IT Service Management Analyst
Position Overview
Position OverviewThe ITSM Analyst provides specialized support in the development and continuous improvement of all IT service management platforms and surrounding processes. The ITSM Analyst is responsible for working with both internal and external IT customers to design, build and implement IT service management tools within the application.
The ITSM Analyst ensures business value by collaborating with business owners, stakeholders, and customers. They will manage the overall platform performance, monitoring releases, patches and overall health ensuring its meeting strategic goals and delivering exceptional value. The ITSM Analyst needs to be able to effectively promote the capabilities and functionality of the platform to solve complex business problems to further integrate the toolset and drive automation.
The ITSM Analyst will also spend a significant part of their day troubleshooting and improving existing systems or developing new systems to increase efficiency and productivity. They prepare technical reports by collecting, analyzing, and summarizing information and trends, and then use this data to improve and maintain system capabilities by addressing system and user issues.
This is an onsite position in Binghamton, NY.
Primary Department, Division, or Unit:
Application and Integration, UHS Information Systems OperationsPrimary Work Shift:
DayRegular Scheduled Weekly Hours:
40Compensation Range:
$33.63 - $50.45 per hour, depending on experience-----
Job Responsibilities
Ensure IT service management processes are designed in collaboration with customers, and they are aligned with IT policies, processes, and procedures.
Ensure data integrity across the environment by overseeing imports/exports and performing regular audits
Supports the IT service management team’s vision and process improvement efforts. Participates in ITSM governance workgroups.
Utilize problem-solving skills daily to quickly identify, troubleshoot, any unexpected issues that arise in a timely fashion.
Acquires data points from diverse sources (customers, IT staff, vendor, etc.) analyzes complexities and inconsistencies to solve problems, and translates information into written, digestible design documents to obtain approval from key stakeholders. Analyzes process performance, documents, and measures results, and defines pathways to success.
Delivers high-quality service focused on responsiveness, assurance, and empathy. Builds and leverages strong customer relationships to achieve shared objectives, negotiating and winning concessions. Maintains customer-focused mindset when designing processes, and gains insights into customer pain points, challenges, and needs. Translates customer needs into actionable tools within the ITSM platform. Design and build required integrations with the ITSM platform, tests integrations, and validates integrations are working as expected periodically.
Test systems functionality and analyze data prior to turning it over to customers for end-user acceptance testing.
Keep updated with the latest vendor/industry knowledge and best practices to facilitate innovation, identify opportunities for improvement within our current ITSM platform.
Routinely monitor system performance and troubleshoot issues
Develop and oversee system updates and improvements
Provide training to IT users on system operation and functionality
Understanding of system architecture and business processes, ability to adapt when needed
Ensure platform operability and coordinating platform upgrades for new releases ensuring alignment with business priorities and timelines while minimizing disruption to users
Partnering with non-technical stakeholders to integrate their solutions into the ITSM tool
Enhancing and automating workflows through strategic integrations with other solutions
Overseeing deployments through dev/test/prod environment to ensure development towards best practice
Configuring, deploying, and providing support for new applications on the platform
Ensure change management process is followed for implementing enterprise-wide updates
Preferred Experience
Knowledge of data analysis, interpretation and integrating into dashboard functionality
Proficiency in database programming and software development
Experience with project management methodologies
Detail-oriented with organizational skills to manage multiple projects simultaneously while ensuring accuracy and meeting deadlines
Interpersonal skills to work effectively with teams of IT professionals, including programmers, engineers, and managers
Strong experience with analyzing problems and recommending solutions, excellent problem-solving skills
Strong written and verbal communication skills, with the ability to explain IT concepts to a non-technical audience
A strong understanding of computer systems and networks, databases, and how they interact within an organization
Knowledge of programming languages such as Crystal Reports, Visual Basic, Microsoft. Net, XML, Java, C++, SQL, and others is desirable
Ability to establish and maintain effective working relationships with others
Strong ability to design and deliver effect training programs for a variety of audiences
Position Requirements
Minimum Requirements
Associate’s degree in information technology, Computer Science, or a related field
4+ years of experience
Preferred
- ITIL knowledge or certification
- ITSM Administrator certification
- Bachelor's degree in Information Technology, Computer Science, or a related field
- 2+ years as a ITSM Systems Analyst, Business Analyst or a similar role
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Why You’ll Love Working at UHS
At United Health Services (UHS), we believe every connection—to patients, to purpose, to each other—makes a difference. That’s why we’re intentional about supporting our team in ways that go beyond the job. Whether through meaningful benefits, personal growth, or fun along the way, we’re here to help you thrive in work and life.
A Culture of Connection – We support each other like family and create space for every voice to be heard. Engagement Councils, peer recognition, and initiatives like Walk in my Shoes for senior leaders are just a few ways we foster belonging and collaboration. Outside of work, we stay connected through team events like trivia, trunk-or-treat, volunteer days, our staff choir, or seasonal celebrations.
Comprehensive Benefits for Life & Family – We offer medical, dental, and vision coverage starting the first of the month after hire for employees working 24+ hours/week. With flexible plan options and coverage tiers, you can choose what fits your life best. Additional perks include discounted childcare through Bright Horizons and voluntary benefits like pet insurance, legal services, and identity theft protection.
Well-Being & Financial Security – From day one, PTO starts accruing so you can take time to recharge. We support your long-term wellness with a 403(b) retirement plan and company match, flexible spending accounts, access to financial advisors, and up to $400/year in wellness rewards. When life gets tough, we’re here with 24/7 EAP counseling, virtual mental health support, a food pantry, PTO donation program, and professional attire through the Classy Closet.
Growth That Moves with You – With access to 100,000+ online courses, leadership programs, tuition reimbursement, clinical ladders, and internal mobility, we help you grow wherever your passion leads. We also continuously review compensation to ensure market competitiveness and internal equity, so you can feel confident your work is valued and rewarded fairly.
A Place to Call Home – Located in New York’s Southern Tier, UHS offers more than a career—we offer a lifestyle. Enjoy four-season recreation, affordable living, top-rated schools, minor league sports, craft brews, a close-knit community, and more, all within reach of the Finger Lakes, the Catskills, and major Northeast cities.
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About United Health Services
United Health Services (UHS) is a locally owned, not-for-profit healthcare system in New York’s Southern Tier comprising four hospitals, long-term care and home care services, and physician practices in Broome and surrounding counties. UHS provides healthcare and medical services for two-thirds of the region’s population, produces $1.3 billion a year in total economic impact, and boasts a workforce of more than 6,300 employees and providers.
At UHS, our work is guided by our Values of Compassion, Trust, Respect, Teamwork, and Innovation. Whether you provide direct patient care or support behind the scenes, you are part of a shared purpose: to improve the health and well-being of the communities we serve. Every employee plays a meaningful role in fulfilling our mission—we’d love for you to consider joining us!
United Health Services is an Equal Opportunity Employer.
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United Health Services, Inc. and the members of the UHS System neither are affiliated with, sponsored, endorsed nor approved by, nor otherwise associated with, Universal Health Services, Inc. (NYSE: UHS), UHS of Delaware, Inc. nor their affiliates, which can be found at www.uhsinc.com.
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