Business Analyst, Financial Services

4 weeks ago

Phoenix, United States Dignity Health Full time

**Overview**

CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.

**Responsibilities**
**Job Summary**:
The Business Analyst, Financial Services - Service Management position will be responsible for support and enhancements to case management systems for AP and Payroll. The position will manage service catalogs, assignment groups, case categories, dashboards, case and productivity reporting, creating rules for routing and escalations, managing ServiceNow enhancements with IT, etc. This position and will require a proven ability to develop, analyze, and troubleshoot service management process, from a business standpoint, which would require a thorough understanding of Finance business processes.

This position will act as a liaison between Finance Business Operations and IT department to identify service management issues, conduct root cause analysis, and develop or implement viable long term solutions.

**Accountabilities**:

- Keep abreast of the full cycle business processes for Financial Services with focus on service management and reporting for AP and Payroll in order to resolve a wide variety of issues and identify opportunities for continuous service improvements that would benefit from streamlined service management process, using ServiceNow or other tools
- Evaluate and manage enhancements to Service Management process for AP and Payroll case management based on ServiceNow platform
- Enable better user experience and tracking of requests via service catalogs, faster resolution of cases / tickets via directing the cases to right assignment groups and creating rules for case routing and escalations
- Manage creation and maintenance of dashboards for AP and Payroll to track the case progress, productivity reporting and customer service metrics. Leverage performance analytics and other tools to develop trends and inferences for service management improvements
- Assist in leveraging other ServiceNow modules for initiatives management like projects, enhancements and programs using Strategic Portfolio Management (SPM)
- Work with stakeholders to understand and document business requirements. The focus will be to improve the usability and profitability of current system architecture while identifying additional process improvement and automation opportunities.
- Develop implementation plan that aligns with business operations and IT priorities and bandwidth. Ensures that the work is done properly and within the time limit.
- Test and review the solution that was developed to ensure it meets initial requirements and issues are identified immediately. Coordinate appropriate remediation with project team and stakeholders prior to implementation.
- Work with department managers to research new functionality, identify potential process improvements, identify potential solutions, and define expected results
- Facilitate training of end users on deployed solutions
- Assist with all department goals and initiatives relative to service management process improvements

**Qualifications**
**Minimum Required**:

- 5 years’ experience in service management with focus on ServiceNow driven case management, service catalog maintenance, workflows and reporting
- Experience in multiple ServiceNow modules like performance analytics for reporting dashboards, Strategic Portfolio Management (SPM) for project management
- Strong background in case management for non-IT areas like Accounts Payable, Payroll, Finance, etc. which would require good knowledge of Finance business processes
- Demonstrated high level analytical and quantitative skills
- Experience in a multi-facility large healthcare organization.
- Experience with ServiceNow modules
- Experience with high level advance reporting and advanced excel functions for data analysis

**Education**

Bachelor’s Degree in Business Administration, Finance, or related field.

Certification/degree in information or technical systems

**Special Knowledge, Skills, Abilities**
- Strong organizational skills and ability to follow up with the internal and external customers.
- Detail-oriented and ability to solve problems in a fast paced environment.
- Ability to multi-task and handle multiple issues simultaneously.
- Ability to prioritize competing priorities with multiple deadlines
- Ability to work independently and under tight deadlines.
- Strong computer skills, especially advanced Microsoft Excel sk

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