Systems Analyst (IT)

Position Summary 

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. 

Essential Duties and Responsibilities 

Quality Assurance & Process Definition (Primary Focus)

• 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 Analysis & Demand Management

• 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. 

Operational Support & Customer Success

• 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. 

Qualifications and Experience 

Required Experience

• 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. 

Desired Skills

• 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.

Career Growth 

This role offers the opportunity to define a critical function within the ServiceNow development team. Successful teammates may grow into Senior Systems Analyst, Technical Product Manager, or other leadership roles within the ServiceNow ecosystem at DaVita. 

What We’ll Provide: 

More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.  

• 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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