The Senior IT Service Management Analyst role requires an in-depth understanding of several IT systems to include; software, hardware, databases, data/voice networks, as well as the operational processes/methodologies used to manage them. This position will also be responsible for possessing consulting, coaching, technical, analytical, communication, and procedural skills to act as a liaison between IT Operation teams, various IT Engineering teams, and our stakeholders. The Sr. IT Service Management Analyst must have the ability to manage the most complex IT Operational related projects, vendor relationships, and various other tasks while contributing as a subject matter expert for operational excellence, continually working to improve the capability of IT Operations, IT Engineering teams, and our stakeholders. Provides support for the IT Operations team members with a focus on continuously improving the functionality and operational processes of the IT Operations organization.
Essential Responsibilities:Take a senior role in maintaining and creating solid business processes to ensure system stability and functionality for various IT related infrastructures. Acts as the operational liaison between IT Operations and Kaiser Foundation Health Plan of Washington stakeholders. Ensures that operational business processes meet all governmental regulatory requirements. Strives to meet or exceed internal and external customer requirements and objectives on a timely basis. Maintain vendor relationships to ensure that we are able to meet the engineering/operational requirement for our stakeholders. Performs periodic functional and system reviews to ensure the various IT-related systems meet all business and IT requirements. Works closely with other Service Management Analysts in a mentoring role. Has the ability to learn, grow, and master a variety of IT-related technologies and methodologies. Mentors junior Service Management Analysts to build core strengths. Develops, documents, and works with various teams to integrate common testing philosophies among the different IT Operations and Engineering teams. Coordinates integration testing with other Service Management Analysts as required by updates to IT-related systems and helps to evaluate results. Works with the IT Operations/Engineering teams to document and maintain all issues and defects related to IT systems and processes. Continually improve IT Operational/Engineering processes based on facts learned from the defects. Works with various Service Management Analysts and Engineers to develop integrated test plans and test scripts for IT system upgrades and performs testing as needed. Takes a senior role in the development of training materials and process documentation, which requires strong technical writing abilities. May be required to deliver training material to IT groups and stakeholders. Provides ongoing customer support during the operational onboarding process. Maintains and updates documentation of current processes and systems methodologies. Ensures that documentation standards and training protocols are followed for multiple IT-related infrastructures and processes. Develops reporting solutions for users using applicable tools. Works with dedicated report developers and provides data requirements for complicated report requests. Participates in projects related to all IT areas. This includes system analysis, configuration, and testing. Is a subject matter expert on operational related project teams. Utilizing project management knowledge, skills, tools and methodologies, provides project management leadership for IT projects. Reviews systems and processes in order to identify opportunities to implement best practices. Makes recommendations to management on best practice opportunities for improvement of the system and related processes. Provides technical and process expertise for the implementation of increased system functionality.
ExperienceMinimum five (5) years of experience as an analyst in information systems or other applicable business unit.
EducationBachelor's degree OR a minimum four (4) years of experience in a directly related field.High School Diploma OR General Education Development (GED) is required.
License, Certification, RegistrationIIBA certification by date of hire/transfer.ITIL Foundations certification by date of hire/transfer.ITIL Practitioner (v2) or Intermediate Level (v3) certification (Service Strategy; Service Design; Service Transition; Service operation; Continual Service Improvement; Service Offerings and Agreements; Release, Control and Validation; Operational Support and Analysis; Planning, Protection and Optimization) by date of hire/transfer.
Additional Requirements:Excellent project management and leadership skills with knowledge of a project management methodology, such as PMI; Ability to lead others through complex situations.Good fundamental IT system and functional understanding across the entire IT operations footprint.Strong interpersonal, technical writing, and verbal communication skills; Strong customer focus and understanding of business requirements.Ability to work on a team.Strong technical writing ability with proven results.IT system and functional understanding across related infrastructure and methodologies. Demonstrated technical understanding in IT operations.Ability to successfully collaborate across multiple teams, departments, and levels of management.Ability to conceptualize, analyze and step through data flows annd operational processes.
Preferred Qualifications:Six (6) years of healthcare-related experience in information technology preferred.Bachelor's degree in information technology, business administration, business process analysis or related field.