Information Technology Service Manager (ITSM) - Business Analyst - Hackensack Meridian Health

Our team members are the heart of what makes us better.

At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Information Technology Service Management (ITSM) Business Analyst will be responsible for overall coordination with the service and process owners and technology teams to ensure that ITSM tool features are properly defined, documented, planned, executed, and verified across the Hackensack Meridian Health (HMH) network. Will collaborate with key business and technology partners to generate ideas and execute key initiatives, owning timelines and holding stakeholders accountable to dates and results. This individual will apply service management best-practice and Information Technology Infrastructure Library (ITIL) process standardization to enhance the customer experience.

This is a hybrid position where the candidate will be expected to come into the office once a quarter.

The ideal candidate will have experience with Service Now, a Service Management Platform, Agile development, Google Suite,  Service Catalogue User Experience (UX) for improving customers' experience as well as implementing SLAs and reporting on response times based on business needs.

A day in the life of a Information Technology Service Management (ITSM) Business Analyst at Hackensack Meridian Health includes:

• Assist process owners with day-to-day process functions including measurement, reporting, analysis, auditing, training, etc.
• Decompose high-level information into granular details and general understanding in documentation, presentations and training materials.
• Build trusting, collaborative relationships and partnerships with internal and external stakeholders and support teams.
• Maintain an attitude of commitment and responsibility by understanding the needs of internal and external customers.
• Adhere to and promote defined ITSM processes, procedures, and best practices.
• Train IT personnel on ITSM processes and tools as needed.
• Utilize ITSM reporting tools and dashboards to track key process metrics and identify improvement opportunities.
• Help facilitate cross team communication collaboration
• Assist with Configuration Management Database (CMDB) data upkeep, reporting, auditing, compliance, etc.
• Assist with meeting preparation, facilitation, and action tracking.
• Other duties and/or projects as assigned.
• Adhere to HMH's Organizational and Managerial competencies and standards of behavior.

Education, Knowledge, Skills and Abilities Required:

• Bachelor's degree in IT, Business Management or other related IT/health field.
• Minimum of 4 or more years of experience working in IT Service Management specifically supporting one or more of the following process areas; Incident Management, Change Management, Problem Management, Request Management, Service Catalog Configuration Management or CMDB.
• Experience with an ITSM toolset, preferably, BMC FootPrints.
• Proficient in applying Information Technology Infrastructure Library (ITIL)/Information Technology Service Management (ITSM) principles and concepts.
• Adhere to and promote defined ITSM processes, procedures, and best practices.
• Excellent organizational skills with proven ability to manage multiple assignments and priorities successfully, delivering with high quality.
• Customer service oriented with excellent written and verbal communication skills.
• Desire and ability to quickly learn and apply new concepts.
• Ability to exhibit a sense of urgency, flexibility, and adaptability while preserving strong organizational and interpersonal skills.
• Experience with Visio process mapping.
• Experience with data analysis.
• Experience with meeting facilitation and action item tracking.
• Strong proficiency with Microsoft Office Suite, especially Excel and PowerPoint.

Education, Knowledge, Skills and Abilities Preferred:

• Prior experience working in a matrixed environment.

Licenses and Certifications Required:

• ITIL v3 or v4 Foundation Certification at hire or to be obtained within 1 year of hire.

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!