University of Utah Health Care

Returning Candidate?

ITIL Process Analyst I - ITS Service Management, full-time

ITIL Process Analyst I - ITS Service Management, full-time

Requisition Number 
27304
Reg/Temp 
Regular
Employment Type 
Full-Time
Shift 
Day
Work Schedule 
8-5
Location Name 
Information Technology Services
Patient Care? 
No
City 
SALT LAKE CITY
State 
UT
Department 
UUH ISC 17C ITS SRVC MGMT
Category 
Information Technology

More information about this job

Overview

As a patient-focused organization, the University of Utah Health Care exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health Care seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, diversity, integrity, quality and trust that are integral to our mission. EO/AA

ITIL Process Analysts supports and assist in documenting, monitoring and analyzing IT processes within the ITIL framework. Process Analysts I will work with customers to gather and clarify business process issues and requirements through working group sessions. The ITIL Process Analyst I role assists in managing service management processes.

Responsibilities

  • Becomes familiar and competent with service management processes through instruction by senior Team members.
  • Assists with collecting documentation and managing processes as directed by senior Team members.
  • Understands, follows, and implements appropriate change management controls.
  • Engages stakeholders in robust conversations about service issues.
  • Collects metrics to manage the processes.
  • Tracks Key Performance Indicators (KPIs) for a large, enterprise virtual environment.
  • Meets regularly with IT teams to facilitate process improvement and prioritize multiple projects.
  • Prepares accurate and detailed reports including specifications, timelines, status and individual responsibilities.
  • Assists with the documentation of implementation and installation guidelines as directed by senior Team members.
  • Develops dashboards to help teams manage operations and metrics.
  • Trains personnel on service management and setting up tools.

Knowledge / Skills / Abilities

  • Ability to manage multiple projects at once.
  • Ability to analyze and document complex business processes.
  • Ability to think analytically and offer guidance to the team regarding business solutions.
  • Ability to gather and interpret relevant data and information.
  • Ability to prepare written and verbal communications for projects.
  • Excellent conflict management and problem solving skills are required.
  • A proven focus on helping business partners and customers.
  • Ability to lead difficult conversations and find positive outcomes.
  • Ability to write clear, effective reports.

Qualifications

Qualifications

Required

  • Associate‚Äôs Degree in Information Technology or related field or equivalency.
  • Two years of IT experience.

Qualifications (Preferred)

Preferred

  • ITIL Foundations v3.
  • Bachelor’s Degree in Information Technology or related field.

Physical Requirements

Carrying, Climbing, Color Determination, Crawling, Far Vision, Lifting, Listening, Manual Dexterity, Near Vision, Non Indicated, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Tasting or Smelling, Walking