Schedule: Full time
Shift: Day (United States of America)
Address: 900 HOPE WAY
City: ALTAMONTE SPRINGS
State: Florida
Postal Code: 32714
Job Description:Responsible for gathering IT and business stakeholder requirements related to ServiceNow and transforming them into viable solutions. This position works directly with leaders in the Service Management Office to interpret requirements and educate on development activities. Additionally, this role plans, manages, documents, and analyzes functional and testing requirements, identifies gaps, and proposes alternative approaches. In addition, this position serves as a translator between technical teams and the business community, providing guidance on applications and solutions. Ensures alignment of IT solutions with business initiatives and develops minor enhancements to the ServiceNow application as needed.
- Coordinates with stakeholders to gather and document service requirements and specifications.
- Designs and implements service level agreements (SLAs) and operational level agreements (OLAs).
- Develops service design packages that include service models, architectures, and processes.
- Manages the transition of new or changed services into the live environment, ensuring minimal disruption.
- Oversees the configuration management process to maintain accurate records of service assets and configurations.
- Manages change requests and assesses their impact on existing services. Monitors and analyzes service performance to ensure compliance with SLAs and identify areas for improvement.
- Develops and maintains incident management processes to quickly resolve service disruptions.
- Implements problem management practices to identify root causes and prevent recurring issues.
- Coordinates release management activities to ensure smooth deployment of new or updated services.
- Provides training and support to service desk and operations staff on new or updated services.
- Collaborates with IT and business teams to ensure alignment of service management practices with organizational goals.
- Other duties as assigned.
Knowledge, Skills, and Abilities: - Knowledge of the Service Management toolsets / ServiceNow and how it relates to other ITSM processes. [Required]
- Strong understanding of CMDB and ServiceNow DB Architecture. [Required]
- Exposure in ServiceNow Implementations (ITSM, ITAM, SPM, ITOM, CSM) and platform upgrades. [Required]
- Self-motivated and disciplined, with excellent analytical, technical, and organizational skills. [Required]
- Demonstrated skills in data management, solving problems and able to work collaboratively within a team or independently. [Required]
- Strong oral and written communication skills. [Required]
- Knowledge of Service Management and how it relates to technology workflows throughout a healthcare organization [Preferred]
- Knowledge of Application Portfolio Management (APM) and how it relates to Technology Business Management (TBM) workflows. [Preferred]
- Proven ability to foster a culture of diversity and innovation within Service Management and Service Delivery. [Preferred]
- Understands technical and functional design requirements related to ServiceNow. [Preferred]
- Create and manage Catalog Items, scripts and workflow. [Preferred]
Education: - Bachelor's [Required]
- Master's [Preferred]
Field of Study: - in IT, Computer Science, or MIS.
- in IT / Computer Science or MIS plus 2+ years of experience
Work Experience: - 4+ enterprise experience in ITSM tools / ServiceNow [Preferred]
- 4+ experience [Required]
- Enterprise experience in healthcare environment [Preferred]
- Equivalent experience [Required]
- Experience configuring and developing in ServiceNow is [Preferred]
- Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell [Preferred]
- Experience in ServiceNow Catalog Management, Knowledge management and Reporting. [Required]
- Experience in ServiceNow multiple implementations and upgrades. [Preferred]
- Experience using a structured SDLC, or agile/scrum methodology required. [Required]
- Proven experience of documenting Business Requirements, Functional Specifications, Test Scripts and Test Plans, and End User Training [Required]
Additional Information: Licenses and Certifications: - ServiceNow Certified System Administrator (CSA) [Required]
- Certified System Administrator (CSA) [Required]
- Information Technology Infrastructure Library (ITIL) [Preferred]
- ITIL 4 Foundation Certification (ITIL 4) [Preferred]
Physical Requirements: (Please click the link below to view work requirements)
Physical Requirements - https://tinyurl.com/23km2677
Pay Range:$72,786.83 - $135,385.27
