Lead ServiceNow Analyst

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This is a Stanford Health Care job.
A Brief Overview
The Lead Business Systems Analyst for ServiceNow supports core functions of the ServiceNow platform to enable cost-effective, high quality, efficient, and safe patient care. This position will implement, administer, and support the ServiceNow platform under minimal guidance from senior members of the team. 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.
Locations
Stanford Health Care
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 BACHELOR'S DEGREE IN RELATED FIELD 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 Preferred.

Required Knowledge, Skills and Abilities

• Excellent written, oral, instructional, presentation and interpersonal skills focused on motivation and positive attitude. Highly self-motivated, directed and change oriented. Very strong customer orientation
• 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.
• Ability to identify risks and issues.
• Ability to develop solutions for new and unfamiliar challenges.
• Ability to drive Sprint releases for the ServiceNow platform
• Ability to analyze highly complex systems and workflows
• Understanding of Software Development Life Cycle (SDLC)
• Ability to communicate effectively with all levels of the organization.
• Ability to apply judgment and make informed decisions.
• Ability to demonstrate analytical and problem-solving skills.
• Ability to plan, organize, prioritize, work independently, and meet deadlines.
• Knowledge of core business and financial applications as well as other information systems and computer applications used in a health care setting
• Knowledge of a variety of server operating systems, storage systems, databases, scripting languages, monitoring and job scheduling tools

Physical Demands and Work Conditions
Blood Borne Pathogens

• Category III - Tasks that involve NO exposure to blood, body fluids or tissues, and Category I tasks that are not a condition of employment

These principles apply to ALL employees:
SHC Commitment to Providing an Exceptional Patient & Family Experience
Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.
You will do this by executing against our three experience pillars, from the patient and family’s perspective:

• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.