IT Service Optimization Analyst

Sanford Health•Sioux Falls, WI

17h•Remote

About The Position

The IT Service Optimization Analyst will work on the Technology Solutions Continuous Improvement & Automation team and partners closely with technology solution teams, platform teams, and operational leaders to improve how work is performed across IT service operations. Work is performed within an IT enterprise service delivery context, aligning process improvements to ITSM principles and service practices. The role focuses on reducing unnecessary manual effort, increasing efficiency, and ensuring improvements are sustained over time while enhancing service quality, reliability, and overall user experience. This role improves IT service operations by redesigning and implementing better ways of working. The role is part of the Technology Solutions Enterprise Availability and Support Services – Continuous Improvement & Automation (CI&A) team and focuses on advancing enterprise technology service delivery through process optimization, automation, and workflow redesign.

Requirements

Bachelor’s degree in business, Operations, Information Systems, Industrial Engineering, or a related field required. In lieu of education, leadership may except equivalent work experience.
Minimum of three years’ experience in process improvement, service optimization, operational analysis, or continuous improvement roles.

Nice To Haves

Familiarity with ServiceNow, Contact Center solutions: e.g.Cisco Webex Contact Center beneficial
Lean, Six Sigma, or other continuous improvement training or certification preferred.

Responsibilities

Leading and supporting continuous process improvement efforts, applying structured methodologies to assess, redesign, and optimize service workflows
Designing, implementing, and sustaining workflow, automation, and self-service solutions to improve efficiency, consistency, and scalability
Leveraging low-code/no-code and enterprise automation tools to deliver practical, scalable solutions without full dependency on development teams
Translating process improvement opportunities into implemented solutions, including workflows, automation rules, and platform-based configurations within approved tools
Identifying opportunities to eliminate manual effort, reduce cycle time, and improve service quality through standardization and automation
Partnering with cross-functional teams (platform, infrastructure, service desk, and business teams) to deliver and scale improvements
Applying continuous improvement principles (Lean, Six Sigma, or similar frameworks) to drive measurable outcomes
Supporting data-driven and automation-enabled initiatives to enhance service performance and operational effectiveness
Documenting processes, solutions, and outcomes to enable sustainment and knowledge sharing
Analyze operational workloads across support, administration, release, and project activities to understand how work is currently performed across Technology Services and enterprise platforms.
Review intake paths, approval steps, handoffs, and sequencing of work to identify inefficiencies, bottlenecks, redundancy, or unnecessary manual effort.
Identify outcomes currently achieved through repetitive, manual, or workaround processes and assess opportunities for improvement.
Determine where human involvement is required and where effort can be reduced or eliminated through automation, self service, or alternative execution models.
Design and redesign workflows to achieve required outcomes more efficiently, leveraging automation, standardization, and simplified process models.
Eliminate redundant approval steps, intake paths, manual checks, and parallel processes that add time or complexity without value.
Pilot redesigned processes and workflows, evaluate results, and refine solutions prior to broader implementation.
Partner with technical, automation, and platform teams to define and support automation, self service, or system enabled solutions.
Develop clear, data driven recommendations that enable leadership decisions regarding continuation, scaling, or redesign of existing work patterns.
Establish and maintain a prioritized backlog of process and workflow improvement opportunities based on operational impact, risk, and value.
Monitor redesigned processes to ensure improvements are sustained and that legacy manual practices do not re-emerge.
Support continuous improvement efforts by measuring outcomes using defined KPIs and performance indicators.