Technical Analyst, ServiceNow CMDB / ITSM

Technical Analyst, ServiceNow CMDB / ITSM

Location Chicago, Illinois

Business Unit Northwestern Medicine Corporate

Job REQID 218372

Job Function Information Technology

Shift Day Job (1st)

Type of Employment Full-Time

Hours Per Week / FTE 40 hrs/wk - 1.0 FTE

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The salary range for this position is $39.27 - $51.04 (Hourly Rate)

Placement within the salary range is dependent on several factors such as relevant work experience and internal equity. For positions represented by a labor union, placement within the salary range is guided by the rules outlined in the collective bargaining agreement.

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our Benefits(opens in new window) section located at jobs.nm.org/benefits to learn more.

Northwestern Medicine is powered by a community of colleagues who are purpose-driven and committed to our mission to deliver world-class care. Here, you'll work alongside some of the best clinical talent in the nation leading the way in medical innovation and breakthrough research with Northwestern University Feinberg School of Medicine.

We recognize where you've been, and we support where you're headed. We celebrate diverse perspectives and experiences, which fuel our commitment to equity and culture of service.

Grow your career with comprehensive training and development opportunities, mentorship programs, educational support and student loan repayment.

Create the life you envision for yourself with flexible work options, a Reimbursable Well-Being Fund and a Total Rewards package that support your physical, mental, emotional, and financial well-being.

Make a difference through volunteer opportunities we offer in local communities and drive inclusive change through our workforce-led resource groups.

From discovery to delivery, come help us shape the future of medicine.

Benefits:

$10,000 Tuition Reimbursement per year ($5,700 part-time)

$10,000 Student Loan Repayment ($5,000 part-time)

$1,000 Professional Development per year ($500 part-time)

$250 Wellbeing Fund per year ($125 for part-time)

Matching 401(k)

Excellent medical, dental and vision coverage

Life insurance

Annual Employee Salary Increase and Incentive Bonus

Paid time off and Holiday pay

Description

The Technical Analyst, reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

Supports end-to-end ITSM processes and standards across the service lifecycle, ensuring consistent governance and reliable service delivery.

Operates in primary and backup capacities to maintain operational stability and continuity of ITSM services.

Facilitates ITSM governance and execution through operational coordination, reviews, data maintenance, and lifecycle support activities.

Drives ITSM process maturity and alignment with business objectives through data driven insights, automation opportunities, and optimized ServiceNow solutions

Northwestern Medicine Information Services drives innovative, high-value solutions to transform health care.

We are committed to supporting the relentless pursuit of better medicine by providing exceptional service to our patients and guests as well as internal clients across the organization. To ensure excellence, our team goes to extraordinary lengths to ensure that our systems work together seamlessly.

Northwestern Medicine understands that technology plays an integral role in shaping the future of health care. Information Services strategically supports the organization by:

Leveraging AI, automation and rollout of advanced cyber controls that support digital transformation strategies

Implementing advanced technologies in clinical and administrative areas

Furthering development of the end user support model to help enhance modern infrastructure

Responsibilities:

General Skills

Develops proficient competence for assigned services and systems while grasping the integration and interaction of all supported services and systems

Provides guidance and support for computing platforms and systems integration.

Actively participates in on-going processes to integrate end users requests with software functionality.

Contributes to analysis and recommendations relating to performance and/or capacity of systems to ensure reliability for current and/or future use.

Provides diagnostic skills and expertise to coordinate problem determination and resolution, with vendors and manufacturers, across the full range of NMHC distributed systems IT environment.

Customer Service

Responds thoroughly and promptly to customer needs as defined in conjunction with our customers. Follows issues through to closure. Includes all aspects of customers (NMHC technology users, IS team members, etc.).

Works effectively in supporting the technical teams and customers with project and support activities. Actively participates and communicates with the project teams. Prepares and delivers effective support by seeking a thorough understanding of the team’s goals and objectives.

Understands the business and clinical processes at NMHC and the operational environments of assigned customers.

Communication Skills

Communicates clearly, responsively, and purposely with customers and team members.

Develops effective relationships with users and other IS team members to enhance the timeliness and effectiveness of IT solutions.

Planning

Assists with projects in the planning, design, development, testing, and implementation of application software code. This could include preparing time estimates for project activities and helping develop project timelines, monitoring performance, and reporting progress toward project milestones

Analyzes business requirements, recommends system changes, writes technical specifications and implements systems and system changes to address changing application requirements.

Provides support including the identification and implementation of NMHC best practice standards.

Personal and Staff Development

Seeks to improve talents and skills consistent with overall IS direction.

Provides mentoring and acts as a resource for Associate Analyst, and other application team members.

Teamwork

Focuses on IS team success and promotes collaborative efforts with others.

Shifts among different support and project roles as required by situation.

Adapts well to rapid change and multiple priorities.

Contributes to the IS Knowledge Repository.

This position requires participation in an on-call support to ensure the availability and performance of our systems.

Qualifications

Minimum Requirements:

Experience:

3+ years technical experience

Behavioral Attributes:

Excellent verbal and written communications skills

Preferred:

Bachelors in related field (or equivalent experience)

3+ years of experience in core discipline in the healthcare industry