Service Management Process Analyst

Public Health Solutions • New York, NY

1d • Hybrid

About The Position

We are seeking a dedicated and analytical Service Management Process Analyst to join our team. This role is pivotal in ensuring the delivery of high-quality services by assessing, monitoring, and optimizing the performance of our service offerings. The Service Management Process Analyst will work closely with various teams to gather and analyze data, identify trends, and provide insights to enhance service quality and customer satisfaction. As part of this mission, the analyst will also collaborate with teams to review current processes, identify areas for enhancement, and collect requirements for optimization plans. In the initial phase, our focus is on revitalizing our inventory management, service ticketing system and service catalog.

Requirements

• Proven experience in process analysis and requirements gathering, particularly in an operational management context.
• Proficient in Microsoft Office Suite, with a strong command of Excel, Word, and Visio.
• Ability to analyze and query data using SQL and/or Python is a plus.
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.
• Good organizational and planning skills, out-of-the-box thinking, customer-oriented mindset.
• Excellent communication – both verbal and written, and interpersonal skills to work with diverse teams and stakeholders.
• Familiarity with IT service management tools and methodologies is advantageous.

Responsibilities

• Collaborate with relevant teams to gather data related to IT service performance, including operational metrics and customer feedback.
• Continuously monitor and analyze service performance data to identify trends, anomalies, and areas for improvement.
• Conduct in-depth analysis of service performance data, generate reports, and provide actionable insights to management and teams.
• Develop and maintain IT service metrics to provide real-time visibility into service quality.
• Work with teams to gather requirements, identify improvement areas, and document the workflows.
• Maintain comprehensive documentation to provide clear and thorough guidance for the IT processes.
• Analyze customer feedback to assess service quality and identify areas for improvement.
• Take the lead in reaching out to customers, when needed, for clarification of their feedback and issue resolution.
• Collaborate with cross-functional teams to ensure the alignment of service performance with business objectives.

Benefits

• Hybrid Work Schedule.
• Generous Paid Time Off and Holidays.
• An attractive and comprehensive benefits package including Medical, Dental and Vision.
• Flexible Spending Accounts and Commuter Benefits.
• Company Paid Life Insurance and Disability Coverage.
• 403 (b) + employer matching and discretionary company contributions.
• College Savings Plan.
• Ongoing training and continuous opportunities for professional growth and development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed