Customer Insights Analyst joining a hybrid team at MVP Health Care analyzing claims data to inform business strategy and enhance health care delivery.
About the role
- IT Service Management Analyst overseeing IT processes including Incident and Change Management at Westinghouse. Collaborating with cross-functional teams to optimize and implement IT Service Management frameworks.
Responsibilities
- Lead Incident, Problem, Change, Request, and Knowledge Management-related meetings, daily tasks, and other related projects.
- Help mature IT Service Management processes by introducing new capabilities and implementing process improvements for both business and IT units.
- Help develop concepts for process optimization, with identification of process gaps and improvements to support IT Service Management processes.
- Support the IT Service Management Team Lead with the ownership for selected processes.
- Coordinate the implementation and governance of IT Service Management processes and ensure adherence (e.g., by performing internal process checks).
- Initiate and guide implementation of IT Service Management tools in collaboration with application and operation teams, including all IT resolver groups.
- Help create process documentation and training material, supported by appropriate deployment plans, training and support activities.
- Maintain relationships with internal customers to understand needs and ensure Information Technology Infrastructure Library (ITIL) processes meet the needs and expectations of the organization.
- Evaluate, baseline, document, and recommend improvements to IT Service Management processes.
- Facilitate the Incident Management processes, including Major Incidents and conducting Incident responses.
- Help guide process automation to reduce manual processes; implement and advocate for proactive and predictive techniques to prevent issues, reduce Incident recurrence, and reduce downtime from Incidents.
- Help with the development of processes, policies, procedures , work instructions, and templates to support IT Service Management process execution.
- Support the IT Service Management Team Lead with the configuration and implementation of solutions that support those processes.
- Ensure compliance with IT Service Management process-specific standards.
- Assist the IT Service Management Team Lead with the analysis, evaluation, and assessment of process performance measurements.
- Apply reengineering methodologies, industry-standard and best-practice principles to design and implement process modernization and improvements.
- Guide and facilitate the Knowledge Management process area with influence on documentation management for Knowledge Base articles, policies and procedure.
Requirements
- Associate degree and 4 years equivalent work experience
- Will accept 6 years' work experience in lieu of a degree
- Information Technology Infrastructure Library (ITIL) Foundation Certification is Required (v3 or v4)
- Ability to lift equipment up to 50 pounds
- Experience with Incident, Problem, Change, Request, and Knowledge Management processes
- Experience with the implementation of IT Service Management frameworks
- Experience working directly with IT and end-users
- Experience working with IT Service Management processes in a regulated environment (Sarbanes-Oxley)
- Customer and end-user experience and focus
- Knowledge of ServiceNow
- Experience working with the Service Desk, infrastructure, and application support teams for IT Service Management-related tasks, and to identify opportunities to improve L1/L2 experience
- Experience working with the optimization and improvement of Service level agreements and other qualitative metrics
- Desire to improve in all areas and facets; metrics mindset; ability to help identify crucial goals for us and service-based measurements
- Experience setting priorities for a small team with a common goal and concurrently working on multiple tasks with deadlines
Benefits
- Comprehensive Medical benefits which could include medical, dental, vision, prescription coverage and Health Savings Account (HSA) with employer contributions options
- Wellness Programs designed to support employees in maintaining their health and well-being including Employee Assistance Program providing support for our employees and their household members
- 401(k) with Company Match Contributions to support employees' retirement
- Paid Vacations and Company Holidays
- Opportunities for Flexible Work Arrangements to promote work-life balance
- Educational Reimbursement and Comprehensive Career Programs to help employees grow in their careers
- Global Recognition and Service Programs to celebrate employee accomplishments and service
- Employee Referral Program
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