ServiceNow Process Engineer (Analyst), Hybrid - University of Maryland Medical System

The University of Maryland Medical System is a 14-hospital system with academic, community and specialty medical services reaching every part of Maryland and beyond. UMMS is a national and regional referral center for trauma, cancer care, Neurocare, cardiac care, women’s and children’s health and physical rehabilitation. UMMS is the fourth largest private employer in the Baltimore metropolitan area and one of the top 20 employers in the state of Maryland. No organization will give you the clinical variety, the support, or the opportunities for professional growth that you’ll enjoy as a member of our team. 

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.

Education/Experience

1. Bachelor's degree in Computer Science, Information Technology, Business Administration or related field, or the equivalent combination of education, training and experience.
2. Five (5) plus years of experience with large scale ITSM systems in an enterprise environment, including end-user support; report development, system analysis for fit to business needs, ad-hoc analysis and auditing of system data, and use of Agile for development and delivery.
3. Three (3) plus years of experience working with the ServiceNow platform as an ITSM Business Analyst, Engineer or similar role within the above Five (5) plus years of experience.
4. Experience in ServiceNow implementations preferred.
5. Experience working in a healthcare environment preferred.
6. Certified System Administrator and other ServiceNow certifications preferred.

 Knowledge, Skills and Abilities

1. Advanced knowledge and understanding of ITIL Incident, Problem, Change, Configuration, and Request Management processes.
2. Advanced knowledge and deep understanding of the ServiceNow platform including ITSM, ITOM, PPM and other interrelated modules.
3. Advanced knowledge of process engineering with emphasis on ServiceNow implementations and process transformation.
4. Ability to translate business and functional requirements into sustainable ServiceNow solutions.
5. Working knowledge of Agile Methodologies.
6. Working knowledge and experience in all project life cycle phases, including fit/gap analysis, product design, build, test, implementation and stabilization.
7. Ability to promote a sense of collaboration among departments with different goals and objectives.
8. Ability to present process and data in a clear and concise manner with verbal communications and written/image projection.
9. Advanced skill using innovative thinking to solve problems and facilitate the decision-making process.
10. Advanced skill communicating complex technical concepts to non-technical audiences.
11. Advanced skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes.
12. Advanced skill presenting findings, conclusions, alternatives and information clearly and concisely.
13. Advanced skill developing and maintaining collaborative working relationships with all levels of leadership, staff and vendors.
14. Advanced analytical skills to include summarizing information and clearly identifying key elements, patterns, results or relationships.
15. Advanced analytical, conceptual thinking, planning, organizational, and problem-solving skills.
16. Advanced skill to communicate effectively with all levels of leadership and staff.
17. Demonstrated ability to perform detailed tasks with a high degree of accuracy.
18. Advanced skill in the use of Microsoft Office Suite (e.g., Access, Excel, Word, PowerPoint).
19. Advanced verbal, written and interpersonal communication skills.

All your information will be kept confidential according to EEO guidelines.