Technical Analyst, ServiceNow CMDB / ITSM

Northwestern Medicine; Chicago (IL); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Benefits information

Online benefits resources

Job summary

Northwestern Medicine Information Services seeks a Technical Analyst to support end-to-end ITSM processes and ensure reliable service delivery across the ServiceNow platform. The role emphasizes governance, data-driven improvements, and collaboration with clinical and administrative teams to align technology with patient care goals.

The ideal candidate brings several years of technical experience, strong communication skills, and the ability to work across multiple environments, including

Qualifications

• 3+ years technical experience
• Excellent verbal and written communications skills
• Experience with ITSM processes and ServiceNow
• Understanding of clinical and administrative healthcare environments

Responsibilities

• Develops proficient competence for assigned services and systems while grasping the integration and interaction of all supported services and systems
• Provides guidance and support for computing platforms and systems integration.
• Actively participates in on-going processes to integrate end users requests with software functionality.
• Contributes to analysis and recommendations relating to performance and/or capacity of systems to ensure reliability for current and/or future use.
• Provides diagnostic skills and expertise to coordinate problem determination and resolution, with vendors and manufacturers, across the full range of NMHC distributed systems IT environment.

Skills

Analytical thinking

Problem solving

Customer focus

Verbal communication

Team collaboration

On-call support

Education

Bachelor's degree or equivalent experience

Job description

Description

The Technical Analyst, reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

Supports end-to-end ITSM processes and standards across the service lifecycle, ensuring consistent governance and reliable service delivery.

Operates in primary and backup capacities to maintain operational stability and continuity of ITSM services.

Facilitates ITSM governance and execution through operational coordination, reviews, data maintenance, and lifecycle support activities.

Drives ITSM process maturity and alignment with business objectives through data driven insights, automation opportunities, and optimized ServiceNow solutions

Northwestern Medicine Information Services drives innovative, high-value solutions to transform health care.

We are committed to supporting the relentless pursuit of better medicine by providing exceptional service to our patients and guests as well as internal clients across the organization. To ensure excellence, our team goes to extraordinary lengths to ensure that our systems work together seamlessly.

Northwestern Medicine understands that technology plays an integral role in shaping the future of health care. Information Services strategically supports the organization by:

• Leveraging AI, automation and rollout of advanced cyber controls that support digital transformation strategies
• Implementing advanced technologies in clinical and administrative areas
• Furthering development of the end user support model to help enhance modern infrastructure

Responsibilities

General Skills

• Develops proficient competence for assigned services and systems while grasping the integration and interaction of all supported services and systems
• Provides guidance and support for computing platforms and systems integration.
• Actively participates in on-going processes to integrate end users requests with software functionality.
• Contributes to analysis and recommendations relating to performance and/or capacity of systems to ensure reliability for current and/or future use.
• Provides diagnostic skills and expertise to coordinate problem determination and resolution, with vendors and manufacturers, across the full range of NMHC distributed systems IT environment.

Customer Service

• Responds thoroughly and promptly to customer needs as defined in conjunction with our customers. Follows issues through to closure. Includes all aspects of customers (NMHC technology users, IS team members, etc.).
• Works effectively in supporting the technical teams and customers with project and support activities. Actively participates and communicates with the project teams. Prepares and delivers effective support by seeking a thorough understanding of the team’s goals and objectives.
• Understands the business and clinical processes at NMHC and the operational environments of assigned customers.

Communication Skills

• Communicates clearly, responsively, and purposely with customers and team members.
• Develops effective relationships with users and other IS team members to enhance the timeliness and effectiveness of IT solutions.

Planning

• Assists with projects in the planning, design, development, testing, and implementation of application software code. This could include preparing time estimates for project activities and helping develop project timelines, monitoring performance, and reporting progress toward project milestones
• Analyzes business requirements, recommends system changes, writes technical specifications and implements systems and system changes to address changing application requirements.
• Provides support including the identification and implementation of NMHC best practice standards.

Personal and Staff Development

• Seeks to improve talents and skills consistent with overall IS direction.
• Provides mentoring and acts as a resource for Associate Analyst, and other application team members.

Teamwork

• Focuses on IS team success and promotes collaborative efforts with others.
• Shifts among different support and project roles as required by situation.
• Adapts well to rapid change and multiple priorities.
• Contributes to the IS Knowledge Repository.
• This position requires participation in an on-call support to ensure the availability and performance of our systems.

Qualifications

Minimum Requirements

Experience

• 3+ years technical experience

Behavioral Attributes

• Excellent verbal and written communications skills

Preferred

• Bachelors in related field (or equivalent experience)
• 3+ years of experience in core discipline in the healthcare industry

Equal Opportunity

Northwestern Medicine is an equal opportunity employer (disability, VETS) and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.

Background Check

Northwestern Medicine conducts a background check that includes criminal history on newly hired team members and, at times, internal transfers. If you are offered a position with us, you will be required to complete an authorization and disclosure form that gives Northwestern Medicine permission to run the background check. Results are evaluated on a case-by-case basis, and we follow all local, state, and federal laws, including the Illinois Health Care Worker Background Check Act.

Artificial Intelligence Disclosure

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.

Benefits

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events.

Click on or copy and paste URL to your browser to view detailed benefits information https://jobs.nm.org/benefits

Please refer to the Benefits Eligibility by Employment Classification to determine benefits eligibility for job postings.

If sign-on bonus is included in a job posting eligibility is as followed: Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign-on bonus. Exception: New graduate internal employees seeking their first licensed clinical position as a Registered Nurse at NM may be eligible.