Systems Analyst II - ITSM

Overview

Fred Hutchinson Cancer Center is an independent, nonprofit organization providing adult cancer treatment and groundbreaking research focused on cancer and infectious diseases. Based in Seattle, Fred Hutch is the only National Cancer Institute-designated cancer center in Washington.

With a track record of global leadership in bone marrow transplantation, HIV/AIDS prevention, immunotherapy and COVID-19 vaccines, Fred Hutch has earned a reputation as one of the world’s leading cancer, infectious disease and biomedical research centers. Fred Hutch operates eight clinical care sites that provide medical oncology, infusion, radiation, proton therapy and related services, and network affiliations with hospitals in five states. Together, our fully integrated research and clinical care teams seek to discover new cures to the world’s deadliest diseases and make life beyond cancer a reality.

At Fred Hutch we value collaboration, compassion, determination, excellence, innovation, integrity and respect. These values are grounded in and expressed through the principles of diversity, equity and inclusion. Our mission is directly tied to the humanity, dignity and inherent value of each employee, patient, community member and supporter. Our commitment to learning across our differences and similarities make us stronger. We seek employees who bring different and innovative ways of seeing the world and solving problems. Fred Hutch is in pursuit of becoming an anti-racist organization. We are committed to ensuring that all candidates hired share our commitment to diversity, anti-racism and inclusion.

The Systems Analyst II - ITSM administrates the Cherwell Service Management (CSM) product and associated software, including Ivanti Neurons for ITAM, customize automated workflows for processes and procedures, customize user interfaces, perform maintenance tasks, and create user documentation as appropriate.

This is a hybrid opportunity based out of our Seattle, WA location.

Responsibilities

• Address system issues, perform/schedule regular maintenance, and fulfill configuration and service requests in alignment with IT Department standards and best practices.
• Complete assignments in a staged environment setting: Test and Production.
• Maintain working knowledge of current software, upgrade changes, and ITSM best practices.
• Maintain the ITSM system with regular upgrades and improvements.
• Document and train users on the use of the ITSM system.
• Maintain the integrity of standard periodic operational metrics captured within normal system use.
• Coordinate with customers to define, design, configure, and implement custom solutions including building dashboards, automation, calculations, etc. within a “WYSIWYG” no-code or “light development” environment.
• Participate in the implementation of various IT projects as appropriate.
• Observe processes to identify problems, report trends, and recommend actions to take based on those trends.
• Conduct all business in a professional and ethical manner to serve customers and uphold organizational standards of excellence.
• Other duties as assigned.

Qualifications

MINIMUM QUALIFICATIONS:

• Bachelor’s degree in a relevant field or equivalent combination of education and experience.
• Minimum 2 years of ITSM or comparable configuration and deployment experience.
• Experience on the Cherwell / Ivanti Service Management or comparable platform installation and administration.
• Experience with report writing in a SQL-based environment.
• Possess general knowledge on IT concepts regarding security, infrastructure, applications, customer support, and project management.
• Solid understanding of relational databases.

PREFERRED QUALIFICATIONS:

• Knowledge of Cherwell API / script writing.
• Knowledge of the ITIL Framework and Agile/Scrum methodology.
• Ability to learn new technologies quickly and thrive in a fast-paced environment.
• Ability to work independently and meet deadlines with minimal supervision.
• Strong analytical, technical troubleshooting, and general problem-solving skills.
• Excellent organizational, customer service, verbal, and written communication skills.
• Strong decision-making skills.

A statement describing your commitment and contributions toward greater diversity, equity, inclusion, and antiracism in your career or that will be made through your work at Fred Hutch is requested of all finalists.

The annual base salary range for this position is from $88,670 to $132,974, and pay offered will be based on experience and qualifications.

This is a hybrid opportunity based out of our Seattle, WA location. This role will have the opportunity to work partially at our campus and remotely. Fred Hutchinson Cancer Center offers employees a comprehensive benefits package designed to enhance health, well-being, and financial security. Benefits include medical/vision, dental, flexible spending accounts, life, disability, retirement, family life support, employee assistance program, onsite health clinic, tuition reimbursement, paid vacation (12-22 days per year), paid sick leave (12-25 days per year), paid holidays (13 days per year), paid parental leave (up to 4 weeks), and partially paid sabbatical leave (up to 6 months).

Our Commitment to Diversity

We are proud to be an Equal Employment Opportunity (EEO) and Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) Employer. We are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability (physical or mental), marital or veteran status, genetic information, sexual orientation, gender identity, political ideology, or membership in any other legally protected class. We are an Affirmative Action employer. We encourage individuals with diverse backgrounds to apply and desire priority referrals of protected veterans. If due to a disability you need assistance/and or a reasonable accommodation during the application or recruiting process, please send a request to Human Resources at or by calling 206-667-4700.