As a patient-focused organization, University of Utah Health 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 seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality and trust that are integral to our mission. EO/AA

 

The ITIL Process Analyst II is accountable to ensure proper designing, implementing, evaluating, and improving service management processes. This position is not responsible for providing care to patients.

 

Corporate Overview: The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for our academic research, quality standards and overall patient experience. Our five hospitals and eleven clinics provide excellence in our comprehensive services, medical advancement, and overall patient outcomes.

Essential Functions

• Maintains analytics process and procedures.
• Analyzes incident data for problem identification and addition into problems process.
• Fully documents all problems, reviewing trends for proactively identify chronic problems.
• Evaluates and assesses the effectiveness of the problem resolution and recommend improvements.
• Engages stakeholders in robust conversations about service issues.
• Tracks and analyzes Key Performance Indicators (KPIs) for a large, enterprise virtual environment.
• Provides suggestions in order to meet business needs.
• 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.
• Creates monthly status and statistical reports and strategic presentations.
• Proactively promotes the adoption of the process to prevent problems.
• Assists with the documentation of implementation and installation guidelines as directed by senior Team members.

Knowledge / Skills / Abilities

• Ability to manage business relationships.

• 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.

• Demonstrated Service Management knowledge in key ITSM processes such as Incident Management, Problem Management, Change Management, Release Management, Service Level Management and Knowledge Management.

• Proven track record of communicating best practices and procedures.

Required

• Bachelor's degree in Computer Science or Information Systems or a related area or equivalent experience.

Preferred

• Project Management Professional (PMP).
• Previous IT and process management experience.
• ITIL Foundations v3.
• ITIL Intermediate Certifications.

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

• This is a sedentary position that may exert up to 10 pounds and may lift, carry, push, pull or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions.

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