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Financial Services Business Analyst
2 months ago
Overview:
CommonSpirit Health was established through the merger of Catholic Health Initiatives (CHI) and Dignity Health. With over 700 care locations throughout the U.S., from clinics and hospitals to home-based and virtual care services, CommonSpirit is accessible to nearly one in four U.S. residents. Our world requires compassion now more than ever. Our communities need care, and our families require protection.
By leveraging our combined resources, CommonSpirit is dedicated to fostering healthy communities, advocating for the underprivileged, and innovating how and where healing can occur, both within our facilities and in the broader community.
Responsibilities:
Job Summary:
The Financial Services Business Analyst – Service Management role is tasked with supporting and enhancing case management systems for Accounts Payable (AP) and Payroll functions.
This position will oversee service catalogs, assignment groups, case categories, dashboards, case and productivity reporting, and the creation of rules for routing and escalations, as well as managing ServiceNow enhancements in collaboration with IT.
The role necessitates a proven ability to develop, analyze, and troubleshoot service management processes from a business perspective, requiring a comprehensive understanding of financial business operations.
This position will often engage in multiple projects as a team member and must demonstrate a strong grasp of project life cycles and management methodologies.
While collaborating on cross-functional projects, the Business Analyst will identify both upstream and downstream impacts on Financial Services and Finance.
This role will serve as a liaison between Finance Business Operations and the IT department to pinpoint service management challenges, conduct root cause analyses, and devise or implement sustainable long-term solutions.
Accountabilities:
Stay informed about the complete cycle of business processes for Financial Services, focusing on service management and reporting for AP and Payroll to address a variety of issues and discover opportunities for ongoing service enhancements that would benefit from streamlined service management processes, utilizing ServiceNow or other tools.
Assess and manage improvements to the Service Management process for AP and Payroll case management based on the ServiceNow platform.
Enhance user experience and request tracking through service catalogs, ensuring quicker resolution of cases/tickets by directing them to the appropriate assignment groups and establishing rules for case routing and escalations.
Oversee the creation and maintenance of dashboards for AP and Payroll to monitor case progress, productivity reporting, and customer service metrics. Utilize performance analytics and other tools to identify trends and insights for service management enhancements.
Assist in leveraging additional ServiceNow modules for initiative management, including projects, enhancements, and programs through Strategic Portfolio Management (SPM).
Collaborate with stakeholders to comprehend and document business requirements.
The emphasis will be on improving the usability and profitability of existing system architecture while identifying further process improvement and automation opportunities.
Develop an implementation plan that aligns with business operations and IT priorities, ensuring that tasks are completed accurately and within established timeframes.Test and review developed solutions to confirm they meet initial requirements and that any issues are promptly identified. Coordinate necessary remediation with the project team and stakeholders before implementation.
Work with department managers to explore new functionalities, identify potential process enhancements, propose solutions, and define expected outcomes.
Facilitate training for end users on deployed solutions.
Support all departmental goals and initiatives related to service management process improvements.
Qualifications:
Minimum Required:
5 years of experience in service management with a focus on ServiceNow-driven case management, service catalog maintenance, workflows, and reporting.
Experience with multiple ServiceNow modules, such as performance analytics for reporting dashboards and Strategic Portfolio Management (SPM) for project management.
5 years of experience in application support and project life cycle/project management methodologies.
Strong background in case management for non-IT sectors like Accounts Payable, Payroll, and Finance, necessitating a solid understanding of financial business processes.
Demonstrated high-level analytical and quantitative skills.
Experience in a large multi-facility healthcare organization.
Familiarity with ServiceNow modules.
Proficiency in advanced reporting and advanced Excel functions for data analysis.
Education:
Bachelor's Degree in Business Administration, Finance, or a related field.
Certification or degree in information or technical systems.
Special Knowledge, Skills, Abilities:
Strong organizational skills and the ability to follow up with internal and external customers.
Detail-oriented with the capacity to solve problems in a fast-paced environment.
Able to manage multiple tasks and handle various issues simultaneously.
Capable of prioritizing competing priorities with multiple deadlines.
Ability to work independently and under tight deadlines.
Strong computer skills, particularly advanced Microsoft Excel skills, including Add-Ins and Ad Hoc query analysis.
