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    Service Now Support Analyst - Washington, United States - Emerging Tech

    Emerging Tech
    Emerging Tech Washington, United States

    2 weeks ago

    Default job background
    Technology / Internet
    Description

    Must be authorized to work in the US

    100% Remote

    Job Summary:

    The EHRM-IO ODCIO Technical Operations team supports the new VA EHR's day to day operations and provides oversight to engineering and operations activities. This team works with other directorates to ensure that system performance, testing and domain management activities are accomplished. The Problem Management team supports these efforts by focusing on Problem Management as a means to identify and remedy themes from incident management and help desk processes. Work as Junior Problem Management Analyst under guidance of Technical Operations Oversight Lead to:


    • Provide support to ODCIO Subject Matter Experts (SME) as needed in their planning and execution of ODCIO Enterprise Services Technical Operations efforts.


    • Gather and consolidate multiple SMEs project information and input into ODCIO integrated planning tools (e.g., Teams, Sharepoint, Planner, Project, JIRA) to ensure traceability of action items and milestones.

    Maintain, add, and track Technical Operations Group actions using project management methodology and standard collaboration tools (e.g., Teams, SharePoint, Planner, Project, JIRA).


    • Support coordination and meetings around Problem Management.


    • Support reporting as needed using ServiceNow, to include analysis of tickets within the tool.


    • Understand basic help desk processes and support the Problem Management leadership, through analysis, of potential optimization for EHRM-IO.


    • Assist in weekly and monthly analysis of incidents for the purposes of auditing responsibility and reporting.

    Minimum qualifications:

    5+ years of professional work experience

    Must have experience in creating, applying and maintaining tools to track program, project, or task performance data, including cost, schedule, and performance data.

    Must have experience in the creation of routine and ad hoc reports.

    Must be able to provide oral and written discussion of analytical findings using narrative and graphic forms.

    Bachelor's Degree in Business or an additional 8 years of relevant experience may be substituted for degree requirements

    Preferred qualifications:

    Experience in the VA

    Experience implementing electronic health records

    Benefits:

    • Retirement Plan
    • Group Health Insurance (Health, Dental, and Vision)
    • Paid Time Off
    • Referral Bonus
    • Opportunity for Performance Evaluation/Retention Bonus

    Compensation:

    • Full-Time Direct Hire
    • Annual Salary: $70,000
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