Quoris - Formerly ROI International · 1 day ago
DTS ITSM Analyst Principal
Pennsylvania, United States
Full-time
Hybrid
Senior Level, Lead/Staff
7+ years expQuoris is a healthcare organization seeking an experienced ITSM Principal Analyst to support their enterprise IT Service Management strategy and execution. The role involves designing, governing, and optimizing IT Service Management processes and ServiceNow solutions while providing strategic leadership across the ITSM lifecycle.
Hospital & Health Care
No H1B
Responsibilities
Serve as the enterprise subject matter expert for ITSM frameworks including ITIL (Service Strategy, Design, Transition, Operation, and Continual Improvement), with working knowledge of COBIT and ISO 20000
Lead and optimize ITSM processes including Incident, Problem, Change, Request, CMDB, Knowledge, Service Catalog, and Root Cause Analysis
Architect and maintain enterprise-grade ITSM solutions on the ServiceNow platform, including advanced capabilities such as AI, automation, and Now Assist integrations
Ensure clean integration across ITSM-adjacent domains including ITOM, ITAM, SecOps, and DevOps
Develop and maintain ITSM strategy, roadmap, governance models, operating procedures, and best-practice standards
Translate business and operational needs into actionable workflows, automation, and user experience improvements
Define, monitor, and maintain ITSM metrics, KPIs, and data quality standards within ServiceNow
Lead delivery of ITSM service products including business impact analysis, downtime procedures, contingency planning, risk documentation, and post-incident reviews
Manage multiple complex initiatives simultaneously with minimal supervision
Mentor, coach, and train ITSM Analysts (Levels I–III), serving as an in-house advisor on complex issues
Provide regular reporting to ITSM leadership on progress, risks, benefits, and operational health
Participate in after-hours support, command center activities, and on-call rotations as required to support organizational needs
Qualification
Required
Bachelor's degree in Computer Science, Emergency Management, Healthcare, Business, or a related field required
Minimum of 7 years of experience in Information Technology, Business Continuity, or Healthcare required
Deep expertise in ITSM, SDLC, change management, asset management, data classification, quality, and business continuity practices
Advanced experience with ServiceNow ITSM, including architecture and enterprise-scale implementations
Strong understanding of regulatory, security, and compliance requirements in healthcare environments
Exceptional communication, facilitation, and stakeholder engagement skills, including executive-level interaction
Demonstrated emotional intelligence and ability to influence across all levels of the organization
Ability to work primarily remote with periodic onsite presence in Pennsylvania
Preferred
Master's degree preferred
8+ years preferred
ITIL 4 Foundation or ITIL 4 Managing Professional
ServiceNow CSA, CIS-ITSM, CTA, or equivalent
CISSP
Benefits
Health
Dental
Vision
401k
Great culture/working environment
Company
Quoris - Formerly ROI International
ROI International is now "Quoris" Visit our website to learn more: www.roi-i.com/meet-quoris Quoris is a trusted healthcare technology firm dedicated to helping organizations get the most from their EHR and cloud ecosystems.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase