Senior ITSM Analyst

Kaiser Permanente • Pleasanton, CA

241d

About The Position

This individual contributor is primarily responsible for managing ITSM process implementation, measuring and reporting on risk matters within IT, and testing and maintaining contingency procedures.

Requirements

• Minimum two (2) years in a leadership role working with process or service teams.
• Bachelor's Degree in CIS, Business Administration, or related field.
• Minimum six (6) years IT experience, including Minimum two (2) years implementing or supporting ITSM processes or services.
• Additional equivalent work experience may be substituted for the degree requirement.

Responsibilities

• Completes work assignments and supports business-specific projects by applying expertise in subject area.
• Supports the development of work plans to meet business priorities and deadlines.
• Ensures team follows all procedures and policies.
• Coordinates and assigns resources to accomplish priorities and deadlines.
• Collaborates cross-functionally to make effective business decisions.
• Solves complex problems and escalates high priority issues or risks, as appropriate.
• Recognizes and capitalizes on improvement opportunities.
• Practices self-development and promotes learning in others.
• Proactively provides information, resources, advice, and expertise with coworkers and customers.
• Builds relationships with cross-functional stakeholders and influences others through technical explanations and examples.
• Adapts to competing demands and new responsibilities.
• Listens and responds to, seeks, and addresses performance feedback.
• Provides feedback to others and managers.
• Creates and executes plans to capitalize on strengths and develop weaknesses.
• Supports team collaboration and adapts to and learns from change, difficulties, and feedback.
• Guides and supports ITSM process and/or service implementation for designated ITSM initiatives.
• Documents process and/or service requirements and acceptance criteria from process owners and key stakeholders.
• Assists in the preparation of release notes, training materials, and documentation in appropriate repositories.
• Collaborates with IT functions to develop and implement performance metrics and measurement tools.
• Guides and supports ITSM process and/or service improvement efforts for designated initiatives.
• Cultivates strong collaborative working relationships with cross-functional teams on process improvement projects.
• Evaluates business needs, organizational characteristics, and industry best-practices to identify gaps or deficiencies.
• Participates in the development, documentation, maintenance, and auditing of ITSM processes and procedures.
• Identifies, evaluates, and recommends process and/or service improvements and third-party tools for implementation.
• Collaborates with cross-functional stakeholders to support alignment, synergy, and application of standardized processes and procedures.
• Provides support and training to users as needed to ensure proper process and/or service execution.
• Analyzes and validates process and/or performance metrics against success criteria.
• Provides recommendations to process and/or service owners for mitigating performance deficiencies.
• Investigates performance deviations to drive adherence with defined ITSM policies and procedures.
• Advocates compliance with ITSM policies and procedures across the enterprise.
• Assists with negotiation of statements of work (SOWs) with service providers.

What This Job Offers

• Industry: Ambulatory Health Care Services
• Education Level: Bachelor's degree