Lead IT Service Management Analyst

Information Technology Service Management (ITSM) Role

Identifies and assists with implementation plan of Information Technology Service Management (ITSM) while carrying out the Continuous Service Improvement practice, to ensure that IT services are aligned with the changing needs of the business. Reviewing management information and trends to ensure services meet agreed upon service levels, and to ensure output of processes are achieving the desired results. Also conducts maturity assessments against the current process activities to demonstrate areas of improvement or concern. Provides insight into the ITSM lifecycle and roadmap to define next steps of process maturity. Accountable for complying with all laws and regulations that are associated with assigned duties and responsibilities.

This role does not manage people

This role reports to: Manager, IT Service Management

• Necessary Contacts:
• Inside Relationships: Make presentations to management. Provides technical advice to management and frequently participates as technical advisor and consultant in management decisions. Recognized as an ITSM authority inside own organization. Must be able to understand the requirements of multiple departments, identify and negotiate trade-offs to gain management agreement with proposed recommendations. Works with counterparts in development areas to recommend and negotiate approaches, problem resolution and/or changes. Frequent contact with specialists in other departments.
• Outside Relationships: Attends technical meetings and conferences. Regularly participates in vendor negotiations. Meets with vendors resolving problems. Provides counseling to client personnel on request

Qualifications Education

• Bachelor's in Computer Science or equivalent. MBA or PMP preferred.
• Four years of related experience can be used in lieu of a Bachelor's degree.

Work Experience

• 7 years of formal IT experience in a corporate IT environment, include 4 years ITSM experience, required along with sound knowledge of production operations, quality practices, and client services. Current understanding of healthcare strategic and technology trends, along with the ability to evaluate data collected through task analysis, business process review, surveys and workshops preferred.
• Must have IT Asset Management experience with hardware and software. Understands ITSM metrics and where to look for them. Understands ITSM key performance indicators and how to create them. Assists in developing ITSM success factors. Has demonstrated the ability to develop a consistent and routine reporting practice for ITIL metrics, with the results clearly showing trends that indicate achievement or breakdown of performance, and the written procedures to produce them. Has SharePoint knowledge. Has reporting experience, knows how to perform SQL queries, etc. Excellent PowerPoint and Excel experience including ODBC connectors and pivot tables. Effective presenter, can give polished presentations to Senior Management. Has demonstrated communication and negotiation skills in order to interact with site peers, local management and executives on technical issues on project design and planning. Has demonstrated creativity and success in assignments and leadership in technical field of specialization. Requires a general technical knowledge at a structural and strategic level across a broad range of IT disciplines including project management and service capabilities with experience in some or all of the additional disciplines of networking, operational capabilities, server platforms, messaging, middleware, security and communications.

Skills and Abilities

• Decision Making: Meets with customer peers and vendors regularly to define and resolve product or project problems and issues. Participates in systems software buy decisions. Contributes to development of strategy and architecture. Provides technical advice to management, recommending approaches and solutions to complex problems. Must have demonstrated ability to analyze and solve logical problems such as may be found in mathematics, statistics, etc.
• Analytical & Creative: Has demonstrated creativity in assignments and leadership in technical field. Strong verbal and written communication skills are required. Must be able to mentor other team members, educate various levels of business users with the system knowledge. Work may result in publication of technical papers. Keeps technically current with changes and improvements within area of assignment or specialization, incorporating them where applicable. Contributes to the development of new technology concepts and improvement of existing techniques.

Licenses and Certifications

• ITIL Foundations Certification required.

Accountabilities and Essential Functions

• Strategic Planning: Evaluates and recommends new system products across multiple system platforms in order to ensure that the IT Department acquires the most efficient, cost effective, and appropriate technology.
• Teamwork and Leadership: Provides team leadership, technical/soft skill mentoring and knowledge transfer for a large group of professionals to meet client needs and expectations. Serves as top-level technical liaison between functional technical areas and guides the ITSM processes to ensure the appropriate solution is identified and selected.
• Compliance: Understands IT Departmental Goals and Objectives and delivers work products to contribute to those goals.

• Perform other job-related duties as assigned, within your scope of responsibilities.
• Job duties are performed in a normal and clean office environment with normal noise levels.
• Work is predominately done while standing or sitting.
• The ability to comprehend, document, calculate, visualize, and analyze are required.