ServiceNow CSDM Specialist

ServiceNow CSDM Specialist

Interested in a career with both meaning and growth? Whether your abilities are in direct patient care or one of the many other areas of healthcare administration and support, everyone at Parkland works together to fulfill our mission: the health and well-being of individuals and communities entrusted to our care. By joining Parkland, you become part of a diverse healthcare legacy thats served our community for more than 125 years. Put your skills to work with us, seek opportunities to learn and join a talented team where patient care is more than a job. Its our passion.

PRIMARY PURPOSE Responsible for enforcing the ServiceNow Common Services Data Model (CSDM) processes and procedures to ensure the configuration management of ServiceNow Application and Service portfolios are standardized and sustainable.

MINIMUM SPECIFICATIONS

Education - Must have a Bachelor's degree in Computer Science, Mathematics, Business Administration, or a related field.

Experience - Must have six (6) years of Applications experience in the relevant technology environment.

Equivalent Education and/or Experience - May have an equivalent combination of education and/or experience in lieu of specific education and/or experience as stated above.

Certification/Registration/Licensure - ServiceNow APM certification or similar ServiceNow certification

Skills or Special Abilities - Must be able to demonstrate knowledge of ServiceNow CMDB concepts, relationships, and processes. - Must have an understanding of CSDM and how to implement using recommended maturity model. - Must have familiarity with Application portfolio and Service portfolio concepts. - Must be able to develop and maintain operational processes and standards. - Must be able to identify root cause for issues and incorporate findings into process improvement. - Must have effective communications skills to interact with Analysts, vendors and other IT Incident Management participants and stakeholders. - Must be customer service oriented and capable of conveying ideas to all levels of IT staff.

Responsibilities 1. Acts as the focal point for CSDM process execution to the IT organization and other stakeholders. 2. Builds upon the ServiceNow Application Portfolio Management Procedure framework to provide process lifecycle management. Provides input for process improvement and facilitates process improvement implementation as needed. Identifies and submits process exceptions and deviations for review and approval. 3. Monitors ServiceNow Business Application dashboard to ensure data quality is consistent (all required fields filled out and server mappings are in place). Works with users to troubleshoot issues and educate on processes/procedures. 4. Escalate instances of non-compliance to the respective IT Leaders. 5. Works with non-IT staff for applications that are supported outside of IT. Responsible for ensuring Business Applications are created and maintained for these areas. 6. Works with CMDB team to ensure integrated workflows and mappings are utilized and maintained. 7. Responsible for ensuring system supports true service level reporting through the implementation and support of the Common Services Data Model in ServiceNow. This includes Business capabilities, business applications, application services, technical services, and their corresponding mappings and integrations.

Job Accountabilities 1. Identifies ways to improve work processes and improve customer satisfaction. Makes recommendations to supervisor, implements, and monitors results as appropriate in support of the overall goals of the department and Parkland. 2. Stays abreast of the latest developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure. Integrates knowledge gained into current work practices. 3. Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the area. Develops effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state, and private health plans. Seeks advice and guidance as needed to ensure proper understanding.

Parkland Health and Hospital System prohibits discrimination based on age (40 or over), race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, national origin, marital status, political belief, or veteran status.As part of our commitment to our patients and employees wellness, Parkland Health is a tobacco and smoke-free campus.