Systems Analyst (IT)
About The Position
The ServiceNow Systems Analyst plays a pivotal role in ensuring the quality and stability of DaVita’s ServiceNow platform. This position is primarily responsible for defining, implementing, and operationalizing a comprehensive Quality Assurance (QA) process for ServiceNow development work. In addition to QA leadership, the Systems Analyst acts as a key liaison between the development team and business stakeholders. You will support the gathering and vetting of requirements, execute testing, and support customer relationships to ensure that deployed solutions meet business needs and adhere to technical standards.
Requirements
- ServiceNow Experience: 3+ years of experience working with the ServiceNow platform (ITSM, HRSD, or CSM modules preferred).
- QA Expertise: Proven experience in defining or executing QA processes, including writing test scripts and managing UAT.
- Analysis Skills: Strong ability to translate complex business needs into clear, actionable technical requirements.
Nice To Haves
- Certifications: ServiceNow Certified System Administrator (CSA) or ITIL Foundation certification is a plus.
- Communication: Excellent written and verbal communication skills; ability to explain technical concepts to non-technical stakeholders.
- Detail-Oriented: A rigorous approach to testing and documentation to ensure “zero defect” deployments.
- Adaptability: Ability to work in a fast-paced environment and help build new processes from the ground up.
Responsibilities
- Define QA Standards: Design and operationalize a standardized QA process for the ServiceNow development lifecycle, moving the team from ad-hoc testing to a structured, repeatable framework.
- Test Management: Define testing timelines, creating comprehensive test plans, and writing detailed test cases/scripts for new development and enhancements.
- Execution & Sign-off: Perform “first pass” functional testing on development work prior to stakeholder release. Coordinate User Acceptance Testing (UAT) with business partners and manage formal QA sign-off.
- Defect Management: Identify, document, and track defects to resolution, working closely with developers to ensure timely fixes.
- Requirements Gathering: Partner with business stakeholders (e.g., People Services, IT Operations) to gather, analyze, and document detailed business requirements for new demands and catalog items.
- Documentation: Maintain up-to-date process documentation, functional specifications, and FAQs to support the ServiceNow team and end-users.
- Incident Support: Assist with the triage and resolution of complex incidents, leveraging platform knowledge to identify root causes.
- Platform Governance: Support the operational team in enforcing governance standards, ensuring that changes (Update Sets) are properly vetted and promoted compliant with ITIL standards.
Benefits
- Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
- Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more
- Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
