Job Details

Details

• Department: IT Operations & Governance
• Schedule: Full time
• Location: Remote
• Salary: $82,825.00 - $115,453.00 per year

Benefits

Paid time off (PTO)
Various health insurance options & wellness plans
Retirement benefits including employer match plans
Long-term & short-term disability
Employee assistance programs (EAP)
Parental leave & adoption assistance
Tuition reimbursement
Ways to give back to your community

Benefit options and eligibility vary by position. Compensation varies based on factors including, but not limited to, experience, skills, education, performance, location and salary range at the time of the offer.

Responsibilities

As a member of the Service Integration and Management team, the Service Request Management Sr. Analyst plays a critical role in effective management of a complex, large scale service request management practice. The primary responsibilities of this role include working on request management processes, service catalog management, and analyzing process data to drive continual awareness and improvement.

• Collaboratively analyze the utilization of existing IT Service Management processes and tools
• Perform the day-to-day monitoring and oversight of Service Request Management and specific ITSM processes
• Collaboratively determine appropriate metrics to monitor and measure effective utilization and ongoing maturation of assigned ITSM practices and related processes
• Effectively utilize data from ServiceNow and other ITSM systems to develop and publish reports and dashboards
• Leverage ITIL and other best-practice frameworks
• Assist in maintenance of ITSM process artifacts for Service Request Management including related policies and procedures
• Create and maintain documentation pertaining to the adoption and execution of designated ITSM practice methodologies
• Support definition of service catalog requirements
• Participate in ITSM-related projects or programs
• Support the Service Request Management Process Owner
• Support ServiceNow and platform administrators, as well as other defined applications and integrations
• Implement specific system updates to support process automation and workflows
• Design communications that drive adoption
• Serve as an advocate for ITSM practices, methodologies, and a culture of continuous service improvement
• Utilize data from ServiceNow and other ITSM systems to analyze and recommend process improvement opportunities

Requirements

Education:

• High School diploma equivalency with 2 years of cumulative experience OR Associate's degree/Bachelor's degree OR 4 years of applicable cumulative job specific experience required.

Additional Preferences

Qualifications

• Minimum 3+ years experience in Service Request Management
• Bachelor's degree in relevant field of study
• ServiceNow Catalog and Request tooling experience
• Possess a deep understanding of Service Request Management standard methodologies
• ITIL experience preferred
• Good interpersonal skills
• Strong written and verbal communication skills
• Ability to work in a rapidly changing environment
• Ability to work independently, as part of a service integration and management team and collaboratively with other internal and external teams to accomplish goals

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Why Join Our Team

When you join Ascension, you join a team of over 134,000 individuals across the country committed to a Mission of serving others and providing compassionate, personalized care to all. Our inclusive culture, continuing education programs, career coaches and benefit offerings are just a few of the resources and tools that team members can use to create a rewarding career path. In fact, Ascension spent nearly $46 million in tuition assistance alone to support associate growth and development. If you are looking for a career where you can grow and make a difference in your community, we invite you to join our team today.

Equal Employment Opportunity Employer

Ascension provides Equal Employment Opportunities (EEO) to all associates and applicants for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity or expression, pregnancy, childbirth, and related medical conditions, lactation, breastfeeding, national origin, citizenship, age, disability, genetic information, veteran status, marital status, all as defined by applicable law, and any other legally protected status or characteristic in accordance with applicable federal, state and local laws.

For further information, view the EEO Know Your Rights (English) poster or EEO Know Your Rights (Spanish) poster.

As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension.

Pay Non-Discrimination Notice

Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.

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