Senior Service Center Analyst, ServiceNow, Full-time, Days

at  Northwestern Memorial Healthcare

Company Description
At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you’ll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?
Job Description
The Senior Service Center Analyst reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.
The MyNM Service Center provides support to the NM Workforce through self-service functions and Service Center Representatives. The Senior Service Center Analyst supports a variety of internal teams by using business, technical and analytic experience to improve processes and solve problems. The Senior Analyst serves as an innovative, insightful, and trusted partner, soliciting feedback and advising team members and leadership with data-driven recommendations.
The Senior Analyst facilitates and captures stakeholder’s requirements and use cases while understanding the business strategy and ensuring processes, tools, and templates are utilized consistently.

• Identify process improvement and service expansion opportunities within the MyNM Service Center to enhance operational effectiveness and build capabilities
• Promotes proactive approaches in using technology to solve business needs/problems.
• Works to develop new and innovative ways to automate functions and processes to gain efficiencies
• Demonstrates the ability to develop project plans and times lines, including task and critical path identification, and issue tracking and resolutions
• Facilitates project meetings with teams in the completion of designated projects.
• Leads initiatives for implementation of new processes and/or procedures
• Effectively communicate with the business users to gather functional requirements, use cases and stories for system changes/enhancements
• Guide users through decisions and alternatives for improving their business processes
• Understand industry-specific trends that impact the organization
• Monitor and measure continuous improvement outcomes
• Work with other IS functions to deliver technology changes that support continuous improvement initiatives
• Monitor daily service center metrics, provide analysis on general operations, identify and advance continuous improvement initiatives
  Qualifications

Required:

• BA or BS Degree with concentration in human resources, information technology or related human resources or four additional years of relevant experience.
• 5 or more of years relevant experience combined experience in IS, HR, Finance, Supply Chain or similar function and/or experience as an analyst supporting processes and systems.
• Well-developed analytical and problem-solving skills and logical reasoning
• Experience and understanding of Service Center technologies, HR information systems, and system interfaces.
• Strong attention to detail and accuracy while managing multiple tasks.
• Ability to listen and question effectively.
• Ability to work effectively as an individual and as a member of a team.
• Openness to partner with a variety of users and develop a thorough understanding of their business.
• A curiosity to experiment with innovative ideas, methods, procedures, and technologies.
• Ability to communicate complex topics, ideas, or analytics in ways that clarify customers’ needs and supply them with the insights.

Additional Information
Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status