Service Delivery Analyst

UT Southwestern Medical Center • Dallas, TX

3d

About The Position

Provides technical or operational support of information systems for client community and aides in development of systems capabilities in light of user needs. Coordinates and develops more efficient operational processing controls and functional enhancements. The Service Delivery Analyst provides analytical, coordination, and operational support for IT Service Management (ITSM) practices and broader IT Service Delivery initiatives. This role supports ITSM governance, reporting, continual improvement, customer experience, and ServiceNow initiatives, with a focus on Knowledge, Incident, Problem, Customer Satisfaction, and reporting. The position also manages Software Core licensing activities, including distribution, utilization tracking, cost recovery, and renewals.

Requirements

• Bachelor's Degree in business administration, computer science, information systems, or related field.
• 3 years progressively responsible business systems and/or Information Technology project experience, with exposure to systems or project development and testing, installation, and training.
• Applicants without the stated degree, but with significant additional Information Technology systems and project experience, may be considered.

Responsibilities

• Collects and interprets specifications required to develop new, and revise existing, software applications.
• Assists managers with development and implementation of operational plans for new and existing business applications, including preparation of user specifications.
• Coordinates testing of new applications and changes to existing applications to ensure integrity and quality of data while providing and/or assisting in training of system users.
• Compiles complete, concise, and comprehensive policies and operation procedures to assist in communicating Information Resources issues to applicable management staff.
• Assists in development of new administrative procedures required, utilizing new functionality resulting from system changes.
• Assists in developing and implementing business Information Resources strategies to improve operational processing and productivity.
• Responsible for monitoring development of specifications and establishing priorities for accomplishing design and testing of various projects.
• Reviews, develops, recommends, and implements activities related to assigned activity, program, or function.
• Maintains and tracks accounts assigned to projects or programs.
• Performs other duties as assigned.

Benefits

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100%25 coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level