Lead Application ServiceNow Analyst - IT Service Management Overview: This role will be responsible for managing the daily operations of the IT Service Management team responsible for maintenance, optimization, and innovation of our ServiceNow, Planview, and other work management applications. In addition, this role will manage SLAs for the team, assist with project and timeline planning, and identify Service Management education opportunities across the IT department.

The Lead will work closely with head Analysts and Architects from other areas to identify, correct, update, or create new educational materials, develop new integrations and services, and with the assistance of the Service Delivery Manager, manage the relationship with our outsourced Level 1 Service Desk support teams to improve functionality, communication, and SLA compliance. Finally, the Lead will work with IT leaders on IT metrics, dashboards, and developmental standards to provide consistency throughout the department. Qualities: A strong sense of ownership and an urgent drive to make a difference Self-taught, self-learning, self-managing Excellent listening, interpersonal, oral, and written communication skills Strong ability to communicate Able to contribute to a collaborative culture and positive work environment Innovative thinker, using creativity and a critical eye on process improvement Possess excellent logic, situational awareness, and attention to detail What you'll do: Work closely with all IT areas for SLA and policy adherence, Service Management workflow enhancements, and development of IT standards Work collaboratively with Project Management team on project management systems Manage IT Service Management team assignments and workload Function as support escalation point for IT Service Management applications Maintain vendor relationships and direct work priorities and SLA compliance Support initiatives for Service Management roadmap Provide system(s) support through participation in on-call rotation Qualifications: Associates or Bachelor's degree in Computer Science or higher Healthcare IT experience preferred ServiceNow ITSM Certification preferred ServiceNow ITOM Certification a plus System Integration experience a plus Planview project management product experience a plus Proficiency in Microsoft Office Suite 5 - 7 years of professional experience.