Service Delivery Analyst II - LHB

Luminare Health

20d•Remote

About The Position

At Luminare Health , our employees are the cornerstone of our business and the foundation to our success. We empower employees with curated development plans that foster growth and promote rewarding, fulfilling careers. Join HCSC and be part of a purpose-driven company that will invest in your professional development. Job Summary Provides IT support and leadership of service management and service delivery areas. Responsible for effective support and satisfactory outcomes of IT support delivery and ITSM process/services. Will drive and govern the enterprise incident, request and problem management programs. This position will be heavily involved in developing and governing both process execution and process improvements that address all phases of activities for documenting, classifying and managing work and problems efficiently and effectively. This position has moderate to minimal direction for day-to-day activities and requires the ability to plan, execute and lead moderate to complex issues and objectives independently. Works with partners and Other IT teams on quality initiatives, reporting, and governance. Develop and present data trends, dashboards and SLA’s. ‘’This job description is not intended to be all inclusive and the employee will also perform other reasonably related duties as assigned.’’ Please note: While this role is based remotely, candidates must live in one of the following states to be considered: IL, IN, IA, KS, MO, MT, NM, NC, OK, PA, TN, TX or WI.

Requirements

Bachelor’s Degree and/or 2 – 4 years of related experience OR High School Diploma or GED with 4-6 years of related experience.
Background in Incident and problem management processes; and service delivery support
Knowledge of IT standards, procedures, policies.
Must be an organized, self-starter and results oriented person.
Must be capable of adapting to change and help to drive change in the organization.
Experience working on projects and managing simple project efforts.
Demonstrated ability to collaborate with all levels of an organization
Ability to work with cross- functional teams and to influence both internally and externally
Strong verbal and written communication skills with the ability to influence differing and diverse audiences.
Ability to analyze data.
Can present and support problems and continuous improvement with supporting data

Nice To Haves

Experience working with and/or supporting IT Service Management Tools, preferably Service Now
Familiarity with HIPAA, COBIT, ITIL, CMMI and other process standards.
ITIL foundations certified with knowledge and understanding of ITIL best practices.
Process design, training and governance
Ability to develop and deliver presentations to Senior Leader levels

Responsibilities

Provides IT support and leadership of service management and service delivery areas.
Responsible for effective support and satisfactory outcomes of IT support delivery and ITSM process/services.
Will drive and govern the enterprise incident, request and problem management programs.
Developing and governing both process execution and process improvements that address all phases of activities for documenting, classifying and managing work and problems efficiently and effectively.
Works with partners and Other IT teams on quality initiatives, reporting, and governance.
Develop and present data trends, dashboards and SLA’s.