SERVICENOW ANALYST

WE ARE HEALTHCARE SYSTEMS OF AMERICA. Our mission is to elevate healthcare standards, improve patient outcomes, and create value for communities across the United States. Healthcare Systems of America (HSA) is more than a healthcare provider-we're a community built on excellence, innovation, and compassion. If you're looking for a career that makes a difference, empowers you to grow, and gives you the opportunity to impact lives, HSA is where you belong.

Healthcare Systems of America operates 8 community hospitals across 3 states. We service a multitude of patients and their families across our vast network, while remaining committed to the professional development of our staff, the functional improvement of our patients, and the cultivation of strong partnerships within our communities.

WHAT WE OFFER

• Career Growth & Development - We are an essential, stable and growing company with many opportunities for training and advancement within the medical field that all employees and team members can benefit from.
• Supportive & Inclusive Culture - We foster an environment where every team member is valued, heard, and empowered to succeed.
• Meaningful Work - Every day, you'll contribute to patient care, cutting-edge medical solutions, and life-changing treatment and technologies.

POSITION SUMMARY

The ServiceNow Analyst will act as a bridge between business stakeholders and the technical ServiceNow development team. This role is responsible for gathering requirements, evaluating business processes, creating functional specifications, and ensuring that ServiceNow solutions align with organizational needs. The Analyst will also focus on user experience, workflow efficiency, and process improvement within the ServiceNow platform.

KEY RESPONSIBILITIES

 Requirements Gathering & Analysis

• Collaborate with business units to capture and document requirements for ServiceNow modules.
• Translate business needs into clear functional and technical requirements.
• Identify process gaps and recommend ServiceNow solutions or enhancements.

 Process & Workflow Design

• Develop process maps, workflows, and user stories to ensure business processes are logical and efficient.
• Evaluate existing processes and recommend ServiceNow-enabled improvements.
• Ensure workflows align with ITIL and organizational best practices.

 System Support & Enhancement

• Support ServiceNow configurations, including forms, fields, lists, workflows, and reports.
• Assist with testing, validation, and rollout of new features and enhancements.
• Provide Tier 2/3 support for ServiceNow related incidents and issues.

 User Experience & Adoption

• Review and refine ServiceNow interfaces for usability and consistency.
• Conduct training sessions, create documentation, and support end-user adoption.
• Partner with stakeholders to ensure solutions meet both technical and business expectations.

 Governance & Reporting

• Maintain documentation of business requirements, process flows, and configuration changes.
• Support governance processes by ensuring compliance with established standards and frameworks.
• Develop and deliver reports, dashboards, and KPIs within ServiceNow to track performance.

EXPERIENCE/EDUCATION REQUIREMENTS

• Bachelor's degree in information systems, Business, or related field (or equivalent experience).
• 2–5 years of experience as a Business Analyst or Systems Analyst, ideally within ITSM or enterprise applications.
• Experience working with ServiceNow (Incident, Problem, Change, CMDB, Knowledge, Request, or other modules).
• Familiarity with ITIL processes and IT service management best practices.
• Strong skills in process mapping, documentation, and stakeholder communication.
• Ability to work across technical and non-technical teams.
• ServiceNow Certified System Administrator or Business Analyst certification (preferred).

KEY SKILLS

• Business process analysis & improvement
• ServiceNow platform knowledge (configuration & workflows)
• Requirements gathering & documentation
• User story creation & backlog management
• Testing & validation support
• Strong communication & stakeholder management