IT Process Analyst III - Change Mgmt Team

Cleveland Clinic

2d • Remote

About The Position

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day. We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One. An IT Process Analyst III is passionate about driving operational excellence and continuous improvement across the IT organization and key business areas. In this role, you will, with minimal direction from leadership, help define and manage one or more ITIL process areas—such as Incident Management, Service Level Management, Change Management, Configuration Management, or other IT enterprise processes—based on industry best practices and globally accepted standards, including ITIL, ITSM, ISO 27001, COBIT, and Lean Six Sigma. The Change Management team ensures all changes are safe to proceed, including support for the Epic Data Courier application. In this capacity, you will become a Data Courier Administrator, eventually obtaining Epic certification, assisting caregivers with system changes, troubleshooting issues, and reviewing related processes to ensure efficiency and compliance. A caregiver in this role works remotely in Ohio from 8:00 a.m. – 5:00 p.m. This position is 100% remote, with the exception of an occasional on-site meeting, typically once per year. A caregiver who excels in this role will: Define current state processes in areas where process is vague, weak, or undocumented. Document future state processes, or next iterations of current processes such as Incident Management, Problem Management, Service Asset and Configuration Management, Change Management, Knowledge Management, Project and Portfolio management, Test Management, Facilities Management, HR Management and Request Fulfillment. Define and document design requirements to support all process implementations using Agile Scrum SDLC and/or Waterfall methodologies. Champion organizational change and adoption of service management best practices by providing coaching and training until processes become engrained into the culture. Provide guidance and input to stakeholders, leaders, developers and quality assurance testers throughout the ITSM program. Act independently to review operational processes with other key IT and business entities and work closely with IT to efficiently operationalize key processes. Conduct research, develop, and recommend solutions to integrate people, processes, and technology to improved IT process principles.

Requirements

• Bachelor's degree in Information Technology/Computer Science or related field and five years of experience in information technology dealing with applications development and support, or end user training, or equivalent experience in an operational or financial role utilizing the systems or data generated by the systems supported by this position OR High School Diploma/GED or equivalent and more than five years of experience
• Strong team player with high customer service orientation
• Excellent process documentation skills including advanced use of Visio and/or Microsoft Office to document workflows
• Strong knowledge of IT operations
• Strong presentation and written communication skills
• Epic Build experience
• For Information Technology Division caregivers, ITIL Foundations certification is required within 6 months of position start date

Nice To Haves

• Intermediate certification in process specific disciplines

Responsibilities

• Define current state processes in areas where process is vague, weak, or undocumented.
• Document future state processes, or next iterations of current processes such as Incident Management, Problem Management, Service Asset and Configuration Management, Change Management, Knowledge Management, Project and Portfolio management, Test Management, Facilities Management, HR Management and Request Fulfillment.
• Define and document design requirements to support all process implementations using Agile Scrum SDLC and/or Waterfall methodologies.
• Champion organizational change and adoption of service management best practices by providing coaching and training until processes become engrained into the culture.
• Provide guidance and input to stakeholders, leaders, developers and quality assurance testers throughout the ITSM program.
• Act independently to review operational processes with other key IT and business entities and work closely with IT to efficiently operationalize key processes.
• Conduct research, develop, and recommend solutions to integrate people, processes, and technology to improved IT process principles.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level