Candidates hired for remote positions must reside in Oregon, Washington, Utah, Idaho, Arizona, Nevada, Texas, Montana, or Wisconsin. Job Title IS ServiceNow Systems Analyst Exemption Status Exempt Management Level n/a Direct Reports n/a Manager Title Director, IS Service Delivery Department Infrastructure Requisition 24726 Pay & Benefits Estimated hiring range $71,340 - $87,200 / year, 5% bonus target, full benefits. www.careoregon.org/about-us/careers/benefits Posting Notes This is a fully remote position, but you must reside in one of the listed 9 states. Job Summary This position is responsible for providing system analysis for the organization’s Information Technology Service Management (ITSM) / Service Delivery Platform (ServiceNow). The Service Quality team requires this new role to perform the key tasks of backlog request management, business representation / voice of the customer, user story creation, process testing, and future vision for ServiceNow. The role participates in vendor management interactions, supporting the long term vendor performance and relationship. Essential Responsibilities System Analysis + Participate in objective decision making to maintain data integrity, alignment and usability of ServiceNow for multiple departments across the organization in line with organizational objectives. + Maintain knowledge of the impact a configuration change has on upstream and downstream services and business workflows. + Assist IS Service Quality manager ITSM system governance including the evaluation and monitoring of ServiceNow to ensure alignment with and sustainability. + Participate in frontend and backend process testing and implementation of new modules and capabilities of Service, and ongoing upgrades. + Perform routine quality assurance testing to validate configuration behavior against established baselines. + Develop and maintain appropriate configuration documentation related to configuration and processes. Collaboration + Collaborate with the Service Quality Manager and IS Service Delivery Director to build ServiceNow project portfolio. + Collaborate with the ServiceNow Architect to accurately test development and automation. + Serve as the point of escalation following the service desk for ServiceNow users experiencing functionality issues. + Assist other departments with ServiceNow functionality questions for current, new or emerging work. + Assist stakeholders in submitting comprehensive development and Change Control Board requests. + Assist ServiceNow architect, application and service desk support, and engineers with a variety of user, process and system needs, such as interpreting requirements for technical solutions and verifying deployed solutions meet the business need. + Support internal and external auditors to provide system configuration information, as needed. + Participate fully and constructively in department meetings, department decisions and department growth. + Participate as a resource in interdepartmental workgroups, such as the Change Control Board, cost and utilization committees, and payment integrity program. + Maintains impartiality and upholds the objectives of the organization. + Participate in software user groups, attend conferences to further education and establish relationships with peer organizations. Vendor Coordination and Relations + Grow skills in submitting detailed, concise system functionality incidents to ServiceNow using their service software. + Develop effective working relationship with ServiceNow liaisons to communicate CareOregon business needs, identify defects, and resolve system functionality gaps. + Monitor reported issues and escalate serious issues or delays to management. + Keep on top of ServiceNow roadmap and future releases to ensure readiness for upgrades. Agile Project Management + Work with business teams to develop accurate Agile stories, accurately reflect the voice of the customer in requirements, validate test results, and build accurate system process and training documentation. + Drive Agile projects to completion including story development and test result validation. + Act as scrum master in daily standups. Organizational Responsibilities + Perform work in alignment with the organization’s mission, vision and values. + Support the organization’s commitment to equity, diversity and inclusion by fostering a culture of open mindedness, cultural awareness, compassion and respect for all individuals. + Strive to meet annual business goals in support of the organization’s strategic goals. + Adhere to the organization’s policies, procedures and other relevant compliance needs. + Perform other duties as needed. Experience and/or Education Required + Minimum 1 year experience in system ServiceNow systems analysis Preferred + ServiceNow systems testing + Agile framework experience + Requirements gathering + 1 year health insurance or medical office experience Knowledge, Skills and Abilities Required Knowledge + General knowledge in some or all of the following areas: + Computer applications skills (claims payment, Excel, Word, Outlook) + Computer programming concepts and practices + Specific knowledge of ServiceNow platform including: + Configuration of key processes, e.g. Incidents, Requests, CMDB, Reporting, Strategic Planning, etc. + Testing execution of development and upgrades + Preferred knowledge of ITIL best practices + Preferred knowledge of agile development process including: + Working/leading scrum teams + Creating and managing sprints + Familiarity with user stories and their format Skills and Abilities + Proficient communication skills, including listening, verbal, written, and customer service + Ability to articulate policies and instructions + Ability to learn and exercise professionalism + Proficient ability to network and utilize internal and external resources + Learning to convey appropriate level of detail effectively to all levels of the organization including non-technical staff + Learning to simplify and present complex concepts in an easily understood way + Proactively and appropriately communicates status and needs + Ability to assist in recommending policies, documenting risks, and proposing solutions to information services staff and management + Possess a high degree of initiative and motivation + Learning to lead teams of people with some oversight + Proficient project management skills + Proficient vendor coordination skills + Growing ability to produce quality and timely results, with proficient organizational skills + Proficient analytical and research skills; learning to see patterns in data and draw appropriate conclusions + Basic creativity abilities + Learning to propose solutions and communicate business value + Ability to proactively work to build and improve the department, quality, productivity and customer service + Ability to see beyond the original request and take next appropriate steps + Basic time management skills to be able to work on multiple projects concurrently + Ability to maintain a positive attitude + Ability to understand and adhere to governance and process + Ability to work effectively with diverse individuals and groups + Ability to learn, focus, understand, and evaluate information and determine appropriate actions + Ability to accept direction and feedback, as well as tolerate and manage stress + Ability to see, read, and perform repetitive finger and wrist movement for at least 6 hours/day + Ability to hear and speak clearly for at least 3-6 hours/day Working Conditions Work Enviornment(s): ☒ Indoor/Office ☐ Community ☐ Facilities/Security ☐ Outdoor Exposure Member/Patient Facing: ☒ No ☐ Telephonic ☐ In Person Hazards: May include, but not limited to, physical and ergonomic hazards. Equipment: General office equipment Travel: May include occasional required or optional travel outside of the workplace; the employee’s personal vehicle, local transit or other means of transportation may be used. Work Location: Office setting #MULTI Candidates of color are strongly encouraged to apply. CareOregon is committed to building a linguistically and culturally diverse and inclusive work environment. Veterans are strongly encouraged to apply. We are an equal opportunity employer. CareOregon considers all candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or veteran status. Visa sponsorship is not available at this time.