IT Service Management Analyst II

🕒 August 20

🇺🇸 United States – Remote

💵 $67.5k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Business Analyst

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Modivcare

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2017

🏥 Healthcare

⚕️ Healthcare Insurance

🚗 Transport

💰 $525M Post-IPO Debt on 2024-07

Healthcare • Healthcare Insurance • Transport

Modivcare is a company that focuses on simplifying the experience of living with complex healthcare needs by providing a comprehensive suite of supportive care solutions. They specialize in non-emergency medical transportation, personal care, and virtual & remote patient monitoring. Modivcare works closely with Medicaid Plans, State Agencies, Medicare Advantage, SNP Plans, health systems, healthcare professionals, and transportation providers, ensuring that members receive necessary health services. Through innovative technology and data-driven strategies, they address social determinants of health by offering services like quality transportation, chronic care management, meal delivery, and in-home assistance, aimed at optimizing patients' health outcomes and improving their overall experience.

📋 Description

• Administer, configure, and support IT Service Management tools, primarily ServiceNow, including forms, fields, workflows, and platform data • Design, document, and continuously improve ITSM processes and workflows within ServiceNow • Monitor ServiceNow performance, troubleshoot platform and process-related issues, and coordinate resolution • Provide technical support and training to ServiceNow users, fulfillers, and stakeholders • Create and maintain ServiceNow reports, dashboards, filters, and data views • Support and administer the IT Change Management process within ServiceNow across Standard, Normal, Expedited, and Emergency Changes • Serve as a ServiceNow fulfiller administrator and power user across Requests, RITMs, Catalog Tasks, Incidents, Major Incidents, Change Requests, and Problem Records • Audit, validate, and correct ITSM data, including CMDB records, tickets, locations, assignments, and categorization • Identify, create, coordinate, and manage Problem Records for non-major incidents • Create and maintain internal IT and End-User Knowledge Base articles • Drive and own the IT Asset Reclamation process for end-user computing devices • Partner with IT teams, process owners, and business stakeholders on ServiceNow and ITSM process improvements • Test and validate ServiceNow enhancements, configuration changes, workflows, and platform releases • Develop and maintain ServiceNow and ITSM process documentation, procedures, work instructions, and training materials • Participate in and potentially lead ITSM or ServiceNow-related projects • Perform other duties as assigned

🎯 Requirements

• Bachelor's Degree in Information Technology, Computer Science, or related field required • Equivalent combination of education and/or experience may be considered • Three (3) plus years of experience • Proficiency in ServiceNow, including ITSM modules, reporting, and CMDB • Strong interpersonal skills, leadership ability, and a positive attitude • Exemplary verbal and written communication skills tailored to diverse audiences, including executives • Ability to adapt and thrive in dynamic, fast-paced environments • Confidence and skill in directing others under pressure while maintaining focus and achieving optimal customer outcomes • Excellent customer-facing skills • Exceptional organizational and coordination abilities • Strong analytical skills for sound decision-making and problem-solving • Strong technical troubleshooting skills • Excellent communication and training abilities

🏖️ Benefits

• Medical, Dental, and Vision insurance • Employer Paid Basic Life Insurance and AD&D • Voluntary Life Insurance (Employee/Spouse/Child) • Health Care and Dependent Care Flexible Spending Accounts • Pre-Tax and Post-Tax Commuter and Parking Benefits • 401(k) Retirement Savings Plan with Company Match • Paid Time Off • Paid Parental Leave • Short-Term and Long-Term Disability • Tuition Reimbursement • Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)