ITSM Analyst

Responsibilities

The ITSM Analyst is responsible for day-to-day execution and governance activities for one or more assigned processes or practices under the ITIL (IT Infrastructure Library) best practice framework. Duties include: plan and coordinate process activities; monitor process activities to ensure they are performed per policy and process guidelines; report on process performance; maintain process documentation and training materials; conduct training for IT staff on process activities and tools; and conduct continual improvement activities for the process.

This role may serve in an On-Call rotation (including nights, weekends, and holidays) as needed to support IT operations.

Impact of this role in the organization: this helps Wellstar provide the highest level of IT service and application performance and availability

Qualifications

Required Minimum Education:

• Bachelor's Degree in computer science or related field Preferred or
• Four years equivalent work experience in lieu of education will be considered.

Required Minimum Experience:

• Minimum 3 years Experience working in IT Service Management role such as Business Process Analyst, IT Process Improvement Analyst, ITIL Analyst, ITIL Process Lead, IT Service Desk Agent, or IT Governance and Compliance role; experience must demonstrate a strong understanding of the ITIL IT Service Management framework. Required
• Minimum 2 years Experience as a process user of enterprise class ITSM tool set.  Required
• ServiceNow experience. Preferred
• Minimum 1 year Experience working for a an organization in the health care industry. Preferred

Required Minimum Skills:

• Ability to communicate effectively with technical and non-technical staff, both in writing and as a speaker.
• Ability to conduct business meetings in person and online. 
• Ability to create professional quality documents using MS Office applications. 
• Ability to use MS Excel to analyze and interpret data from repositories such as ServiceNow to prepare charts, graphs, and other data visualization and other reports, Ability to recognize trends and identify issues from data analysis and ability to formulate recommendations to address issues. 
• Ability to prioritize work and escalate when appropriate.
• Strong interpersonal and customer service skills. Must have the ability to operate in a dynamic environment and to adapt to changing priorities. 
• Ability to act with tact and professionalism.

Required Minimum License(s) and Certification(s):

• ITIL Foundation certification (V3 or V4), Upon Hire Required

Remote Eligible