ServiceNow Process Engineer (Analyst), Hybrid

University of Maryland - Columbia, MD

Full-time - Mid Level

Columbia, MD

11-50 employees

Educational Services

About the position

The position is responsible for gathering, understanding, and analyzing user requirements to develop or modify business applications that create significant value in a dynamic healthcare environment. The role involves partnering with various teams to ensure effective use of the ServiceNow Platform, with a focus on aligning applications and processes with organizational goals. The work is performed under limited supervision and reports directly to the Manager of Information Technology.

Responsibilities

• Bridge the gap between business needs and technology solutions, ensuring alignment of ServiceNow applications with organizational goals.
• Lead workshops with business teams to document findings, develop workflows, and design documents for existing and new workflows.
• Gather data and create visualizations to understand key issues and impacts.
• Document business and functional requirements to create stories for implementing and improving ITSM system functionality.
• Support testing of system modifications by developing test cases and overseeing user testing.
• Train new users on the ServiceNow platform and maintain technical guides for staff education.
• Prepare various types of written documentation, including application documentation and analytical reports.
• Provide recommendations for improving business processes and workflows.
• Assess complex data sets and perform root cause analysis for improvements.
• Participate in audits of ServiceNow system configuration to ensure compliance with policies and regulations.
• Work with stakeholders to define system requirements and build strong relationships.
• Collaborate with developers to ensure solutions meet customer expectations.
• Evaluate demand and develop priorities for requested system changes.
• Identify trends in data to deliver on Key Performance Indicators and recommend strategic decisions.
• Perform process modeling and documentation to define business KPIs and value targets.
• Monitor process performance metrics and report on KPIs to stakeholders.
• Ensure accurate data and create reports, visualizations, and dashboards.
• Recommend new ServiceNow functionality and stay updated on industry trends.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field, or equivalent experience.
• Five or more years of experience with large scale ITSM systems in an enterprise environment, including end-user support and system analysis.
• Three or more years of experience working with the ServiceNow platform as an ITSM Business Analyst or similar role.
• Experience in ServiceNow implementations preferred.
• Experience working in a healthcare environment preferred.
• Certified System Administrator and other ServiceNow certifications preferred.

Nice-to-haves

• Experience in process engineering with emphasis on ServiceNow implementations.
• Working knowledge of Agile Methodologies.
• Advanced skill in using Microsoft Office Suite.

Benefits

• Professional growth opportunities
• Supportive work environment
• Clinical variety in job responsibilities