Sr IT Analyst - CommonSpirit Health

CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.

Individuals within the Information Technology and Digital Analyst job family serve a vital function as the key liaison between business and technology stakeholders, forging business ideas and processes into concrete requirements to support business operations across the entire CommonSpirit Health enterprise. Solutions must be developed at the best possible cost and align to CommonSpirit’s IT standards, and governance and controls. 

To be successful, individuals must possess a combination of business, technical, and leadership skills. This requires an understanding of customers’ business needs, processes, and functions. Individuals must possess the ability to quickly grasp business needs and assess impact to IT operations and systems and are responsible for facilitating the technical requirements analysis process, developing strong working relationships with business partners, and building knowledge in assigned areas of technical expertise. Specifically for hardware and software configuration management within ServiceNOW

Individuals working in this job family must possess the capacity to identify, analyze and drive problems to resolution. In addition, individuals working in this job family must possess excellent communication skills and the ability to influence and collaborate with others. They must also be able to quickly assess the impact of issues, metrics and dependencies to identify, prioritize and implement improvements.

The Senior Analyst will have a thorough and comprehensive mastery of processes/technologies for their assigned area of responsibility within our ServiceNOW platform.  Assignments are large in scope and highly complex. They assist with evaluation, design and implementation of services for new or modified processes or solutions as well as serve as escalation support to Tier 1 and Tier 2 analysts.

• Maintains processes and checks that all maintenance activities are dealt with according to agreed procedures. Uses software and data analysis to investigate issues, collect performance statistics and create reports. Diagnose process issues and initiates actions to maintain or improve levels of service.
• Iniaties reviews of the benefits and value of processes for tools/procedures and recommends improvements.
• Leads focused technical analysis discussions looking at software and hardware provisioning data, subscription and entitlement workflows, and maintains relationships and communication channels with contracting and finance departments
• Evaluates the need for analytics, assesses the problems to be solved and what internal or external data sources to use or acquire. Manage vendor relationships, as well as specifies and applies appropriate techniques to analyze data, generate insights to create value and support decision-making.
• Responsible for completing all tasks assigned and associated documentation within committed timeframes, and effectively communicating across teams and all levels of management.
• Works on one or more assignments as an expert and sometimes provides direction where required.
• Assignments are medium to highly complex projects or tasks.
• Performs audits to check the accuracy of information and undertakes any necessary corrective action under direction which includes pulling and analyzing information from Lawson and ServiceNOW.
• Selects, acquires and integrates data for analysis. Develops data hypotheses and methods, evaluates analytics models, creates reports and dashboards, as well as shares insights and findings.
• Maintains processes and checks that all activities are dealt with according to agreed procedures. Uses software and tools to investigate issues, collect performance statistics and create reports. Diagnose process issues and initiates actions to maintain or improve levels of service.
• Reviews and identifies the benefits and value of techniques, processes, or tools and recommends improvements.
• Work with end users, managers, departments, developers, and team members to procure specific IT hardware and software asset management data 
• Additional responsibilities as assigned.
• Remote eligible.

• Requires a bachelor's degree in Computer Science, Technology, Medical, Business discipline or equivalent experience.
• Requires 6 or more years of experience as a business, data, or technical analyst.
• Requires a bachelor's degree in Computer Science, Technology, Medical, Business discipline or equivalent experience.
• Requires 5 or more years of experience as a business, data, or technical analyst.
• Requires 3 or more years of ServiceNOW experience, HAM/EAM/SAM experience preferred
• Prefer experience in a healthcare or hospital/medical related industry
• Experience working with project life cycle and project management methodologies is helpful.
• Advanced oral and written communication skills are required. This includes the ability to present highly technical concepts, solutions, and issues in a manner business managers can leverage to support their business operations.
• Proven abilities in problem management, process analysis and root cause analysis is required.
• Agile, Scrum, ASQ, IEEE, ACM or other related software engineering certification are preferred.
• ITIL Foundation preferred.
• Capacity to leverage strong analytical and problem-solving skills to recommend solutions.
• Scripting experience is highly desirable.
• Advanced understanding and comfort leading business and technology partners through a structured development and/or implementation life cycle and support model.
• Ability to understand technology projects and concepts as they relate to high-level business objectives, and ability to present those concepts to both IT and non-IT leadership in a concise and easily-understandable manner.
• Ability to handle multiple tasks, set priorities, schedule and meet deadlines is required.
• Ability to work independently and in a complex, matrixed, and particularly outsourced team environment is required.
• Software and Hardware true-up and audit experience preferred
• Excellent command of key productivity applications is required.
• Operational knowledge of CommonSpirit business operations, legacy systems, interfaces/EDI, and evolving technology is desired.
• Contract management and the ability to understand financial responsibilities of contracts preferred.