IT-Prin Systems Mgmt Analyst/29/TEC158 Description The Prin. ITSM Analyst works in close partnership with IT and business stakeholders and the Service Delivery team to drive operational excellence and continual improvement. The purpose of the role is to evaluate and make improvements to ITSM practices, ensuring operational efficiency in alignment with business requirements. The Prin. ITSM Analyst will design processes, create documentation, conduct routine analysis, communicate with stakeholders, and drive continuous improvement. It is a strategic, innovative role focused on achieving organizational goals to govern the performance of assigned ITSM practices and supports a high level of user performance and satisfaction.
PRIMARY RESPONSIBILITIES Define the purpose, objective, scope, and principles of one or more ITSM processes, ensuring all aspects are fit for purpose and use. Enforce, monitor, report on, and improve organizational compliance with governing policies and processes. Govern the process maturity roadmap in alignment with ITIL/ITSM best practices, organizational policies, regulatory requirements, and business need. Build and leverage strong relationships to achieve shared objectives, influence others to act, and gain insights into customer and business pain points, challenges, and requirements. Serve as an enterprise level ITSM Process Subject Matter Expert (SME) around effective use and management of process to support patient care Assist other IT Service Management teams when necessary to support resource capacity and IT service delivery.
JOB DUTIES Design, sponsor, and champion processes requirements and improvements across the Enterprise. Accountable for day-to-day process management activities, ensuring appropriate resources are engaged and communication provided to all levels of the organization. Regularly review and update policies, processes, and procedures to align with business needs, ensuring all revisions are communicated and deployed, including requisite training of all impacted parties and stakeholders. Function as the primary point of escalation for day-to-day process operations as needed. Regularly review SLA targets, backlog, and current KPIs with the Service Delivery Managers (SDM) and IT leaders Define CSFs/KPIs to evaluate the effectiveness and efficiency of the process, review metrics, and initiate actions required based on data analysis. Create and maintain process performance dashboards and report on status, challenges, and opportunities to IT Leadership. Audit records for process compliance and initiate actions for improvement. Monitor and review the execution of the assigned process at a high-level, ensuring it remains consistent with the organization s current culture and IT Service Management strategy Initiate process improvement opportunities based on ITIL/ITSM best practices and conduct current state analysis to gather business requirements and constraints. Drive process requirement conversations with stakeholders to mature process workflows. Gather, analyze, and translate business requirements into documentation and conceptual ITSM platform design and development. Document ITSM platform enhancement requirements, participate in module design, UAT testing, and conduct user training. Ensure efficient and effective integration between assigned process and related ITSM process areas. Support an environment that encourages information sharing, team-based resolutions, cross-training, and effective problem resolution. Effectively communicate across company and department boundaries at all levels. Maintain awareness of best practices principles and approaches to process quality and effectiveness. Support strategic goals, includin