IT Service Management Analyst II - IT Planning and Governance

POSITION SUMMARY

The Information Technology (IT) Service Management Analyst is a versatile specialist regarding all Information Technology Infrastructure Library (ITIL) Service Management principles and demonstrates expertise in implementing and managing IT service processes. The IT Service Management Analyst ensures the efficient delivery of IT services, improving service quality, and enhancing customer satisfaction by closely collaborating with key stakeholders to meet their service management needs.

PRIMARY ACCOUNTABILITES

• Implements and manages ITIL based service management processes, including Incident Management, Problem Management, Change Management, and Service Level Management.
• Monitors and analyzes IT service performance metrics to identify areas for continual improvement.
• Builds out Key Performance Indicators (KPIs) in addition to Integrated Delivery Network (IDN) Service Level Agreements (SLAs) to measure service performance which include Mean Time To Resolve (MTTR) target metrics.
• Collaborates with cross-functional teams and key stakeholders to ensure seamless service delivery and adherence to SLAs.
• Develops and maintains documentation for IT Service Management (ITSM) processes and procedures.
• Provides training and support to IT Associates on ITSM procedures and service management tools.
• Conducts regular audits and Quality Assurance (QA) analysis and assessments to ensure compliance with Health First IT Service Management standards with a focus continuous service improvement.
• Acts as a point of contact for escalated service issues and work to resolve them promptly and effectively.
• Engages with key stakeholders to understand their process and procedures and translate them into service management requirements and ensure their needs are met through effective IT service delivery.
• Works across multiple disciplines to gather requirements to codify configuration changes, conceptualize and create training material, and document and implement releases pertaining to the Incident and Request Management workflows within the ITSM tool.
• Works across with IT teams to develop and maintain our IT Service Catalog by understanding customer demand for IT Services and creating a workflow within the ITSM tool to map out the lifecycle and delivery of those services.

MINIMUM QUALIFICATIONS

• Education: Associate’s degree in Computer Science, Healthcare Administration, or relevant field.
• Work Experience: Three (3) years of IT experience.
• Licensure: None
• Certification:

• LEAN Six Sigma Yellow Belt prior to start date and maintained.
• Information Technology Infrastructure Library (ITIL) Foundations within six (6) months of start date and maintained.
• Skills/Knowledge/Abilities:

• Proficient with Microsoft Office – Outlook, Word, Excel, PowerPoint, etc.
• Ability to analyze data and generate reports to identify trends and areas for improvement.
• Understanding of network infrastructure, server management, and cloud services.
• Clear and effective communication skills are crucial for interacting with stakeholders, writing reports, and documenting processes.
• Strong analytical skills to diagnose issues, identify root causes, and implement effective solutions.
• A focus on providing excellent service to internal and external customers, ensuring their needs are met promptly and efficiently.
• Ability to work well in a team environment, collaborating with colleagues from various departments.
• Flexibility to adapt to changing technologies, processes, and business needs.
• Efficiently managing time and prioritizing tasks to meet deadlines and SLAs.
• Ensuring accuracy in documentation, reporting, and process execution.

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  PREFFERED QUALIFICATIONS
• Education: Bachelor’s degree in Computer Science, Healthcare Administration, or relevant field.
• Work Experience: Five (5) years of IT experience.
• Certification: Information Technology Infrastructure Library (ITIL) Foundations prior to start date and maintained.
• Skills/Knowledge/Abilities:

• Proficiency in tools like Ivanti Service Manager, ServiceNow, BMC Remedy, or HP Service Manager for incident, problem, and change management.
• Knowledge of scripting languages (e.g., Python, PowerShell) to automate routine tasks.

PHYSICAL REQUIREMENTS

• Majority of time involves sitting or standing; occasional walking, bending, and stooping.
• Long periods of computer time or at workstation.
• Light work that may include lifting or moving objects up to 20 pounds with or without assistance.
• May be exposed to inside environments with varied temperatures, air quality, lighting and/or low to moderate noise.
• Communicating with others to exchange information.
• Visual acuity and hand-eye coordination to perform tasks.
• Workspace may vary from open to confined.
• May require travel to various facilities within and beyond county perimeter; may require use of personal vehicle.

ABOUT HEALTH FIRST

At Health First, diversity and inclusion are essential for our continued growth and evolution. Working together, we strive to build and nurture a culture that recognizes, encourages, and respects the diverse voices of our associates. We know through experience that different ideas, perspectives, and backgrounds create a stronger and more collaborative work environment that delivers better results. As an organization, it fuels our innovation and connects us closer to our associates, customers, and the communities we serve.