Hackensack Meridian Health
ITSM Developer/Reporting Analyst
Join Hackensack Meridian Health as an ITSM Developer/Reporting Analyst. The role focuses on application code and report design for the ITSM program across the Hackensack Meridian Health (HMH) network, working with key business units and process owners to build solutions, support maintenance, continual service improvement, and new capabilities on the ITSM platform (ServiceNow). The position offers a remote working schedule.
About Hackensack Meridian Health Our team members are the heart of what makes us better. We help patients live better, healthier lives and support one another to succeed. With a culture rooted in connection and collaboration, our employees are team members, and we advance our mission to transform healthcare and serve as a leader of positive change.
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 (KPIs) 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
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 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.
Preferred Qualifications
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 & Certifications Required
ITIL V3 Foundation or ITIL 4 Foundation Certification.
Licenses & Certifications Preferred
ServiceNow System Administrator Certification.
If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Engineering and Information Technology
Industry Hospitals and Health Care
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About Hackensack Meridian Health Our team members are the heart of what makes us better. We help patients live better, healthier lives and support one another to succeed. With a culture rooted in connection and collaboration, our employees are team members, and we advance our mission to transform healthcare and serve as a leader of positive change.
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 (KPIs) 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
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 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.
Preferred Qualifications
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 & Certifications Required
ITIL V3 Foundation or ITIL 4 Foundation Certification.
Licenses & Certifications Preferred
ServiceNow System Administrator Certification.
If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Engineering and Information Technology
Industry Hospitals and Health Care
#J-18808-Ljbffr