Health First

Job Requirements

POSITION SUMMARY

The IT Service Management Analyst III combines team leadership with principal engineering responsibilities for the Information Technology (IT) Service Management (ITSM) tool. The IT Service Management Analyst III will support in leading and coaching a team of ITSM analysts, ensuring the efficient delivery of IT services, and acting as a subject matter expert in Information Technology Infrastructure Library (ITIL). The IT Service Management Analyst III provides oversight for all ITSM processes, driving continual service improvement, and ensuring alignment with organizational goals.

PRIMARY ACCOUNTABILITES

1. Supports in leading and coaching a team of ITSM analysts, providing guidance, and support, acting as the first point of escalation for analysts regarding any issues before high levels of escalation and is a trainer, mentor, and team leader.
2. Assists leadership in creating and guiding IT’s Service Management vision, learning best practices through research and designing and implementing them into tangible workflows, toolkits, and features.
3. Functions as the Principal Engineer for the ITSM tool, overseeing its configuration, customization, and integration with other systems using REST APIs. Leads initiatives to configure new features and designs and must be proficient in JavaScript and HTML coding languages.
4. Implements and manages ITIL based service management processes, including Incident Management, Problem Management, Change Management, and Service Level Management.
5. Designs and Builds out Key Performance Indicators (KPIs) based on best practices (Gartner, ITIL, HDI etc.) in addition to Integrated Delivery Network (IDN) Service Level Agreements (SLAs) to measure service performance which include Mean Time To Resolve (MTTR) target metrics.
6. Creates and leads cross-functional teams with other IT Departments and key stakeholders to ensure seamless service delivery and adherence to SLAs.
7. Progresses and maintains documentation for IT Service Management (ITSM) processes and procedures.
8. Works with leadership to Identify training gaps for IT Associates as it relates to IT Service Management and works to design and build training programs to fill these gaps.
9. Develops process and procedures that facilitate 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.
10. 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.
11. Performs 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.
12. Partners 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.

Work Experience

MINIMUM QUALIFICATIONS

• Education: Bachelor’s degree in Computer Science, Healthcare Administration, or relevant field.
• Work Experience: Five (5) years’ experience in Information Technology.
• Licensure: None
• Certification:
  1. Information Technology Infrastructure Library (ITIL) Foundations prior to start date and maintained.
  2. LEAN Six Sigma – Yellow Belt certification prior to start date and maintained.
• Skills/Knowledge/Abilities:
  1. Proficient with Microsoft Office – Outlook, Word, Excel, PowerPoint, etc.
  2. Ability to analyze data and generate reports to identify trends and areas for improvement.
  3. Understanding of network infrastructure, server management, and cloud services.
  4. Clear and effective communication skills are crucial for interacting with stakeholders, writing reports, and documenting processes.
  5. Strong analytical skills to diagnose issues, identify root causes, and implement effective solutions.
  6. Skills focusing on providing excellent service to internal and external customers, ensuring their needs are met promptly and efficiently.
  7. Ability to work well in a team environment, collaborating with colleagues from various departments.
  8. Flexibility to adapt to changing technologies, processes, and business needs.
  9. Ability to efficiently managing time and prioritizing tasks to meet deadlines and SLAs.
  10. Able to ensuring accuracy in documentation, reporting, and process execution.

PREFFERED QUALIFICATIONS

• Education: Master’s degree in Computer Science, Healthcare Administration (MHA), or relevant field.
• Work Experience: Ten (10) years’ experience in Information Technology.
• Skills/Knowledge/Abilities:
  1. Proficiency in tools like Ivanti Service Manager, ServiceNow, BMC Remedy, or HP Service Manager for incident, problem, and change management.
  2. 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.

Benefits

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.

Schedule : Full-Time