What are the responsibilities and job description for the ITSM Process Analyst position at Reid Health?
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Our values of Excellence, Empathy, Integrity and Accountability are essential to exceed our customers’ expectations. At Reid, we look for individuals who believe in our core values and demonstrate a genuine desire to make a positive impact to those we serve. We take pride in employing people who show up every day with a commitment to these values along with our mission and vision. We are one team working toward a common goal of providing outstanding customer care and service to our communities. If you have a calling to serve and are looking for meaningful and purposeful work, Reid Health is the place for you.
To lead our communities to well-being, one person at a time. It is not just what we do – it is who we are.
Overview of Responsibilities:
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The ITSM Process Analyst is responsible for the execution of ITSM processes in accordance with Reid’s’ Incident, Problem, Change and Release Management process guidelines. The Analyst ensures that standardized methods and procedures are used for efficient and prompt handling of all production ITSM activities to maximize service quality and delivery. The individual will work closely with key business partners to guide and assist them on processes, while improving the ITSM policies and procedures in partnership with the ITSM Oversight team.
Our values of Excellence, Empathy, Integrity and Accountability are essential to exceed our customers’ expectations. At Reid, we look for individuals who believe in our core values and demonstrate a genuine desire to make a positive impact to those we serve. We take pride in employing people who show up every day with a commitment to these values along with our mission and vision. We are one team working toward a common goal of providing outstanding customer care and service to our communities. If you have a calling to serve and are looking for meaningful and purposeful work, Reid Health is the place for you.
To lead our communities to well-being, one person at a time. It is not just what we do – it is who we are.
- Work with Service Owners and Service Process Managers to implement Service Catalogs, Service Offerings, Service Management workflows, Configuration Item databases, Configuration Management processes, and other related Information Technology Infrastructure Library (ITIL) management practices and processes using IT Service Management systems.
- Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process.
- Responsible for communicating with the Incident Process Owner.
- Point of contact for all major Incidents.
- Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
- Represent the first stage of escalation for incidents.
- Monitor the incidents to ensure that the Service Level Agreement is respected.
- Identify, initiate, schedule and conduct incident reviews.
- Ensure the closure of all resolved and end-user confirmed incident records.
- Provide guidance to the Incident Process Coordinators.
- Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
- Maintain up-to-date knowledge of ITIL including awareness of new or revised ITIL processes.
- Ensure any relevant ITSM assets are accurately maintained to support the ITSM processes (e.g., CMDB for configuration & asset management).
- Support development and refinement of an effective knowledge management system (for own team, relevant IT teams, and suppliers).
- Ensuring that all ITSM activities are conducted in line with established policies (e.g. information security, risk).
- Support continuous improvement through the creation and management of a Continuous Service Improvement Plan for the ITSM.
- Build positive, open and constructive relationships with key stakeholders, working in partnership to ensure service delivery meets current and future business needs, managing customer expectations as necessary.
- Performs other assignments as specified by the IT Operations Manager.
Qualifications
- Able to clearly articulate understanding of Problem, Change and Event Management processes.
- Ability to build and lead a cohesive geographically dispersed team.
- Ticket management and major incident management at an enterprise scale.
- Process improvement and performance optimization experience.
- Executive presence and demonstrated experience in leadership, coaching, empowering, and recognizing others.
- Proven aptitude for strategic decision making planning, vision, and governance for customer experience and IT support operations.
- Exceptional collaborator with ability to influence.
- Proven ability to professionally communicate clearly and effectively both verbally and in writing to technical and non-technical audiences.
- Proven ability to organize multiple priorities and manage projects and team to achieve deliverables that meet or exceed agreements and expectations.
- Sound judgment and conflict resolution skills.
- Ability to act quickly, pragmatically and assertively under process to prioritize and resolve technical issues.
Education/Experience Required/Preferred:
- Bachelor’s Degree in Computer Science or related experience required. 2.
- Five to 10 years of IT experience preferred.
- Service Now Experience is required.
- At least five years of demonstrated ITSM Experience is required.
- Proven ability to build relationships and influence individuals at all levels of the organization required.
- ITIL familiarity and foundational knowledge (ITIL v3 Foundation certification) required.
- Understanding of the process being managed required.
- Proven ability to build and manage relationships in a matrixed environment required.
- Strong organizational skills: ability to manage multiple projects with competing demands for resources required.
- Strong analytical, multitasking and prioritization skills required.
Unexpected Perks - Daycare, Doordash, SmartDollar, Daily Pay, therapy dogs, massages, Forbes ated Best Places to Work 2022
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Other Information:
EEO Statement: Reid Health is an Equal Opportunity Employer
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Reid Health does not accept unsolicited assistance from search firms for employment opportunities. Please do not call or email. All resumes submitted by search firms to any employee or other representative at Reid Health via email, the internet or in any form and/or method without a vaild written search agreement in place and approved by HR will result in no fee being paid in the event the candidate is hired by Reid Health.
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