Technology Analyst II

This is a fully remote position, open to applicants in Alabama, +35 more states.

📋 Description

• Support and improve the IT Service Management processes at Banner Health, encompassing Incident, Change, Knowledge, and associated practices.

• Assist in enhancing processes, developing ServiceNow stories, conducting testing and validation, generating reports and metrics, providing operational support, as well as creating training and process documentation.

• Support the lifecycle management of applications and hardware across various platforms including desktop, data center, server operating systems, storage, virtual machines, cloud, network, endpoints, databases, and operational platforms.

• Define and document system enhancement requirements while addressing system deficiencies.

• Create project specifications, set the technical vision, and analyze usability and performance trade-offs.

• Write and review requirements analysis and user stories; develop sketches, wireframes, mock-ups, and prototypes.

• Serve as a liaison between IT and business units.

• Create integrated testing scenarios and comprehensive test plans; execute testing and post-production validation.

• Design and facilitate curriculum and end-user training.

• Investigate, monitor, and resolve complex errors related to projects, systems, and applications.

• Provide advanced guidance to users and mentor junior team members.

• Support business governance, request prioritization, backlog management, and Scrum or Kanban methodologies.

• Attend change advisory board meetings as necessary.

• Develop technology solutions through data analysis and established or newly devised processes.

• Assume responsibility for selected information systems and make decisions regarding projects and applications.

• Participate in meetings, presentations, visioning sessions, strategy planning, implementation, and company-wide support activities.

⛳️ Requirements

• Familiarity with ServiceNow.

• High school diploma/GED or equivalent practical experience.

• A minimum of two years of technical support experience, including maintenance, monitoring, and detailed troubleshooting of technical systems.

• Capability to develop conceptual sketches, wireframes, visual mock-ups, and prototypes.

• Proficient in spreadsheets, databases, word processing, and presentation software.

• Ability to diagnose complex issues and engage with diverse customer and support groups.

• Strong communication, presentation, and organizational skills tailored for both technical and non-technical audiences.

• Ability to communicate and collaborate across all service areas and organizational levels.

• Knowledge of Information Technology in a dynamic environment.

• Exceptional written and verbal communication skills.

• Willingness to work variable shifts and hours and respond to a pager when necessary.

• Must reside in one of the specified states: AL, AK, AR, AZ, CA, CO, FL, GA, IA, ID, IN, KS, KY, LA, MD, MI, MN, MO, MS, NC, ND, NE, NH, NM, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV, or WY.

• Bachelor’s degree in Information Technology, Business, or a related field is preferred.

• Experience in the healthcare industry is preferred.

• Project management experience is preferred.

• Advanced knowledge of Microsoft applications is preferred.

🏝️ Benefits

• Comprehensive benefits package for all eligible positions.

• Options for health and financial security.

• A variety of benefit plans available for employees and their families.

• Total Rewards package.

• Drug-free work environment.