Hackensack Meridian Health
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ITSM Developer/Reporting Analyst
role at
Hackensack Meridian Health .
At Hackensack Meridian Health we help our patients live better, healthier lives—and we help one another to succeed. Our culture is rooted in connection and collaboration, and our employees are truly 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. The role works with key business units and process owners to build solutions and processes, supporting maintenance, continual service improvement, and new capabilities on the ITSM platform (ServiceNow). This position offers a remote working schedule.
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 a 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.
Work with key stakeholders to understand and document reporting needs.
Other duties and/or projects as assigned.
Adhere 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 APIs, 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 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.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Engineering and Information Technology
Industries Hospitals and Health Care
If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!
#J-18808-Ljbffr
ITSM Developer/Reporting Analyst
role at
Hackensack Meridian Health .
At Hackensack Meridian Health we help our patients live better, healthier lives—and we help one another to succeed. Our culture is rooted in connection and collaboration, and our employees are truly 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. The role works with key business units and process owners to build solutions and processes, supporting maintenance, continual service improvement, and new capabilities on the ITSM platform (ServiceNow). This position offers a remote working schedule.
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 a 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.
Work with key stakeholders to understand and document reporting needs.
Other duties and/or projects as assigned.
Adhere 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 APIs, 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 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.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Engineering and Information Technology
Industries Hospitals and Health Care
If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!
#J-18808-Ljbffr