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Somerville, Massachusetts - USD Full Time Posted: Thursday, 7 December 2017
As a not-for-profit organization, Partners HealthCare is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Partners HealthCare supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Partners HealthCare is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.

Our employees use the Partners HealthCare values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

General Overview:

The ServiceNow team is responsible for the development, implementation, maintenance, and enhancement of all service management processes and functions of the ServiceNow application, in all sites and organizations within the Partners HealthCare enterprise.

The Application Analyst II is responsible for collaborating with users across the enterprise to effectively translate complex business needs into functional design specifications and objectives. S/He is expected to understand the operational workflows of supported departments, and provide appropriate training and support through a solid customer service foundation. They will serve as a liaison between the business and the ServiceNow team, facilitating the cooperative documentation of requirements, and delivering feedback and key discoveries to the team.

The Application Analyst II should have strong expertise in business analysis, requirements gathering, reporting and data analysis, relationship building, and software development lifecycle methodologies. They are responsible for understanding the business and taking business/technical requirements from service owners, application teams, and other technical end users. S/He will help to organize requests for ServiceNow development across all Partners HealthCare sites. This role is responsible for maintaining requirements, ensuring software development efforts follow best practice lifecycles including formal testing procedures and end user sign off. The Application Analyst II is responsible for end user training and creating supporting documentation.


. Work closely with end-users to define business needs and to document cooperative requirements, and provide appropriate feedback

. Coordinate projects utilizing best practice project management software development lifecycle methodologies

. Participate in the definition of scope and objectives of projects

. Participate in functional requirements definition and system design discussions

. Work with other team members to define and execute quality assurance measures including thorough, detailed test plans and testing

. Facilitate user training

. Develop system and user documentation

. Complete work assignments in accordance with an established project timeline. Inform manager of issues requiring their direct attention

. Provide excellent customer service and serve as an exemplary representative of Partners Information Systems. On-going communication, feedback and follow-through with customers/peers are essential

. Function both as an individual contributor and team player

. Perform other duties as assigned

. BS in Information Systems or equivalent education and experience required

. 5 years of experience in an IT environment required.

. 2-3 years of experience as a business analyst or similar role in IT required

. Experience in requirements gathering required

. Experience in reporting and data analysis required

. Experience with PC applications (Microsoft Office, Visio, Project) required

. Experience in end user training highly desirable

. Experience in healthcare environment a plus

. Experience with ServiceNow or other IT Service Management systems a plus

. Familiarity with ITIL framework a plus


. Strong analytics required, including an understanding of how to interpret customer business needs and translate them into application and operational requirements.

. Strong commitment to customer service

. High degree of creativity and "outside-the-box" thinking

. Ability to cooperatively and effectively work with people from all organizational and technical levels and build consensus through negotiation and diplomacy

. Ability to change focus and manage transitions

. Willingness to compromise and adapt to change

. Ability to manage competing priorities in conjunction with developing/meeting project goals

. Detail oriented, with excellent planning, executing, and quality assurance skills

Working Conditions:

. Standard Office Environment, travel to other local offices as required


Somerville, Massachusetts, United States of America
Partners Healthcare System
Partners Healthcare System
12/7/2017 6:52:48 AM

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