IT Service Delivery & Resource Analyst

Presbyterian Healthcare Services

49d • $67,101 - $102,461 • Onsite

About The Position

Build your Career. Make a Difference. Presbyterian is hiring a skilled IT Service Delivery & Resource Analyst. This position will provide a single point of contact for one or more IT Service Management process(es), responsible for planning and coordination of day-to-day activities required to carry out, monitor, and report on the process for which they are responsible. Provides the authority or ability to make changes in the process as required, and manage process(es) end-to-end so as to ensure optimal overall performance.

Requirements

• Bachelor s degree in related technical/business area plus 2 years of IT or business experience.
• 6 years of additional experience can be substituted in lieu of degree.
• Knowledge of process analysis principles

Nice To Haves

• Ability to design, implement, and monitor SLAs, OLAs, and service improvement plans in partnership with IT Service Owners using ITIL best practices.
• Familiar with reviewing IT contracts and measuring adherence to SLAs
• Assist in building reports within ServiceNow for measurement of SLAs for internal IT teams
• Skilled in translating technical language for Presbyterian business leaders, managing cross-functional expectations, and navigating IT resources.

Responsibilities

• This role is responsible for managing all process documentation and supporting all enhancements to the process.
• Works across the organization to identify, design, analyze, and develop processes in line with business and technology requirements.
• This position requires knowledge across multiple infrastructure platforms and processes.
• Partners with the Technical Subject Matter Experts to provide process requirements for building or modifying tools that support the process.
• Coordinates the design, development and maintenance of one or more of the processes and related procedures within the ITSM Lifecycle.
• Coordinates the planning and management of support for the processes and for the toolset supporting the processes
• Coordinates interfaces between ITSM processes and other service management processes
• Coordinates the monitoring of the effectiveness of the processes and makes recommendations for improvement.
• Coordinates the production of management information through the definition of CSFs and KPIs for the processes within area of responsibility

Benefits

• All benefits-eligible Presbyterian employees receive a comprehensive benefits package that includes medical, dental, vision, short-term and long-term disability, group term life insurance and other optional voluntary benefits.
• Presbyterian's Employee Wellness rewards program is designed to provide you with engaging opportunities to enhance your health and activate your well-being. Earn gift cards and more by taking an active role in our personal well-being by participating in wellness activities like wellness challenges, webinar, preventive screening and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees