The ServiceNow Analyst I role is a hands-on configuration and administration role requiring continuous collaboration with internal and external stakeholders related to configuration, testing, implementation and overall stakeholder satisfaction. The role is a heavily focused on the documentation and configuration of the platform using ServiceNow's UI (User Interface) based configuration capabilities -- i.e., business rules, workflow, forms, and list views.
Monitor ServiceNow ticket queue to assist with answering questions, resolving incidents/issues, and supporting related service requests
Create and maintain business requirements, system drawings and configuration documentation, as well as policy, procedures, process and work instructions.
Perform daily / regular system checks and performance reviews to include reporting, integration, capacity planning, software release and preventative maintenance.
Create ad hoc queries, system reports, dashboards and assist with role, access, audit and security administration.
Conduct analysis, create test cases (traceable to business requirements), execute tests -- i.e., unit, system end-to-end integration, load, performance and UAT -- and document results to validate enhancements or bug/defect fixes prior to promoting changes to production.
Adhere to change control and enforce change management policies and procedures.
Assist with developing user training documentation and end user / quick reference guides.
Create and update knowledge base articles to improve support team effectiveness.
Comply with organizational ITIL and ITSM standards
Assist with Information Management (IM) projects, as needed.
Bachelor's degree in Computer Science or equivalent experience
0-2 years working with the ServiceNow platform as an Analyst or Administrator
Strong analytical and problem-solving skills
Excellent verbal and written communication skills
Some familiarity with Service Desk operations and processes is desired
CHRISTUS HEALTH is an international Catholic, faith-based, not-for-profit health system comprised of almost more than 600 services and facilities, including more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. CHRISTUS operates in 6 U.S. states, Colombia, Chile and 6 states in Mexico. To support our health care ministry, CHRISTUS Health employs approximately 45,000 Associates and has more than 15,000 physicians on medical staffs who provide care and support for patients. CHRISTUS Health is listed among the top ten largest Catholic health systems in the United States.