Senior Service Center Analyst, ServiceNow, Full-time, Days - Northwestern Memorial Healthcare

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

The Senior Service Center 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 MyNM Service Center provides support to the NM Workforce through self-service functions and Service Center Representatives. The Senior Service Center Analyst supports a variety of internal teams by using business, technical and analytic experience to improve processes and solve problems. The Senior Analyst serves as an innovative, insightful, and trusted partner, soliciting feedback and advising team members and leadership with data-driven recommendations.

The Senior Analyst facilitates and captures stakeholder’s requirements and use cases while understanding the business strategy and ensuring processes, tools, and templates are utilized consistently.

Responsibilities:

• Strong background in ServiceNow administration\development.
• Proficient ServiceNow analysis skill and capability to identify downstream implications
• ITIL senior experience
• ITSM senior experience
• Demonstrated ability to create/maintain process/policy documentation
• Create and deliver training on the development and management of documentation and other knowledge resources
• 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
• Prepare PowerPoint and other reports for all levels of management and stakeholders
• Work in an Agile methodology, and participate in agile ceremonies providing insight and expertise in level of effort, timeline, and status updates
• 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
• Experience building well organized catalog items/record producers.
• Advanced understanding of Flow Designer and Workflow.
• JavaScript development experience within the ServiceNow platform

Required:

• BA or BS Degree with concentration in human resources, information technology or related human resources or four additional years of relevant experience.
• 5 or more of years relevant experience combined experience in IS, HR, Finance, Supply Chain or similar function and/or experience as an analyst supporting processes and systems.
• Well-developed analytical and problem-solving skills and logical reasoning
• Experience and understanding of Service Center technologies, HR information systems, and system interfaces.
• Strong attention to detail and accuracy while managing multiple tasks.
• Ability to listen and question effectively.
• Ability to work effectively as an individual and as a member of a team.
• Openness to partner with a variety of users and develop a thorough understanding of their business.
• A curiosity to experiment with innovative ideas, methods, procedures, and technologies.
• Ability to communicate complex topics, ideas, or analytics in ways that clarify customers’ needs and supply them with the insights.

Northwestern 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.