ITSM Developer/Reporting Analyst
US-NJ-Edison
Hackensack Meridian Health
Req #: 170791
Type: Full Time with Benefits
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Overview: Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives - and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It's also about how we support one another and how we show up for our community. Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change. The Information Technology Service Management (ITSM) Developer & Reporting Analyst will be responsible for application code and report design for the ITSM program across the Hackensack Meridian Health (HMH) network. Works with key business units and process owners in order to build solutions and processes, supporting maintenance, continual service improvement, and new capabilities on the ITSM platform (ServiceNow). This position will offer a remote working schedule. Responsibilities: A day in the life of an ITSM Developer/Reporting Analyst with Hackensack Meridian Health includes: * 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. Qualifications: Education, Knowledge, Skills and Abilities 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. Education, Knowledge, Skills and Abilities 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. Licenses and Certifications Required: * ITIL V3 Foundation or ITIL 4 Foundation Certification. Licenses and Certifications Preferred: * ServiceNow System Administrator Certification. If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!
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