ServiceNow SPM (Strategic Portfolio Management)

The Lead ServiceNow Analyst should have hands on experience with CMDB/CSDM, SPM (Strategic Portfolio Management) which includes Demand, Project, Resource, Strategic planning and Portfolio planning. This position independently addresses issues and design decisions of moderate to high complexity with little or no supervision and delivers clear communication and documentation of complex concepts and issues related to applications, interfaces, data structures, and workflows across the organization.
What you will do

• Provide tier-2 support of application incidents reported through the help desk; including 24/7 on call coverage as required
• Provide analytical assistance to junior team members to resolve application incidents, maintenance items, and enhancement requests on the ServiceNow platform
• Coordinate application support with other information technology teams including Infrastructure, Integration, Reporting, and the help desk
• Implement changes using documented procedures that are compliant with department s policies and procedures
• Work with and mentor junior staff members to document workflows
• Act as a technology subject matter expert and clearly communicate technical concepts in business terms between and across the different groups while influencing outcomes
• Maintain up-to-date project documents for all initiatives that include technical details, user expectations, project goals, work effort, accountability, and deliverables
• Continually identity opportunities for functional and stability improvement on the ServiceNow platform
• Identify system optimization and enhancements and collaborate with vendors and other TDS teams
• Anticipate and resolve system problems
• Participate in and frequently facilitate/organize team and cross-team meetings and maintain appropriate meeting records
• Perform daily monitoring of ServiceNow platform in production use.
• Coordinate ServiceNow application support with various SHC departments like TDS, Finance, HR, Supply Chain, facilities etc.
• Assist in the implementation of low and medium complexity ServiceNow workflows.
• Drive major upgrade of platform.
• Assist in requirements gathering for various ServiceNow modules like ITSM, SPM, CMDB, HRSD/SLO/FSM/EAM and custom applications
• Assist in any testing that is required as part of new implementations, enhancements or upgrades.
• Implement changes using documented procedures that are compliant with department s policies and procedures.
• Participate in team and cross-team meetings and maintain appropriate meeting records.
• Provide ongoing troubleshooting, support, and maintenance of ServiceNow platform; including 24/7 on call coverage as required.
• Take ownership of low complexity issues and act as a liaison between customer and other support staff to facilitate resolution.

Education Qualifications

• Bachelor's Degree in related field is required.

Experience Qualifications

• Eight (8) to ten (10) years of progressively responsible and directly related work experience in healthcare or technology related work environment Required. Experience with 2 major implementations or upgrades.

Required Knowledge, Skills and Abilities

• Knowledge of ServiceNow modules ITSM, ITBM/SPM and one of HRSD, SLO, FSM.
• Knowledge of front-end browser technologies including HTML, CSS, and JavaScript
• Knowledge of Active Directory / LDAP
• Drive technical excellence and implementation of best engineering practices for the ServiceNow Platform.
• Lead role in the implementation of complex ServiceNow initiatives and workflows.
• Ability to solution for business problem utilizing ServiceNow platform
• Ability to conduct requirements sessions and document stories and other artifacts for delivery.
• Ability to collaborate and build consensus with stakeholders.
• Ability to understand and adhere to operational standards, policies, and procedures.