IT Service Request Management Lead Process Analyst

IT Lead Process Analyst 

Join the Cleveland Clinic team where you will work alongside passionate caregivers and provide patient-first healthcare. You will work alongside dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.     

The Process Lead role is responsible for operational management of an individual process. This includes facilitating process activities, ensuring the process is being performed as planned, championing procedural participation and policy compliance, reporting effectiveness in key performance indicator (KPI) and metrics attainment, analyzing process improvement, and communicating on a thorough and consistent basis throughout the IT organization. 

A caregiver in this position works 8:00am—5:00pm.  

A caregiver who excels in this role will:  

• Ensure that the day-to-day operational execution of the process is supported and performed within the defined approach. 

• Work with the process owner to plan and coordinate all process activities, include regular process reviews improvements 

• Ensure that all activities are carried out as required throughout the service lifecycle consistently across different IT teams 

• Act as policy guardian for the process, including responsibility for tracking standards adherence 

• Monitor and report on process performance 

• Escalate any issues or concerns to the Process Owner along with options and recommended courses of action 

• Recommend people for required roles and monitors resource alignment across the organization for issues / opportunities (e.g., process coordinators or practitioners within teams, etc.) 

• Maintain and revise procedures, forms, quick reference guides and other supporting process materials as appropriate 

• Identify improvement opportunities for inclusion in the CSI register and work with the CSI manager and process owner to review and prioritize improvements. 

• Implement approved modifications and improvements to the process. 

• Communicate objectives and concepts internally and externally. 

• Participate in process design, implementation planning and resource requirements to run the IT process functions and team. 

• Ensure consistency with best practice frameworks (e.g., ITIL v3, ISO/IEC 20000, COBIT, etc.). 

• Lead the regular review of the process, roles, responsibilities, and documentation. 

• Communicate updates/changes in process policies, standards, processes, and procedures to all necessary organizations, executing process activities/tasks. 

• Ensure that process metrics and KPI reports are produced and reviewed by the appropriate stakeholders.   

• Proactively monitor trends and leading indicators that the process could need intervention before KPIs are impacted. 

• Provide training on the process and maintains training materials. 

• Maintain and manage the roster of any process coordinators or practitioners (or other operational roles) that have designated roles for executing the process. 

• Coordinate directly with ITSM tool team to ensure process automation and tool implementation is working and aligned for planned improvements. 

• Manage process compliance with audit requirements by tracking and monitoring identified compliance artifacts, control objectives and active audit review activities. 

• Solicit opportunities for process enhancements from process participants. 

Minimum qualifications for the ideal future caregiver include:  

• Bachelor's degree in Information Technology/Computer Science, Health Sciences, Healthcare Admin, or related field. 

• 6 years of system implementation experience, including directing, planning, and scheduling a major information system project. 

• OR High School Diploma / GED or equivalent and 9 years of experience. 

• OR Associates degree and 7 years of experience. 

• For Information Technology Division caregivers, ITIL Foundations certification is required within 6 months of the position start date. 

• Strong analytical, administrative, presentation, and project management skills. 

• Must have effective communication skills (both written and verbal) and the ability to work independently. 

• Understands strategic business needs impacting on IT — Constantly look for opportunities to improve IT performance related to IT services and processes, ensuring metrics relevancy and accuracy. 

Preferred qualifications for the ideal future caregiver include:  

• Advanced ITIL certification in specialty. 

• ITIL Foundation Certification. 

• IT Service Management/ITIL Intermediate Level with emphasis on Service Design (ITIL Intermediate In-Service Design; ITIL Intermediate OSA preferred) 

• Experience managing Service Catalogs, Request Management and SLM in a large, complex organization.               

• Knowledge of ServiceNow. 

• Applicable certifications within healthcare and information technology. Examples (PMP, CPHIMS). 

Our caregivers continue to create the best outcomes for our patients across each of our facilities. Click the link and see how we’re dedicated to providing what matters most to you: https://jobs.clevelandclinic.org/benefits-2/