Geisinger Health System Technical Support Analyst Senior in DANVILLE, Pennsylvania
Job Title: Technical Support Analyst Senior
Location: Montour Street Office Building
Department: IT Operations
Work Type: Full Time
Hiring Manager: Shana Gross
Job Summary :
Primary liaison between IT and the business for any processes and transactions that interact with the ITSM team to improve our service delivery. This position works within the Service Transition Lifecycle of ITIL and will work to accurately document and support the use cases, requirements, workflow and business rules requested by the Business. Typical responsibilities include working with the business to analyze processes (assessing current and future state process flows), documenting process diagrams, requirements engineering (business, stakeholder, solution and transition requirements), performing system fit/gap analysis, providing input for design specifications, developing and overseeing request for proposals where technology is involved and participation in systems testing. In conjunction with end users, they reengineer and redesign more effective and efficient business processes by applying business rules, processes, and workflow for use with ServiceNow. They are also responsible for the second level support of the application. They are responsible for reporting progress, risks and issues to business stakeholders, Team Lead, Program Director and ITSM Manager.
Competencies and Skills:
Project management, software acquisition, vendor management, disparate system interfaces, software upgrades, systems support, mentoring, and task organization.
Must possess position-level appropriate verbal and written communication skills, facilitation, planning, documentation and problem-solving skills, and the ability to bring a team to consensus.
Demonstrates strong analytical and organizational skills; attention to detail; and ability to coordinate multiple tasks, set priorities, and meet deadlines.
Demonstrates ability to successfully handle multiple teams and multiple tasks simultaneously and under strict deadlines is preferred.
Education and or Experience:
ITIL Foundations Certification Required.
Associate's degree or Bachelor’s Degree in Computer Science, Information Technology, or a related field required. Minimum of six years of IT related job experience required.
In lieu of degree, minimum of nine years of experience in IT, computer science, system engineering, or a similar field required.
ServiceNow Experience Required.
Working Conditions/Physical Demands:
Work is typically performed in an office environment.
OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
ABOUT GEISINGER: Geisinger is a physician-led health system comprised of approximately 30,000 employees, including nearly 1,600 employed physicians, 13 hospital campuses, two research centers, and a 583,000-member health plan Geisinger is nationally recognized for innovative practices and quality care. Geisinger serves more than 3 million people in central, south-central and northeast Pennsylvania and also in southern New Jersey with the addition of National Malcolm Baldridge Award recipient AtlantiCare, A member of Geisinger. In 2017, the Geisinger Commonwealth School of Medicine became the newest member of the Geisinger Family.
We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners.* Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. For more information, visit www.geisinger.org, or connect with us on Facebook, Instagram, LinkedIn and Twitter.
** Does not qualify for J-1 waiver. We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.
*Domestic partner benefits not applicable at Geisinger Holy Spirit.