IS IT Service Management & Continuity Analyst II

Philadelphia, PA, US, 19104

Location: LOC_HOME-Home/Remote Office Location 

Req ID: 119192

Shift: Days

Employment Status: Regular - Full Time 

Job Summary

The responsibilities of this position focus on IT Service Management. The role provides process ownership for key IT services such as request, knowledge, and problem under the ITIL framework. The incumbent leads process innovation utilizing continuous improvement methodologies and creative problem solving. Major incident management and go-live support for applications are encompassed in the role. In addition, participation in and support for business continuity activities are included.

The ideal candidate will have expert understanding of ITSM and ITIL practices and demonstrated success with process improvement. Experience with one or more ITSM processes, for example request, incident, knowledge or change management, is required. ServiceNow experience is ideal. Demonstrated ability with data analysis and KPI reporting are key. Some experience with business continuity, disaster recovery, emergency preparedness or related functions is helpful.

Job Responsibilities

The responsibilities of the ITSMCO Analyst II encompass identical responsibilities as a ITSMCO Analyst I, but with a greater degree of complexity. A ITSMCO Analyst II also:


  1. Develops policies, procedures and job aids to support the work of the ITSMCO throughout the organization.
  2. Works with minimal supervision to support team initiatives, however, is able to solve problems independently and solicits ideas from others to help assess and resolve issues and/or develop plans of action to remediate.
  3. Demonstrates expertise in the essential skills of requirements gathering, process design, process mapping, implementation, and documentation.
  4. Performs appropriate and timely flow of business critical information through both excellent written and verbal communication strategies.
  5. Performs advanced functions of analysis, development, implementation, and evaluation.
  6. Assists in the development, evaluation, standardization, and maintenance of new & existing ITSM processes that support the organization.
  7. Collaborates with team members and is able to work with little to no instruction on new tasks, assignments and project initiatives.
  8. Assists senior members of the team in project initiatives.
  9. Communicates and collaborates with various departments in the organization to assist with the facilitation and implementation of new or improved ITSM process changes – both verbally and through written documentation.
  10. Identifies and assesses issues that may have an impact on operational and project work.
  11. Must be available after business hours (such as evenings and weekends) to support unplanned events, command centers, and planned downtimes occurring outside of business hours to accommodate CHOP business needs.  Must be willing to support an on-call schedule.

Required Education and Experience

Required Education: Bachelor’s Degree in Computer Science, Emergency Management, Healthcare or Business related field.


Required Experience: At least three (3) years of demonstrated experience in Information Technology, Business Continuity, or healthcare.

Preferred Education, Experience & Cert/Lic

Preferred Experience: Four (4) or more years of demonstrated experience in Information Technology, Business Continuity, or healthcare.


Preferred Licenses/certificates/registrations:

  • ITIL Foundations Certification
  • One of the following equivalent certifications: ITIL Intermediate, ASQ, Lean Six Sigma, Business Continuity (i.e. ABCP, etc.), Information Security (CISSP, CISA, etc.) or Emergency Management (CEM, CHEP, etc.) certifications

Additional Technical Requirements

  1. Understand and comply with all enterprise and IS departmental information security policies, procedures and standards.
  2. Support the integration of information security in the development, design, and implementation of Hospital Technology Resources that process, transmit, or store CHOP information.
  3. Support all compliance activities related to state, federal regulatory requirements, healthcare accreditation standards, and all other applicable regulations that govern the use and disclosure of patient, financial, or other confidential information.

All CHOP employees who work in a patient building or who provide patient care are required to receive an annual influenza vaccine unless they are granted a medical or religious exemption.

Children's Hospital of Philadelphia is committed to providing a safe and healthy environment for its patients, family members, visitors and employees. In an effort to achieve this goal, employment at Children's Hospital of Philadelphia, other than for positions with regularly scheduled hours in New Jersey, is contingent upon an attestation that the job applicant does not use tobacco products.

Children's Hospital of Philadelphia is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability or protected veteran status.

VEVRAA Federal Contractor/Seeking priority referrals for protected veterans.  Please contact our hiring official with any referrals or questions.

CHOP Careers Contact 

Talent Acquisition

2716 South Street, 6th Floor

Philadelphia, PA 19146 




Nearest Major Market: Philadelphia

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