Operations Analyst

TDS Operations Analyst

The Technology and Digital Solutions (TDS) Operations Analyst will work with a tight-knit, collaborative team to enhance the operations, programs, communications, and content management of the Customer Experience and Support Services team and TDS. In this role, the incumbent will be a part of a group that contributes to the success of TDS programs and works with internal and external business partners to deliver quality solutions, metrics, and communications.

Duties include but not limited to: managing technology system implementations and enhancements to existing technology systems, design specifications to support business system changes/requirements, budget planning, forecasting, metrics reporting, as well as internal communications and vendor management. The successful candidate will possess the ability to work on a variety of projects with varied deadlines, work positively with IT and other professionals as part of a proactive team, and demonstrate excellent analytical, financial, writing and editing skills, attention to detail, and strong organizational skills.

Essential Functions

• Assist with vendor relationships, performance, and contract renewals to reduce overall IT expenses
• Assist with the development of proposed system design and interface specifications based on identified business needs using structured analytical techniques, employing technical and specific business knowledge
• Define processes and engagement as part of a technology rollouts
• Work with business partners to understand directions and priorities to assure the delivery of information technology solutions
• Report and demonstrate the value of projects for the Customer Experience and Support Services areas
• Assist with budget planning and forecasting process for the all assets across the Customer Experience and Support Services areas (e.g., desktop engineering, field services, service desk, communication technologies, etc.)
• Work closely with Finance, Accounting, End User Services, Supply Chain, and vendors for procurement process and issue resolution
• Manage communications for the TDS organization in order to ensure a consistent message is sent for both internal and external communications
• Facilitate interdepartmental communications and manage external communications
• Maximize collaboration, efficiency and creativity in the building and maintenance of consistent branding and identity for the Technology and Digital Solutions organization
• Drive and implement a program/process of regular, relevant communication to internal staff and the Stanford Health Care and School of Medicine communities
• Create templates for various types of communications including incident/crisis communications, technology introduction announcements, general communications, service management communications, etc.
• Produce high quality content for inbound and outbound efforts
• Maintain close collaborative relationships and partner with key functional areas that require internal communications strategic planning, content development and implementation
• Create and manage metrics for the Customer Experience and Support Services areas

Minimum Qualifications

Education Required: Minimum: Bachelor's degree in a work-related discipline/field from an accredited college or university, or equivalent professional experience.

Experience Required: Minimum: Five (5) years of progressively responsible and directly related work experience.

Knowledge, Skills and Abilities

Demonstrated focus on accuracy and high attention to detail.

Knowledge of ITIL framework and Lean process improvement methodologies

Strong understanding of SDLC, ITIL, and ITSM processes

Knowledge and understanding of business requirements, technical designs/specifications and project implementations

Knowledge and ability to assess business requirements, and provide production support and services

Knowledge of structured analysis concepts, problem management concepts, and organizational analysis with a focus on information systems

Knowledge and ability to analyze complex factors and select methods, techniques and evaluation criteria for the purpose of managing and planning technology systems

Ability to lead and communicate effectively at all levels of the organization

Ability to plan strategically both long-term and short-term

Ability to work effectively with and manage vendors

Strong knowledge of IT contracting, negotiating, organization development/change management, strategic planning, action planning for successful performance

Demonstrated ability to work across a broad range of technologies to understand complex solutions

Demonstrated ability to effectively coordinate multiple priorities in a dynamic environment

Experience managing third party service providers, understanding and enforcing contractual obligations, and managing both operational and financial aspects of a THIRD-PARTY agreement.

Writing, technical writing, and/or marketing communications experience, preferably in a technology or health care environment.

Proficient with Microsoft Office Suite.

Excellent communication and interpersonal skills, both verbal and written.

Ability to collaborate effectively with a variety of cross functional teams.

Strong follow-up skills; ability to organize project timelines and follow up with internal and external customer needs.

Strong written and oral communication skills, including the ability to present ideas and suggestions clearly.

Experience that demonstrates the ability to present highly technical information to the general public and medical community.

Strong organizational skills; ability to accomplish multiple tasks within the agreed upon time-frame.

Able to work both independently to complete tasks and respond to department requests as well as collaborate with others to utilize resources and knowledge in identifying effective solutions.

Experience with Service Management