ITSM Analyst

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

Job Summary:

The ITSM Analyst is responsible for day-to-day execution and governance activities for one or more assigned processes or practices under the ITIL (IT Infrastructure Library) best practice framework. Duties include: plan and coordinate process activities; monitor process activities to ensure they are performed per policy and process guidelines; report on process performance; maintain process documentation and training materials; conduct training for IT staff on process activities and tools; and conduct continual improvement activities for the process.
This role may serve in an On-Call rotation (including nights, weekends, and holidays) as needed to support IT operations.
Impact of this role in the organization: this helps Wellstar provide the highest level of IT service and application performance and availability

Core Responsibilities and Essential Functions:

Serve as Process Manager for one or more assigned ITIL processes
Plan, coordinate, and lead day to day operations and governance of the assigned processes
Plan and conduct meetings with IT staff and other stakeholders required to plan, execute, and monitor process activities.
Draft process communications to IT stakeholders about existing process activities and for notification of updates or changes to process policy and procedures.
Serve as subject matter expert for the processes.
Submit incident tickets to for break fix issues with the ServiceNow tool
Submit enhancement request tickets to support continual improvement efforts for the processes.
Service as main process point of contact for ServiceNow team for testing and validation of enhancements and system updates.
Monitor ServiceNow tickets of the assigned processes to ensure they meet Wellstar policies and process guidelines; follow up with IT staff members and their managers to correct errors in process execution.
Create and maintain process documentation. Develop and deliver process training.
Create and maintain library of documents for policies and procedures, work instructions, job aids, and related documents.
Create and maintain process training materials.
Conduct individual or group training sessions when requested by Mgr IT QA ITIL or other Wellstar managers.
Create knowledge articles for the process for inclusion in ServiceNow Knowledge Base.
Perform process governance tasks for assigned processes
Conduct continual improvement of assigned processes; initiate process improvement steps to reflect changes to the ITIL best practice framework and updates to healthcare industry regulations or laws.
Create and maintain reporting for process metrics; create and maintain process dashboards in ServiceNow.
Submit monthly reports to ITIL Governance Manager on process metrics.
Attend metrics review meetings; present process metrics and discuss trends and actions needed in response to metric data.
Serve as process point of contact for formal audit activities by Wellstar Internal Audit and for external audit organizations. Develop and report on actions plans in response to audit findings or recommendations. Maintain record of audit documents and correspondence.
Cross train with other ITSM/ITIL process managers and be prepared to fill in for at least one other team role as needed to maintain operations when other team members are unavailable.d.
Serve in On-Call capacity as directed to support IT services
Performs other duties as assigned
Complies with all WellStar Health System policies, standards of work, and code of conduct.

Required Minimum Education:

Bachelor's Degree in computer science or related field Preferred or
Four years equivalent work experience in lieu of education will be considered. Required and

Required Minimum License(s) and Certification(s):

All certifications are required upon hire unless otherwise stated.

Additional License(s) and Certification(s):

ITIL Foundation certification (V3 or V4) Upon Hire Required and

Required Minimum Experience:

Minimum 3 years Experience working in IT Service Management role such as Business Process Analyst, IT Process Improvement Analyst, ITIL Analyst, ITIL Process Lead, IT Service Desk Agent, or IT Governance and Compliance role; experience must demonstrate a strong understanding of the ITIL IT Service Management framework. Required and
Minimum 2 years Experience as a process user of enterprise class ITSM tool set. ServiceNow experience preferred. Required and
Minimum 1 year Experience working for a an organization in the health care industry Preferred and

Required Minimum Skills:

Ability to communicate effectively with technical and non-technical staff, both in writing and as a speaker. High
Ability to conduct business meetings in person and online High
Ability to create professional quality documents using MS Office applications. High
Ability to use MS Excel to analyze and interpret data from repositories such as ServiceNow to prepare charts, graphs, and other data visualization and other reports, Ability to recognize trends and identify issues from data analysis and ability to formulate recommendations to address issues Medium
Ability to prioritize work and escalate when appropriate High
Strong interpersonal and customer service skills. Must have the ability to operate in a dynamic environment and to adapt to changing priorities. High
Ability to act with tact and professionalism.

Join us and discover the support to do more meaningful work—and enjoy a more rewarding life. Connect with the most integrated health system in Georgia, and start a future that gives you more.