Technical Analyst, ServiceNow, Full-time, Days

Company: Northwestern Medicine
Location: Chicago
Posted on: February 11, 2025

Job Description:

DescriptionThe Senior 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.The Senior Technical Analyst is responsible for keeping their assigned or designated application systems and their associated software fully operational and well-integrated into NM information technology environment. This position also monitors, analyzes and plans upgrades, as necessary, to ensure adequate capacity and availability to meet the user needs.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 infrastructureSkills:
  • Background in ServiceNow administration
  • Experience building well organized catalog items/record producers.
  • Proficient ServiceNow analysis skill and capability to identify downstream implications
  • ITIL experience
  • Demonstrated ability to create/maintain process/policy documentation
  • Analyze feedback, usage statistics, AI search results and other data to prioritize creation, improvement of knowledge resources and search tuning
  • Analyze and use continuous improvement approaches that ensure linkage among other ITSM processes, other ServiceNow modules and NM health system to develop unified and consistent service delivery
  • Leverage leading practice experience to identify and champion recommendations for improvements opportunities within Knowledge and Request process areas
  • Monitor Knowledge and Request processes within the environment and throughout the ITSM process life cycle; validate adherence to specified process requirements and measurement activities; leads quality assurance activities related to process
  • Perform as a self-starter who manages end-to-end efforts, working independently as well as within a team environment
  • Ability to interact and communicate with end-users, management and IS personnel
  • Deliver high quality work and can adapt to new challenges, either on their own or as part of a team
  • Demonstrated ability to analyze data to show Knowledge/Request process or technical improvement/gaps/challenges and ability to action these
  • Experience with Knowledge/Request process, governance, compliance and adherence
  • Experience establishing and tracking Knowledge/Request KPIs
  • Stay up to date with industry trends technology and upcoming technology
  • Demonstrated ability to continue professional development to learn new technologies
  • Works to develop new and innovative ways to automate functions and processes to gain efficiencies
  • Advanced understanding of Flow Designer.
  • JavaScript development experience within the ServiceNow platform.QualificationsRequired:
    • 7+ years of experience in core discipline
    • Excellent verbal and written communications skillsPreferred:
      • Bachelor's degree in related field (or equivalent experience)
      • 5+ years of experience in core discipline in the healthcare industryEqual OpportunityNorthwestern Medicine is an affirmative action/equal opportunity employer 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.
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Keywords: Northwestern Medicine, Chicago , Technical Analyst, ServiceNow, Full-time, Days, IT / Software / Systems , Chicago, Illinois