Enterprise Service Management and Business Continuity Analyst III

Philadelphia, PA, US, 19104

Location: LOC_HOME-Home/Remote Office Location 

Req ID: 119211

Shift: Days

Employment Status: Regular - Full Time 

Job Summary

The responsibilities of this position encompass business continuity and service delivery design to support risk, change, asset and incident management. The role leads process innovation, leveraging automation, integration, and continuous improvement. Additional functions include planning and facilitating exercises such as tabletop exercises for disaster recovery and downtime planning; optimizing use of ServiceNow for efficiency and excellence in customer service; data analysis and metrics design.


The ideal candidate will have experience with business continuity, configuration management, discovery and CMDB, as well as experience leading tabletop exercises for downtime procedures and disaster recovery scenarios. Candidate should have expert understanding of ITSM and ITIL practices and demonstrated success in process improvement. Relational database skills, preferably with ServiceNow, will be important to success in this role.

Job Responsibilities

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


  1. Demonstrates advanced knowledge of technical components of applications with the ability to integrate this knowledge into the development and usability for the ITSMCO.
  2. Organizes and leads the support the ITSMCO communication applications (e.g. Everbridge).
  3. Identifies areas of opportunity for continuous improvement activities and metrics to add value to the service delivery of the ITSMCO.
  4. 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.
  5. Collaborates with team members and is able to also work independently on new tasks, assignments and project initiatives.
  6. Participates in internal audits as needed.
  7. Assists in the negotiation and contract renewal process with external vendors to ensure the vendor meets requirements and CHOP’s goals and objectives.
  8. Institutes mechanisms to capture, assess, and effectively manage all issues that may have an impact on operational and project work.
  9. Evaluates, develops and standardizes new & existing ITSM processes that support the organization.
  10. Articulates standards, procedures, policies and job aids from the ITSMCO to all levels of management and staff at CHOP.
  11. Demonstrates advanced understanding of cloud computing. 
  12. Maintains up-to-date knowledge of industry best practices and standards and support the enterprise by providing reports of this information as relevant.
  13. 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 five (5) years of demonstrated experience in Information Technology, Business Continuity or Healthcare

Preferred Education, Experience & Cert/Lic

Preferred Experience:  Six (6) years or more 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.)
    • 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

Job Segment: Medical, Patient Care, Computer Science, Cloud, Database, Healthcare, Technology