Service Management Analyst, ServiceNow

Children's Mercy Hospital; Kansas City (MO); Remote; Full time

Job summary

Children's Mercy Hospital is seeking a Service Management Analyst to support IT Service Management processes primarily in ServiceNow. This remote role requires the candidate to be within driving distance of Kansas City and involves responsibilities such as managing incidents and generating reports. The ideal candidate will possess strong communication skills and a background in information systems.

Benefits

Competitive pay

Comprehensive benefits package

Diversity and inclusion initiatives

Qualifications

• 3-5 years' experience in Information Systems Process/Technology.
• Experience with ServiceNow is preferred.
• Must obtain ITIL Foundation Certification within 180 days.

Responsibilities

• Responsible for day-to-day analysis of incidents, problems, and requests.
• Support Service Management testing efforts and facilitate major incident conference bridges.
• Generate reports and dashboards to support work delivery processes.

Skills

Communication

Problem Solving

Analytical Skills

Education

Bachelor's Degree in Information Systems

ITIL Foundation Certification

Job description

Service Management Analyst, ServiceNow

Requisition ID

2025-33302

Requisition Post Information* : Posted Date

1 day ago(5/19/2025 11:06 AM)

Posting Category

Information Systems

Division

INFO SYSTEMS TECHNOLOGY

Work Type

Full Time

Work Hours

8-5

FLSA Status

Exempt

Location : Name

Adele Hall

Recruiter : Full Name: First Last

Terry Worthington-Brown

Recruiter : Email

[e-mail]

Thanks for your interest in Children's Mercy!

Do you envision finding a meaningful role with an inclusive and compassionate team? At Children's Mercy, we believe in making a difference in the lives of all children and shining a light of hope to the patients and families we serve. Our employees make the difference, which is why we have been recognized by U.S. News & World Report as a top pediatric hospital, for eleven consecutive years.

Children's Mercy is in the heart of Kansas City - a metro abounding in cultural experiences, vibrant communities and thriving businesses. This is where our patients and families live, work and play. This is a community that has embraced our hospital and we strive to say thanks by giving back. As a leader in children's health, we engage in meaningful programs and partnerships throughout the region so that we can improve the lives of children beyond the walls of our hospital.

Overview

The Service Management Analyst supports IT Service Management (ITSM) processes and services that interface with core IT Infrastructure processes, such as Problem, Change, Incident, Major Incident, or Knowledge Management. The Service Management Analyst supports assigned Service Management services and workflows.

Work is done mainly in ServiceNow.

Remote role, but will need to be within driving distance of the KC Metro.

At Children's Mercy, we are committed to ensuring that everyone feels welcomed within our walls. A successful candidate for this position will join us as we strive to create a workplace that reflects the community we serve, as well as our core values of kindness, curiosity, inclusion, team and integrity.

Additionally, it's important to us that we remain transparent with all potential job candidates. Because we value the safety of the patients and families we serve, as well as the Children's Mercy staff, we want to let you know that the seasonal influenza vaccine is a condition of employment for all employees in our organization. New employees must be willing to be vaccinated if found non-immune to measles, mumps, rubella (MMR) and chicken pox (varicella) and/or without evidence of tetanus, diphtheria, acellular pertussis (Tdap) vaccination since 2005. If you are selected for this position, you will be asked to supply your immunization records as proof of vaccination. If you and have any concerns about receiving these vaccines, medical and/or religious exemptions can be further discussed with Human Resources.

Responsibilities

Responsible for day-to-day analysis, participation, and completion of departmental workload in the form of Incidents, Problems, Requests/Tasks and Knowledge:

* Follow established processes and procedures in the form of training plans, knowledge base articles, and organizational documentation.

* Communicate and deliver both verbal and written communications in an accurate and effective manner to relay information to end users, team members, and appropriate escalation tiers within the organization with guidance from supervisor.

* Support Service Management (ITSM) testing efforts by conducting testing following defined test scripts and coordinating User Acceptance Testing.

* Assist in the identification, analysis, and resolution of IT problems to prevent recurrence and minimize impact on business operations.

* Audit ITSM policies and process adherence on a regular and timely basis.

* Facilitate the Change Advisory Board.

* Facilitate major incident conference bridges, accurately identifying and logging attendees, time lines and troubleshooting steps taken.

* Provide training on Service Management processes and tool to staff.

* Participate in on call rotation.

* Additional training and certifications as needed for the position.

Generate reports, dashboards, and other metrics into consumable format as requested by end users and leadership:

* Build reports and dashboards to support work delivery processes, KPIs and metric tracking, go-live support, and ad-hoc as requested.

* Create and maintain documentation pertaining to ITSM processes, standards, guidelines, workflows and associated training.

* Support and recommend improvements to ITSM process management and reporting.

Support projects, integrations, and implementation of new functionality or processes impacting the Service Management platform:

* Support projects impacting the ServiceNow platform as they relate to ITSM.

* Work with organizational project teams to ensure requirements for new services are in place and available for support via ServiceNow.

* Provide critical care support when new or modified process and/or supporting technology changes are introduced.

* Collaborate with the Service Management team and customers to identify potential process improvements.

* Support service management best-practice and process standardization across the IT organization.

* Champion best practices, service improvements, feature requests, and disseminating product changes.

Qualifications

Bachelor's Degree plus Information Systems Competencies and 3-5 years' experience. Information Systems Process/Technology, including ServiceNow OR
• High School diploma, or equivalent, and 7 or more years' experience. Information Systems Process/Technology including ServiceNow
• ITIL Foundation Certification highly preferred
  • Employees must obtain ITIL Foundation Certification or equivalent within 180 days
• ServiceNow Certified System Administrator Preferred after 1 Year

Benefits at Children's Mercy

The benefits plans at Children's Mercy are one of many reasons we are recognized as one of the best places to work in Kansas City. Our plans are designed to meet the changing needs of our employees and their families.

Learn more about Children's Mercy benefits.

Starting Pay

Our pay ranges are market competitive. The pay range for this job begins at $34.21/hr, but your salaried offer will be determined based upon your education and experience.

Remote Work/Work from Home

This position is entirely remote or work-from-home. The person hired must live in the Kansas City metro area and may attend on-site meetings, as scheduled.

EEO Employer/Disabled/Vet

Children's Mercy hires individuals based on their job skills, expertise and ability to maintain professional relationships with fellow employees, patients, parents and visitors. A personal interview, formal education and training, previous work experience, references and a criminal background investigation all are factors used to select the best candidates. The hospital does not discriminate against prospective or current employees based on the race, color, religion, sex, national origin, age, disability, creed, genetic information, sexual orientation, gender identity or expression, ancestry or veteran status. A drug screen will be performed upon hire. Children's Mercy is smoke and tobacco free.

Our commitment to Diversity & Inclusion

CM is committed to creating a diverse and inclusive workforce. Our patients and families come from all walks of life, and so do we. We know that our greatest strengths come from the people who make up our team so we hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our hospital stronger and our patient care more compassionate.

If you share our values and our enthusiasm for service, you will find a home at CM. In recruiting for our team, we welcome the unique contributions that you can bring, including education, ideas, culture, ethnicity, race, sex, sexual orientation, gender identity and expression, national origin, age, languages spoken, veteran status, color, religion, disability and beliefs.

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