[Remote] ITSM Developer/Reporting Analyst

Note: The job is a remote job and is open to candidates in USA. 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.

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

Skills
• 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
• 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

Benefits
• Health
• Dental
• Vision
• Paid leave
• Tuition reimbursement
• Retirement benefits

Company Overview
• Hackensack Meridian Health is a health care organization that offers research and medical services. It was founded in 2016, and is headquartered in Edison, New Jersey, USA, with a workforce of 10001+ employees. Its website is https://www.hackensackmeridianhealth.org.

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