DELTA DENTAL: Process Analyst

PURPOSE

Work within the constructs of the ITIL Framework to help Information Technology teams exceed service levels by means of process execution and governance

ESSENTIAL DUTIES & RESPONSIBILITIES

• Develop, analyze, and manage Application deployment and infrastructure maintenance plans.
• Identify dependencies, mitigate risks and scheduling conflicts.
• Supervise progress to implementation plan and design a backout strategy.
• Work cross-functionally to help facilitate applications and infrastructure changes to pre and production environments using deployment automation tools.
• Secure applications checkout resources and facilitate checkouts in controlled environments.
• Monitor/police environment changes and ensure stability and quality.
• Ensure Compliance with Enterprise Change Management Guidelines, provide guidance to IT Delivery Teams in establishing discipline around Build Delivery and Release process.
• Plan, communicate and coordinate database refresh activities for controlled environments
• Create and/or maintain process documentation/workflows, knowledge articles and self-service guidance for applicable IT Services
• Collect and document business requirements for policy and process improvement, including automation efforts
• Facilitate process workflow modeling to collaborate on process and policy improvements, automation capabilities and clearly defined end-to-end use cases
• Conduct maturity assessments against the policy/process activities to highlight areas of improvement or concerns
• Define, update, deploy and manage standards for multiple processes, to include identification of interdependencies between defined processes desired
• Establish and support controls and procedures to review, assess and prioritize these requirements for incorporation into tool and process designs.
• Extract reports and provide a high-level analysis of data for review in alignment with supporting ITSM-defined metrics
• Review information and trends to ensure the output of processes is achieving the desired results and the corresponding services are meeting agreed upon service levels.
• Provide key management reporting of and metrics as they pertain to defined goals and objects and their critical success factors.
• Identify and assess issues and risks and bring inconsistencies and problems to the attention of management
• Maintain a complete understanding of and adheres to all IT policies and processes
• Organize Advisory/Review Board and Council meetings, record meeting decisions, report out on meeting minutes and action items; follow through to completion of action items.
• Manage the communication plans within respective management functions
• Maintain an up-to-date Master Calendar for respective management functions