Service Delivery Analyst, Associate

Service Delivery Analyst, Associate

The expected pay range is based on many factors such as geography, experience, education, and the market. The range is subject to change.

This is a remote position. Must reside in California.

What You Will Be Doing

Under direct supervision, the Service Delivery Analyst, Associate, supports the administration of IT service requests and assists with basic project intake activities. This role works closely with IT management and project staff to help ensure service requests are routed appropriately, documentation is maintained, and project activities are tracked according to established processes.

Essential Functions

• Review and route incoming service requests following established procedures.
• Support adherence to new project request processes by assisting with documentation and tracking.
• Update project status information in the IT project portfolio management tool as directed.
• Assist in monitoring basic project risks, issues, and action items.
• Participate in project meetings by preparing materials, taking notes, and updating follow up items.
• Provide support for Agile ceremonies and project planning tasks under guidance from senior staff.
• Assist in maintaining project documentation, templates, and performance tracking tools.
• Perform data entry, documentation updates, and record maintenance in accordance with organizational standards.

Non-Essential Functions

• Coverage of Project Manager or Scrum Master duties under supervision as needed.

What You Bring

Knowledge, Skills, Abilities and Competencies

Required

• Awareness of Agile and Scrum methodologies.
• General knowledge of IT governance and compliance expectations.
• Basic understanding of project management concepts (tasks, timelines, risks).
• Familiarity with healthcare IT environments and regulatory considerations (e.g., HIPAA).
• Effective communication skills to interact with team members and business users.
• Analytical and problem-solving skills appropriate for entry level issue identification.
• Proficiency with Microsoft Office Suite and the ability to learn Azure DevOps or similar tools.
• Strong organizational abilities and attention to detail.
• Ability to manage routine tasks, follow established processes, and seek guidance when needed.
• Adaptability to changing priorities and willingness to learn new tools and processes.
• Ability to maintain confidentiality and use sound judgment when handling sensitive information.
• Commitment to professional growth and continuous learning.
• Customer service orientation and responsiveness to business needs.
• Preferred
• Understanding of managed care environments, including products, services, and basic business functions.

What You Have

Education and Experience

Required

• Associate degree in business, social science, or a related field; and
• At least one year of experience in a healthcare setting or related administrative/technical role; and
• Experience with Azure DevOps, service delivery, and basic project management; or
• Equivalent combination of education and experience.

Preferred

• Experience with Azure DevOps or similar IT service/project platforms. • Experience in healthcare, managed care, or Medi-Cal/Medicaid environments.

Licenses, Certifications

Required

• None

Preferred

• Agile Certified Scrum Master (CSM) or equivalent introductory Agile certification. • Certified Associate in Project Management (CAPM).

What You Will Get

HPSJ Perks:

• Robust and affordable medical coverage including HMO and PPO plan options
• Employee Wellness Program promoting physical, mental, and financial well-being
• Dental and vision plan with multiple provider choices
• Generous paid time off (accrue up to 3 weeks of PTO, 4 paid floating holidays, and 9 paid holidays)
• CalPERS retirement pension program, automatic employer-paid retirements contributions, plus a voluntary defined contribution plan
• Two flexible spending accounts (FSAs) for healthcare and dependent care expenses
• Employer-Paid Term Life and AD&D Insurance
• Employer-Paid Disability Insurance
• Employer-Paid Assistance Program (EAP)
• Health Advocacy to help you navigate medical care and benefits
• Voluntary supplemental benefits including medical, legal, identity theft protection
• Online discount mall
• Tuition reimbursement
• Remote work contingent on business needs and company guidelines
• A chance to work for an organization that is mission-driven – our members and community are at the core of everything we do

Physical Demands

Work may require frequent sitting, standing, and walking, constant repetitive motion, frequent talking and listening, closeup and distance vision requirements. Some work may require occasional travel based on the responsibilities of the position and business needs and occasional handling materials up to 50 pounds.

Emotional/Psychological Demands

Ability to cope with a fast-paced work environment, working under pressure, dynamic priorities and deadlines, constant decision making, working irregular hours, emotional and sensitive situations.

Work Environment

Work may be performed in a remote, hybrid, or onsite setting depending on the requirements of the position and business needs. For roles performed remotely, employees are expected to maintain a secure, distraction-free workspace, and reliable internet connectivity consistent with company standards.

Important Notice: The duties, qualifications, and physical and emotional requirements listed in this job description are not exhaustive. Health Plan of San Joaquin reserves the right to revise this job description at any time.