Analyst II - IT Service Management

ITSM Analyst II

The ITSM Analyst II plans, designs, implements, monitors, change management, continual process improvement, reporting and documentation on ITSM processes. The ITSM Analyst II supports ITSM departmental goals, streamlining processes, and coordinating resources across departments to ensure timely root cause analysis, issue resolution, and process improvement. In addition, the ITSM Analyst II will participate in a support on-call rotation facilitating off-hour work functions in support of incidents, upgrades, patches, and project task fulfillment.

Essential functions include:

• Plans, designs, implementation, monitoring, change management, continual process improvement, reporting and documentation on ITSM processes. Consults with other ITSM Analysts, the ITSM Manager and IT Service Delivery teams regarding process design decisions, provides direction and coordinates related activities. Assists in development of project work plans, schedules and staffing requirements from a process perspective. Monitors process maturity and progress throughout the implementation effort and lifecycle Ensures process implementation, design and solution requirements are clearly defined and adequately address issues and communicates these needs to the Technical Architecture Team. Participates in ITSM communication events. Coaches and teaches others about process concepts and solutions. Identifies needed workshops and meetings as required to design and build process solutions. Documents functional requirements with regards to the assigned process. Develops visual process workflows (cross functional flow diagrams etc.).
• Uses communication skills to listen to, identify & address customer needs while building a relationship and rapport with customers. Builds positive working relationships with team members, managers & all departments. Prioritizes and responds promptly based on severity levels to needs of the customer. Proactively or timely recognizes opportunities for service recovery and acts to resolve issues.
• Consistently lives out the commitment to the HonorHealth tenets of service excellence as illustrated in daily interactions with staff, faculty, physicians, patients, their families and others outside of HonorHealth: Customer Centered, Service Focused, Quality Driven, Resource Wise, Growth Oriented Maintains a professional appearance for both themselves and their work environment.
• Completes IT Governance & IT project job assignments to ensure achievement of established project milestones.

Education:

• Information Technology, Business Administration, or a related discipline. - Preferred
• Information Technology, Business Administration, or a related discipline - Required

Experience:

• 3 years ITSM process management, coordination experience. - Required
• 4 years ITSM process management, coordination experience. - Preferred

Licenses and Certifications:

• ITIL Intermediate Certification, ITIL Expert Certification - Preferred