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Job Summary

Responsible for day-to-day demand management for the full Data Enterprise, including: monitoring and triaging Service Now intake requests, gathering business requirements as required, project planning, tracking, and testing, and building and maintaining analytics and reporting pertaining to demand management. Serves as Service Now technical expert.

Job Duties

• Responsible for reviewing all requests for analytics to route them to the appropriate teams, engaging with business owners as appropriate/needed and with an understanding of the current projects for their assigned stakeholder groups.
• Identifies demand trends and works with the teams to address areas of increased demand
• Acts as project manager for large projects (as needed and capacity allows)
• Subject matter expert in the Service Now technology
• Coordinates with the business to ensure proper intake protocol is followed
• Builds, maintains, and oversees demand management analytics and reporting
• Ensures adherence to compliance or regulatory requirements as it pertains to Service Now changes in partnership with IT
• Responsible for the development, implementation, and management of product and project plan in Service Now, including managing product progress, reporting and quality control.
• Develops and leads all technical documentation and testing related to the product and project.
• Communicates recourse needs, issues, portfolio and product statuses and milestones met. Responsible for the management of the development and delivery of innovation and product specific materials.
• Ensures adherence to compliance or regulatory requirements as it pertains to Service Now changes in partnership with IT
• Assists the development teams with business user interactions related to testing coordination and documentation as part of the migration process for production items.  This may include various types of testing where business input is needed including, but not limited to, user acceptance testing and production validation testing.  (as needed and capacity allows)
• Support service now upgrades with support, testing, and review of release notes

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

Position Details

Education

Bachelor's Degree- (Required), Bachelor's Degree-Business Administration/Healthcare Management (Preferred)

Experience

Minimum of 3 years-Healthcare (Required), Minimum of 3 years-Managing people, processes, or projects (Required)

Certification(s) and License(s)

OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation. SAFETY: We provide a safe environment for our patients and members and the Geisinger family We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all. We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.

We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.