Apply on Employer Site

Hackensack Meridian Health · 14 hours ago

ITSM Developer/Reporting Analyst

United States

Full-time

Remote

Mid Level

4+ years exp

Hackensack Meridian Health is dedicated to transforming healthcare and fostering a collaborative work environment. The ITSM Developer & Reporting Analyst will be responsible for application code and report design for the ITSM program, focusing on building solutions and processes to enhance IT service management across the network.

Assisted LivingHealth CareHealth DiagnosticsHospitalMedical

Responsibilities

Design and administer the ITSM platform (ServiceNow), deploy applications, build service catalogue items, develop workflows, configure integrations and monitor performance

Develop custom integration components (SSO, CMDB, SAS connectors etc.) and integrate systems with ServiceNow using management, instrumentation, and discovery (MID) server, web services, chatops, email and other relevant technologies

Provide administrative ServiceNow support, including advanced support via troubleshooting, implementing bug fixes and root cause analysis

Design, implement and maintain reporting dashboards for ITSM processes

Develop supporting materials to ensure all stakeholders understand how to utilize the dashboards and leverage the information reported

Provide insight and intelligence into IT service performance utilizing the ITSM tool data and variety of business intelligence analytic tools

Recommend new Key Performance Indicators (KPI) for evaluating and analyzing process, vendor and service performance

Develop Service Level Agreement (SLA) scorecards and reports

Works with key stakeholders to understand and document reporting needs

Other duties and/or projects as assigned

Adheres to HMH Organizational competencies and standards of behavior

Qualification

ServiceNowITIL principlesData analyticsSQLRobotic Process AutomationReporting dashboardsCustomer serviceSense of urgencyProblem-solvingOrganizational skillsCommunication skillsFlexibilityTeam collaborationPresentation skillsAdaptabilityInterpersonal skillsTime managementAttention to detail

Required

Bachelor's degree in a relevant IT field such as computer science, computer information systems, etc., or an equivalent combination of education, training, and experience

Minimum of 4 or more years of experience with complex reporting, database views, metric definitions, and responsive dashboards for service management

Strong understanding of Information Technology Infrastructure Library (ITIL)/Information Technology Service Management (ITSM) principles and concepts

Fundamental understanding of the key technologies relevant to the ServiceNow integration solutions including: ServiceNow API's, SSO, SAML, SSL, Web Services, LDAP and ODBC

Experience implementing the following Core Process Areas: Incident, Problem, Change, Service Catalog, Request, and CMDB

Proven analytical and problem-solving abilities

Experience presenting ideas and solutions in non-technical, business-friendly terms

Excellent organizational skills with proven ability to manage multiple assignments and priorities successfully, delivering with high quality

Customer service oriented with excellent written and verbal communication skills

Ability to exhibit a sense of urgency, flexibility, and adaptability while preserving strong organizational and interpersonal skills

Strong proficiency with Google Workspace

Familiar with Microsoft SQL Server, SQL Server Management Studio, Structured Query Language (SQL), Open Database Connectivity (ODBC) and other forms of industry standard data connectivity concepts and products

Strong data analytics skills related to Extract Transform and Load (ETL) of data, data warehousing, data reconciliation, and data mining

ITIL V3 Foundation or ITIL 4 Foundation Certification

Preferred

IT delivery with solid understanding of Windows and Chrome platforms, Citrix, Oracle Business Intelligence/Analytics, networking and security technologies

Experience in Robotic Process Automation (RPA) tools such as UiPATH

Strong understanding of ServiceNow technologies/modules is a strong plus

Demonstrated proficiency in ITSM/ITIL best-practice and process standardization are also a plus

ServiceNow System Administrator Certification