General Summary

Responsible for gathering, understanding and analyzing user requirements to develop new and/or modify existing business applications which create significant business value in a dynamic healthcare environment. Partner with the ITSM Service Operations Team, UMMS IT, and business entities to ensure highly effective and consistent use of the ServiceNow Platform. Work is performed under limited supervision. Direct report to the Manager Information Technology.

Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by individuals assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

1. Responsible for bridging the gap between business needs and technology solutions, ensuring that our ServiceNow applications and business processes align with our organizational goals.
2. Lead workshops with business teams for customer processes, document findings, develop/propose workflows, and design documents for existing and new workflows to maximize the capabilities of the ServiceNow platform.
3. Gather data and create data and/or process visualizations to more deeply understand key issues and associated impacts.
4. Document business and functional requirements to create stories needed to implement, modify and improve the ITSM system functionality to enhance business and IT operations.
5. Support testing of system modifications and upgrades/updates by developing test cases, overseeing user testing, and documenting results.
6. Train new users in the use of ServiceNow platform and associated interfaces/integrations; develop and maintain technical guides to inform and educate staff in the use of the ITSM system.
7. Prepare various types of written documentation (e.g., application documentation, analytical reports, functional specifications, training manuals and status reports).
8. Provide recommendations and implementation strategies for improving business processes, procedures, and workflows.
9. Assess complex data sets, perform root cause analysis and make recommendations for improvements.
10. Participate in periodic audits of ServiceNow system configuration and transactions to ensure compliance with UMMS policies and regulatory requirements.
11. Work with stakeholders to define and understand system requirements, building strong relationships and trust.
12. Work with developers and architects to ensure developed solutions meet customer expectations.
13. Partner with internal teams to evaluate demand and develop priorities, timelines and level of effort for requested system changes.
14. Identify trends and patterns in data to deliver on Key Performance Indicators across business units and make/recommend strategic business decisions.
15. Perform process modeling and documentation, including reports and dashboards to define business KPIs and value targets.
16. Monitor process performance metrics, track improvements, and report on key performance indicators (KPIs) to stakeholders and management.
17. Ensure accurate data and create reports, visualizations, filters and dashboards.
18. Recommend new ServiceNow platform functionality, keeping abreast of new features and enhancements.
19. Stay up to date with the latest ServiceNow features, releases, and industry trends to drive continuous improvement and innovation.
20. Perform other duties as assigned.