualifications

• 5+ years of ServiceNow experience.
• Deep understanding of ITSM, ITOM, SPM, FSM, and other ServiceNow modules.
• Agile/Scrum methodology experience and, often, Scrum Master or product owner skills.
• Strong process modeling, data analysis, and business case development abilities.

Responsibilities

• Provide day-to-day support and optimization of software applications including builds, upgrades, and system enhancements.
• Analyze business/clinical needs and evaluate software releases for optimization opportunities.
• Develop test plans and perform testing of upgrades and patches; document progress and results.
• Handle problem, incident, and change management and on-call support for application issues.
• Coordinate projects or components of projects and communicate software issues and requirements to stakeholders.

Skills

ServiceNow

ITSM

ITOM

SPM

FSM

Agile/Scrum

Data analysis

Business case development

Education

Bachelor's BA, IT or Tech (Preferred)

ITIL Certification (Preferred)

ServiceNow Certification (Preferred)

Tools

ServiceNow

Job description

City/State

Norfolk, VA

Work Shift

First (Days)

Overview

The Senior ServiceNow Business Analyst responsible for day-to-day support and optimization of software applications, including builds, upgrades, and system enhancements. Analyzes business / clinical needs, evaluate software releases and/or new products, and gives recommendations to optimize processes and decrease expenses. Possesses in-depth business / clinical and application knowledge and experience. Performs and documents workflow assessments to determine functional requirements for optimal utilization of applications. Develops system test plans and performs testing of software upgrades and patches. Maintains a record of test progress and test results. Responsible for problem, incident, and change management and service requests. Provides daily on-call support to the customer base for application-related issues. Works within a cross-functional team and with end-users to achieve application integration to meet business / clinical needs. Responsible for the communication of software issues, requirements, upgrades, and enhancements. Oversees smaller-sized projects or components of projects. Coordinates implementation or project planning around software application releases.

Senior Professional Responsibilities

• Managing projects/processes and working independently with limited supervision.
• Coaching and reviewing the work of lower-level professionals.
• Problems faced are difficult and sometimes complex.

Education

Bachelor's BA, IT or Tech (Preferred)

Certification/Licensure

ITIL and ServiceNow certifications (Administrator, Implementation Specialist etc.) preferred.

Experience

• Min 5 years of ServiceNow experience.
• Deep understanding of ITSM, ITOM, SPM, FSM, and other ServiceNow modules.
• Agile/Scrum methodology experience and, often, Scrum Master or product owner skills.
• Strong process modeling, data analysis, and business case development abilities.

Compensation

We provide market-competitive compensation packages, inclusive of base pay, incentives, and benefits. The base pay range for full-time employment is $100,817.60 - $149,656.00 annually. Additional compensation may be available for this role, such as shift differentials, on-call pay, shift premiums, extra-shift incentives, or bonus opportunities. Compensation within the range may vary based on qualifications, experience, location, market conditions, and business needs. Note: If an annual salary is posted, it is based on a full-time colleague working 2,080 hours annually.

Benefits

• Medical, Dental, Vision plans
• Adoption, Fertility and Surrogacy Reimbursement up to $10,000
• Paid Time Off and Sick Leave
• Paid Parental & Family Caregiver Leave
• Emergency Backup Care
• Long-Term, Short-Term Disability, and Critical Illness plans
• Life Insurance
• 401k/403B with Employer Match
• Tuition Assistance - $5,250/year and discounted educational opportunities through Guild Education
• Student Debt Pay Down - $10,000
• Pet Insurance
• Legal Resources Plan
• Colleagues have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met.

Diversity and Inclusion

Sentara Health is an equal opportunity employer and prides itself on the diversity and inclusiveness of its close to an almost 30,000-member workforce. Diversity, inclusion, and belonging is a guiding principle of the organization to ensure its workforce reflects the communities it serves.

In support of our mission "to improve health every day," this is a tobacco-free environment.

Remote Work Locations

For positions that are available as remote work, Sentara Health employs associates in the following states:Alabama, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Louisiana, Maine, Maryland, Minnesota, Nebraska, Nevada, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.