Process Analyst Sr (REMOTE)

Employment Type:Full timeShift:Day Shift

Description:

POSITION PURPOSE

The Senior Analyst works with all departments within Information Services and its customers to provide support, education, and assistance in relation to ITSM processes. Analyzes the effectiveness of all defined ITSM processes striving for continual process improvement and recommends changes based on ITIL best practices. Serves as Subject Matter Expert on one or more ITSM processes and understands the interdependencies between all ITSM processes. Coordinates and implements process efficiencies as directed by ITSM management. Contributes toward the development, creation and distribution of key performance indicators for defined ITSM process areas. Responsible for ensuring that adequate education and training materials exist for ITSM processes and are published and communicated appropriately. Ensures that the knowledge base is continually updated and follows the knowledge centered support discipline, if appropriate.

ESSENTIAL FUNCTIONS

• Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.
• Serves as Subject Matter Expert on one or more ITSM processes. 
• Coordinates the design, implementation, and ongoing maintenance of one or more ITSM processes.
• In the spirit of Continuous Service Improvement (CSI), identifies, escalates and coordinates the implementation of prioritized remediation of interface issues with all process areas within ITSM.
• Identifies, escalates, and coordinates the implementation of prioritized opportunities for efficiencies in all process areas.
• Ability to analyze, investigate, and establish root cause analysis. Participates in TIS remediation meetings and Major Incident events.
• Coordinates and prepares system and process documentation for ITSM processes.
• Provides education and training to all TIS colleagues on responsible processes.
• Communicates process changes to appropriate staff ensuring continuity of knowledge and awareness of processes.
• Contributes in the identification, creation and distribution of key performance indicators for defined process areas.
• Completes management requests and assignments by due date.
• Regularly reports on progress of goals and objectives.
• Organizes and leads meetings were appropriate as defined.
• Serves as a role model and mentor for ITSM Analysts.
• Maintains a working knowledge of applicable Federal, State and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.
• pay grade 13 range 74,114.97-111,172.4589  Actual compensation will fall within the range but may vary based on factors such as experience, qualifications, education, location, licensure, certification requirements, and comparisons to colleagues in similar roles.

MINIMUM QUALIFICATIONS

• Bachelor’s degree in Computer Science, or Information Technology and five (5) years of related experience or an equivalent combination of education and experience required.
• Minimum of five (5) years' experience supporting business process automation in a service management environment required.
• ITIL certification is preferred.
• Experience in Process Mapping and Business Process Reengineering preferred. (Lean, Six Sigma, etc.).
• Experience supporting Healthcare systems preferred.
• Strong proficiency with Windows based applications (Word, Excel, and Visio).
• Strong organization and facilitation skills with cross-functional meetings.
• Strong analytical skills and problem solving skills.
• Ability to meet deadlines and set priorities.
• Ability to interface with internal technical staff, application staff, hospital client users and external vendors.
• Ability to obtain and exchange information.
• Strong interpersonal and customer service skills.
• Strong organizational skills and attention to detail.
• Strong written and verbal communication skills.
• Must possess a willingness to learn and develop skills.
• Must be comfortable operating in a collaborative, shared leadership environment.
• Must possess a personal presence which is characterized by a sense of honesty, integrity and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals and values of Trinity Health.

PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS

• This position operates in a typical office environment.  The area is well-lit, temperature-controlled and free from hazards.  Incumbent communicates frequently, in person and over the telephone, with people in a number of different locations on technical issues.  Manual dexterity is needed in order to operate a keyboard.  Hearing is needed for extensive telephone and in person communications.  The environment in which the incumbent will work requires the ability to concentrate, meet deadlines, work on several projects at the same period and adapt to interruptions. 
• The incumbent must be capable of traveling in the course of completing project assignments.
• Must be able to set and organize own work priorities, and adapt to them as they change frequently.
• The incumbent may be required to work beyond normal business hours or to provide 24x7 on-call support for emergency changes, upgrades, and activations. Documents procedural guides for support team members.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not to be construed as an exhaustive list of duties so assigned.

Our Commitment to Diversity and Inclusion
 

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.