Analyst I, Customer Experience Process (IT)

DaVita Kidney Care

2d • Onsite

About The Position

An Analyst of Customer Experience Process has a foundational understanding of all processes governed by CX Process Management, with a strong focus on ITSM practices within the ServiceNow platform. The Analyst can explain processes and their value, is a champion of services provided by the team, and is an advocate for the customer experience. This particular position will focus on supporting the HRSD module of ServiceNow. The Analyst performs regular assignments such as data analysis, responding to/actioning customer feedback, supporting system updates, and identifying opportunities for improvement to internal processes and/or workflows using our support tools. The Analyst also assists with ongoing projects under the guidance and supervision of Process Management leadership or Senior Analyst.

Requirements

• High school diploma, GED, Associate’s degree, or relevant related experience
• 1-3 years of demonstrated IT and/or analytical experience
• Familiarity with ServiceNow ITSM platform
• Skill with Microsoft 365 Suite
• Fluent in the written and verbal skills necessary to successfully perform the essential functions, duties, and responsibilities of the position.

Nice To Haves

• ITIL Foundations Certification
• Lean Six Sigma White Belt

Responsibilities

• Completes operational oversight & governance work via Process audits across supported ITSM practices (Knowledge, Incident, Catalog/Request, Problem)
• Drives process improvement by liaising with customers to troubleshoot and refine ServiceNow workflows, with the aim to improve efficiency and the user experience
• Performs analysis and translates data into compelling narratives to assist product owners and team managers in understanding their product/team’s impact to the greater support landscape
• Leverages available resources, including AI tools, to produce ad-hoc deliverables quickly and competently to support process governance and analysis
• Communicates effectively across different audiences and multiple mediums
• Develops skills in meeting facilitation by leading discussions on Process activities (e.g., Process syncs) with support from leadership and/or senior teammates
• Participates in rotation with peers to deliver relevant training & documentation to Process stakeholders
• Other Duties as Assigned

Benefits

• Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees