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Job Type:
Regular
Scheduled Hours:
40
💙 Why You’ll Love Working with St. Elizabeth Healthcare
At St. Elizabeth Healthcare, every role supports our mission to provide comprehensive and compassionate care to the communities we serve. For more than 160 years, St. Elizabeth Healthcare has been a trusted provider of quality care across Kentucky, Indiana, and Ohio. We’re guided by our mission to improve the health of the communities we serve and by our values of excellence, integrity, compassion, and teamwork. Our associates are the heart of everything we do.
🌟 Benefits That Support You
We invest in you — personally and professionally.
Enjoy:
- Competitive pay and comprehensive health coverage within the first 30 days.
- Generous paid time off and flexible work schedules
- Retirement savings with employer match
- Tuition reimbursement and professional development opportunities
- Wellness, mental health, and recognition programs
- Career advancement through mentorship and internal mobility
Job Summary:
An IT Service Management (ITSM) Analyst Senior exists to act as the first point of contact for IT service requests and incidents, ensuring quick resolution of routine technical issues and accurate documentation. Its principal purpose is to restore normal service operations promptly, minimize business disruption, and escalate complex problems when necessary—essentially maintaining smooth day-to-day IT service delivery.
Demonstrate respect, dignity, kindness and empathy in each encounter with all patients, families, visitors and other employees regardless of cultural background.
Job Description:
Platform Administration & Development
- Administer and maintain the ServiceNow platform, ensuring stability, performance, and scalability.
- Design, develop, and implement ServiceNow modules, workflows, business rules, and integrations.
- Customize ServiceNow applications to meet evolving business needs, including ITSM, CMDB, and SPM modules.
- Develop and maintain dashboards, reports, and analytics using Performance Analytics and Process Mining.
ITSM Process Enablement
- Collaborate with stakeholders to align ServiceNow capabilities with ITIL-based service management processes.
- Support incident, problem, change, request, and release management workflows.
- Implement automation solutions to reduce manual tasks and improve service delivery.
Collaboration & Mentorship
- Work closely with cross-functional teams including service desk, infrastructure, and application support.
- Mentor junior developers and administrators on ServiceNow best practices.
- Provide training and documentation for end-users and technical teams.
- Execute assigned project tasks.
Business Relationships / Customer Service
- Develop, promote and maintain professional relationships to ensure an environment conducive to customer service and high-quality patient care.
- Prioritize and respond promptly to customer needs based on severity, ensuring timely resolution of incidents, requests, and projects within Service Level Agreements (SLAs) or milestones.
- Maintain engagement with involved teams until task completion, demonstrating critical thinking to resolve customer concerns effectively.
- Deliver a positive customer experience through kind, helpful interactions, as evidenced by survey responses and feedback.
Governance & Compliance
- Follow platform governance to ensure compliance with internal policies, procedures, and external regulations.
- Participate in governance activities of the Technical Governance Board
Other:
- Performs other duties as assigned.
Education, Credentials, Licenses:
- Bachelor’s degree.
- The bachelor’s degree requirement can be waived if the candidate has four or more years of experience in IT service management or similar.
Specialized Knowledge:
- Knowledge of complex computing environments with multiple hardware, software, and database systems.
- Ability to manage and deliver IT services in an enterprise setting.
- Knowledge of ITSM Platforms, frameworks, policies, and procedures.
Kind and Length of Experience:
- Five years of experience in IT service management
FLSA Status:
Exempt
Right Career. Right Here. If you're looking for the right careers in healthcare, the right place to be is at St. Elizabeth. Join us, and you'll take pride in the level of care we offer our community.