Principal ServiceNow Analyst

A Brief Overview

The Principal Business Systems Analyst for ServiceNow supports core functions of the ServiceNow platform to enable cost-effective, high quality, efficient, and safe patient care. This position will implement, administer, and support the ServiceNow platform under minimal guidance from senior members of the team. This position independently addresses issues and design decisions of moderate to high complexity with little or no supervision and delivers clear communication and documentation of complex concepts and issues related to applications, interfaces, data structures, and workflows across the organization. The individual is expected to drive ServiceNow solutions with architecture, design, and implementation.

Locations
Stanford Health Care

What you will do
• Define solutions on the ServiceNow platform to address business needs and problems.
• Lead role in the implementation of complex ServiceNow initiatives and workflows.
• Understand new platform capabilities and applications and conduct educational demos to business stakeholders and technical team members
• Provide input and technical expertise to senior leadership to drive the ServiceNow platform roadmap.
• Drive technical excellence and implementation of best engineering practices for the ServiceNow Platform.
• Conduct requirements gathering sessions (interviews/workshops/stories documentation) to understand business needs.
• Act as a technology subject matter expert and clearly communicate technical concepts in business terms between and across distinct groups while influencing outcomes.
• Take ownership of issues and act as a liaison between customer and other support staff to facilitate resolution.
• Manage ServiceNow projects, including scoping, estimating, resource planning, and delivery management.
• Lead any testing that is required as part of implementations, enhancements, or upgrades.
• Coordinate with partner teams when required to help unblock teams and resolve issues across teams.
• Provide analytical assistance to junior team members to resolve application incidents, maintenance items, and enhancement requests.
• Coordinate application support with other information technology teams including Infrastructure, Integration, Reporting, and the help desk.
• Maintain up-to-date project documents for all initiatives that include technical details, user expectations, project goals, work effort, accountability, and deliverables.
• Implement changes using documented procedures that are compliant with department’s policies and procedures.
• Participate in team and cross-team meetings and maintain appropriate meeting records.
• Assist senior team members in developing and maintaining requirements/specifications and test cases for new or enhanced functionality to department applications.
• Anticipate and resolve system problems.
• Hands-on development with ServiceNow for complex solutions requiring help.
• Provide tier-2 support of application incidents reported through the help desk.

Ideal candidates will have:
• Ten (10) to Twelve (12) years of progressively responsible and directly related work experience in healthcare or technology related work environment Required.
• Experience with 2 major ServiceNow implementations or upgrades preferred.
• Bachelor's Degree in Computer Science or related field/discipline from an accredited college or university or equivalent combination of education/work experience.
This is a Stanford Health Care job.

A Brief Overview
The Principal Business Systems Analyst for ServiceNow supports core functions of the ServiceNow platform to enable cost-effective, high quality, efficient, and safe patient care. This position will implement, administer, and support the ServiceNow platform under minimal guidance from senior members of the team. This position independently addresses issues and design decisions of moderate to high complexity with little or no supervision and delivers clear communication and documentation of complex concepts and issues related to applications, interfaces, data structures, and workflows across the organization. The individual is expected to drive ServiceNow solutions with architecture, design, and implementation.

Locations
Stanford Health Care

What you will do

• Define solutions on the ServiceNow platform to address business needs and problems.
• Lead role in the implementation of complex ServiceNow initiatives and workflows.
• Understand new platform capabilities and applications and conduct educational demos to business stakeholders and technical team members
• Provide input and technical expertise to senior leadership to drive the ServiceNow platform roadmap.
• Drive technical excellence and implementation of best engineering practices for the ServiceNow Platform.
• Conduct requirements gathering sessions (interviews/workshops/stories documentation) to understand business needs.
• Act as a technology subject matter expert and clearly communicate technical concepts in business terms between and across distinct groups while influencing outcomes.
• Take ownership of issues and act as a liaison between customer and other support staff to facilitate resolution.
• Manage ServiceNow projects, including scoping, estimating, resource planning, and delivery management.
• Lead any testing that is required as part of implementations, enhancements, or upgrades.
• Coordinate with partner teams when required to help unblock teams and resolve issues across teams.
• Provide analytical assistance to junior team members to resolve application incidents, maintenance items, and enhancement requests.
• Coordinate application support with other information technology teams including Infrastructure, Integration, Reporting, and the help desk.
• Maintain up-to-date project documents for all initiatives that include technical details, user expectations, project goals, work effort, accountability, and deliverables.
• Implement changes using documented procedures that are compliant with department’s policies and procedures.
• Participate in team and cross-team meetings and maintain appropriate meeting records.
• Assist senior team members in developing and maintaining requirements/specifications and test cases for new or enhanced functionality to department applications.
• Anticipate and resolve system problems.
• Hands-on development with ServiceNow for complex solutions requiring help.
• Provide tier-2 support of application incidents reported through the help desk.

Education Qualifications

• Bachelor's Degree in Computer Science or related field/discipline from an accredited college or university or equivalent combination of education/work experience

Experience Qualifications

• Eight (8) years of progressively responsible and directly related work experience in healthcare or technology related work environment Required.
• Experience with 2 major ServiceNow implementations or upgrades preferred.

Required Knowledge, Skills and Abilities

• Knowledge of ServiceNow modules ITSM, ITBM/SPM, HRSD, ITOM and App Engine
• Knowledge of front-end browser technologies including HTML, CSS, and JavaScript
• Knowledge of Active Directory / LDAP
• Knowledge of integrating with internal and external applications and systems using OOB spoke, custom APIs and integration Hub.
• Knowledge of cross-browser and platform compatibility requirements
• Knowledge of cloud technologies and related deployments
• This role will work with the SHC TDS Management leadership to develop technical solutions that satisfy the business needs of TDS and other departments seeking to use ServiceNow.
• Knowledge of disciplined software release build/deploy processes.
• Experience working in Agile teams and projects to deliver working software iteratively with quality.
• Experience dealing with cloud-based hosting services and external hosting partners.
• Ability to build demos around different ServiceNow modules for the end users.
• Ability to conduct requirements sessions and document stories and other artifacts for delivery.
• Ability to communicate effectively with all levels of the organization.
• Ability to apply judgment and make informed decisions.
• Ability to demonstrate analytical and problem-solving skills.
• Ability to plan, organize, prioritize, work independently, and meet deadlines.
• Ability to strategize, plan and implement change.
• Ability to work on multiple overlapping projects.
• Knowledge of new technologies and maintain and stay abreast of updates and changes.

Physical Demands and Work Conditions
Blood Borne Pathogens

• Category III - Tasks that involve NO exposure to blood, body fluids or tissues, and Category I tasks that are not a condition of employment

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family’s perspective:

• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale: Generally starting at $68.46 - $90.70 per hour
The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.

Saving Lives and Changing the Future of Medicine

Stanford is a part of the top 10 highest ranked Level 1 Trauma Magnet Facilities in the U.S. Combining clinical care, research, and education, our team provides compassionate, coordinated and personalized care for the unique needs of every patient. As the only Level I trauma center between San Francisco and San Jose, Stanford Health Care delivers clinical innovation across its inpatient services, specialty health centers, physician offices, virtual care offerings and health plan programs. With a state-of-the-art hospital, more than 2,800 medical staff and more than 1,300 residents and fellows, Stanford Health Care is committed to making a lasting impact through research, education and clinical care. 

Benefits

Stanford offers exceptional benefits and competitive pay to ensure our staff feels supported in and outside of their work. Specific roles are eligible for shift differential pay, sign-on/relocation bonus, etc.