Overview

Responsible for day-to-day support and optimization of software applications, including builds, upgrades, and system enhancements. Analyzes business / clinical needs, evaluate software releases and/or new products, and gives recommendations to optimize processes and decrease expenses. Possesses in-depth business / clinical and application knowledge and experience. Performs and documents workflow assessments to determine functional requirements for optimal utilization of applications. Develops system test plans and performs testing of software upgrades and patches. Maintains a record of test progress and test results. Responsible for problem, incident, and change management and service requests. Provides daily on-call support to the customer base for application-related issues. Works within a cross-functional team and with end-users to achieve application integration to meet business / clinical needs. Responsible for the communication of software issues, requirements, upgrades, and enhancements. Oversees smaller-sized projects or components of projects. Coordinates implementation or project planning around software application releases.

An Experienced Professional applies practical knowledge of job areas typically obtained through advanced education and work experience. Responsibilities typically include: • Works independently with general supervision. • Problems faced are difficult but typically not complex. • May influence others within the job area through explanation of facts, policies, and practices.

Education

• Bachelor's Degree (Preferred)
• 3 years of relevant experience with a degree 
  5 years of relevant experience without a degree

Certification/Licensure

• No specific certification or licensure requirements

Experience

• 3 years of relevant experience with a degree 
• 5 years of relevant experience without a degree
• Hands-on experience with ServiceNow ITSM procurement processes is highly desirable.
• Experience managing incidents, problems, changes, and service requests; collaborates cross-functionally with IT and end users and supports smaller projects or application release implementations.