Service Now Solutions Analyst/Hybrid - 132507

This position will work a hybrid schedule which includes a combination of working both onsite in La Jolla and remote.

UC San Diego Health Sciences is a multibillion-dollar organization that comprises three professional schools, three hospitals, 20+ graduate degree programs, and 90+ core facilities and research units all working toward fulfilling its tripartite mission. Led by the Vice Chancellor for Health Sciences, it accounts for the majority of the University's research and philanthropic portfolios, in addition to an expanding clinical footprint that spans the San Diego region. With more than 1,900 faculty and 17,000 staff, the Health Sciences is home to nationally recognized academic and clinical programs and has been identified as one of the premier biomedical research institutions in the world. As a top-ranking, future oriented organization, UC San Diego Health Sciences offers challenging career opportunities in a fast-paced and innovative environment. The Vice Chancellor's Office follows a progressive philosophy of career-path development for its employees.

The ServiceNow Solutions Analyst, as part of the VCHS Business Intelligence (BI) team, is responsible for configuring, administering, and optimizing the ServiceNow platform to streamline business processes and support data-driven decision-making. The role focuses on leveraging core ServiceNow capabilities, including incident, request, change, and problem management, while configuring workflows, forms, and UI policies to improve operational efficiency across Health Sciences.

Key Responsibilities:

This role involves developing and customizing reports, dashboards, and performance analytics within ServiceNow to provide actionable insights to stakeholders. The position also focuses on integrating ServiceNow with third-party applications through APIs and web services, managing platform upgrades and releases, and ensuring that processes align with best practices to minimize disruptions. The ServiceNow Solutions Analyst will also work closely with teams to manage change effectively, conduct root cause analysis, and support the overall goals of the BI team.

• Seven (7) years of related experience, education/training, OR a Bachelor's degree in related area plus three (3) years of related experience/training.

• Broad knowledge of various areas of IT.

• Advanced skills associated with programming design, modification and implementation. Basic knowledge of secure software development. Demonstrated ability to create software specifications.

• Demonstrated ability to install software and troubleshoot and repair moderately complex problems with computing devices, peripherals and software. Understanding of and experience troubleshooting client, server and peripherals-related issues and actions that can be taken to improve or correct performance. Experience in incident response and digital forensics, including data collection, examination and analysis.

• Thorough knowledge of business and process analysis functions. Knowledge of the design, development and application of technology and systems to meet business needs.

• Demonstrated experience with database administration. Working knowledge of database management systems and standards. Knowledge relating to database system design. Advanced database querying and modeling skills working with moderately complex databases.

• Familiarity with logical data design and data mapping or data conversion.

• Advanced knowledge of computer security tools, best practices and policies including demonstrated experience securing server-based software. Demonstrated skill at administering moderately complex security controls and configurations to computer hardware, software and networks.

• Demonstrated testing and test planning skills.

• Ability to write technical documentation in a clear and concise manner.

• Demonstrated comprehensive understanding of how system management actions affect other systems, system users and dependent / related functions.

• Familiarity with data quality and governance issues and requirements.

• Interpersonal skills sufficient to work with both technical and non-technical personnel at various levels in the organization. Ability to elicit and communicate technical and non-technical information in a clear and concise manner.

• Works independently and as part of a team. Demonstrated problem-solving skills. Ability to learn effectively and meet deadlines.

• Proficiency with ServiceNow platform capabilities, including incident management, change management, problem management, service catalog, and request fulfillment.

• Demonstrated experience configuring and administering ServiceNow modules, including workflows, forms, and UI policies, to streamline business processes.

• Advanced knowledge of ServiceNow scripting (JavaScript, Glide API) to develop and implement custom solutions within the platform.

• Ability to create and modify ServiceNow reports, dashboards, and performance analytics to provide actionable insights to stakeholders.

• Experience in integrating ServiceNow with third-party applications through web services, APIs, and other integration methods.

• Knowledge of ServiceNow best practices, upgrade management, and release planning to ensure smooth platform operation and minimize disruptions.

• Strong project management skills, including the ability to manage timelines, stakeholders, and deliverables for IT projects.

• Experience with Agile or other software development methodologies, including working in a sprint-based environment.

• Ability to effectively manage change within IT systems and processes, ensuring smooth transitions and minimal disruption to end-users.

• Understanding of ITIL framework and best practices for IT service management, including change, incident, and problem management.

• Proven ability to conduct root cause analysis and implement solutions that prevent recurring technical issues.

• Proficiency in SQL for querying, analyzing, and managing data within relational databases, including the ability to write complex queries to support reporting and data analysis.

• Employment is subject to a criminal background check.

If employed by the University of California, you will be required to comply with our Policy on Vaccination Programs, which may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

If applicable, life-support certifications (BLS, NRP, ACLS, etc.) must include hands-on practice and in-person skills assessment; online-only certification is not acceptable.

UC San Diego Health Sciences is comprised of our School of Medicine, Skaggs School of Pharmacy and Pharmaceutical Sciences, The Herbert Wertheim School of Public Health and Human Longevity Science, and our Student Health and Well-Being Department. We have long been at the forefront of translational - or "bench-to-bedside" - research, transforming patient care through discovery and innovation leading to new drugs and technologies. Translational research is carried out every day in the hundreds of clinical trials of promising new therapies offered through UC San Diego Health, and in the drive of our researchers and clinician-scientists who are committed to having a significant impact on patient care. We invite you to join our team!

Applications/Resumes are accepted for current job openings only. For full consideration on any job, applications must be received prior to the initial closing date. If a job has an extended deadline, applications/resumes will be considered during the extension period; however, a job may be filled before the extended date is reached.

To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community.

UC San Diego is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

For the University of California's Affirmative Action Policy please visit: https://policy.ucop.edu/doc/4010393/PPSM-20
For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.

UC San Diego Health maintains a marijuana and drug free environment. Employees may be subject to drug screening.