Lead Process Analyst - Asset Management

Cleveland Clinic•Cleveland, OH

38d•Remote

About The Position

Join the Cleveland Clinic team where you will work alongside passionate caregivers and provide patient-first healthcare. You will work alongside dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world. The Lead Process Analyst role is responsible for the governance, design, and continuous improvement of the SAM process, aligning with ITIL, COBIT, and NIST frameworks. This includes facilitating process activities, ensuring the process is being performed as planned, championing procedural participation and policy compliance, reporting effectiveness in key performance indicator (KPI) and metrics attainment, analyzing process improvement, and communicating on a thorough and consistent basis throughout the IT organization. A caregiver in this position works remotely out of Ohio, Florida, or Nevada, Monday-Friday 8:00AM-5:00PM (EST). A caregiver who excels in this role will:

Requirements

Bachelor's degree in Information Technology/Computer Science, Health Sciences, Healthcare Admin, or related field.
6 years of system implementation experience, including directing, planning, and scheduling a major information system project.
OR High School Diploma / GED or equivalent and 9 years of experience.
OR Associates degree and 7 years of experience.
For Information Technology Division caregivers, ITIL Foundations certification is required within 6 months of the position start date.
Must have effective communication skills (both written and verbal) and the ability to work independently.
Understands strategic business needs impacting on IT - Constantly look for opportunities to improve IT performance related to IT services and processes, ensuring metrics relevancy and accuracy.
Hands-on experience with ServiceNow SAM, including licensing models, normalization, entitlement reconciliation, and compliance tracking.
Proven experience managing or supporting ITSM processes within ServiceNow.
Strong analytical, communication (written and verbal), and organizational skills.
Demonstrated ability to translate business requirements into ServiceNow workflows and process improvements.
Experience with KPI reporting, dashboard creation, and trend analysis in ServiceNow.
Results driven with a continuous improvement mindset and practical problem-solving approach.
Skilled in stakeholder communication, negotiation, and cross-functional collaboration

Nice To Haves

ITIL Intermediate certification in Service Design (SD), Service Transition (ST), Service Operation (SO), or Continual Service Improvement (CSI).
ServiceNow certification in Hardware Asset Management (HAM), Software Asset Management (SAM), Configuration Management (CMDB), or Discovery
COBIT 2019 Foundation certification.
SAM certifications (e.g., CSAM, CITAM, CHAMP).
Experience with ServiceNow scripting/API integrations.
Familiarity with agile methodologies.
Ability to map business process for service management
Applicable certifications within healthcare and information technology. Examples (PMP, CPHIMS).

Responsibilities

Ensure that the day-to-day operational execution of the process is supported and performed within the defined approach.
Work with the process owner to plan and coordinate all process activities, include regular process reviews improvements
Ensure that all activities are carried out as required throughout the service lifecycle consistently across different IT teams
Act as policy guardian for the process, including responsibility for tracking standards adherence
Chair the Software Advisory Board (SAB), aligning software strategy with enterprise goals across IT, Security, Finance, and business units.
Define and enforce enterprise-wide policies for software procurement, usage, and retirement.
Develop and report on KPIs (e.g., license compliance, cost savings) and KRIs (e.g., audit exposure, EOL software).
Lead end-to-end software lifecycle management within ServiceNow (request, approval, procurement, deployment, monitoring, reclamation, retirement).
Ensure seamless integration with ITSM processes:
CMDB: Maintain software relationships to hardware, users, and services.
Service Catalog: Manage software request workflows and approved applications.
Change Enablement: Evaluate impacts of software changes.
Oversee license and entitlement management for complex models (Microsoft, Oracle, IBM, Adobe, SaaS).
Drive automation and workflow optimization using ServiceNow SAM Pro.
Identify opportunities for license harvesting, application rationalization, and cost avoidance.
Collaborate with Finance and Procurement on budget forecasting, renewals, and chargeback/showback models.
Lead internal true-ups and coordinate external vendor audits, minimizing financial and legal exposure.
Maintain the SAM risk register, addressing license non-compliance, shadow IT, and EOL vulnerabilities.
Ensure audit readiness and support remediation efforts aligned with NIST, ISO 27001, and other frameworks.
Manage the Non-Standard Software Request (NSSR) process, evaluating business needs, security risk, and financial impact.
Escalate any issues or concerns to the Process Owner along with options and recommended courses of action
Recommend people for required roles and monitors resource alignment across the organization for issues / opportunities (e.g., process coordinators or practitioners within teams, etc.)
Maintain and revises procedures, forms, quick reference guides and other supporting process materials as appropriate
Identify improvement opportunities for inclusion in the CSI register and works with the CSI manager and process owner to review and prioritize improvements.
Implement approved modifications and improvements to the process.
Communicate objectives and concepts internally and externally.
Participate in process design, implementation planning and resource requirements to run the IT process functions and team.
Ensure consistency with best practice frameworks (e.g., ITIL v3, ISO/IEC 20000, COBIT, etc.).
Liaises with other process managers to establish integration and collaboration (such as incident, problem, request and change management).
Lead the regular review of the process, roles, responsibilities and documentation.
Communicate updates/changes in process policies, standards, processes and procedures to all necessary organizations, executing process activities/tasks.
Ensure that process metrics and KPI reports are produced and reviewed by the appropriate stakeholders.
Arrange/facilitate appropriate process management team meetings.
Act as a focal point for complaints and suggestions.
Proactively monitors trends and leading indicators that the process could need intervention before KPIs are impacted.
Provide training on the process and maintain training materials.
Maintain and manages the roster of any process coordinators or practitioners (or other operational roles) that have designated roles for executing the process.
Coordinate directly with ITSM tool team to ensure process automation and tool implementation is working and aligned for planned improvements.
Manage process compliance with audit requirements by tracking and monitoring identified compliance artifacts, control objectives and active audit review activities.
Solicit opportunities for process enhancements from process participants.