IT Service Delivery & Resource Analyst

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Summary:

Type of Opportunity:

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Responsibilities:

This role is responsible for managing all process documentation and supporting all enhancements to the process. Works across the organization to identify, design, analyze, and develop processes in line with business and technology requirements. This position requires knowledge across multiple infrastructure platforms and processes. Partners with the Technical Subject Matter Experts to provide process requirements for building or modifying tools that support the process.

• Coordinates the design, development and maintenance of one or more of the processes and related procedures within the ITSM Lifecycle.
• Coordinates the planning and management of support for the processes and for the toolset supporting the processes
• Coordinates interfaces between ITSM processes and other service management processes
• Coordinates the monitoring of the effectiveness of the processes and makes recommendations for improvement.
• Coordinates the production of management information through the definition of CSFs and KPIs for the processes within area of responsibility

Preferred Qualifications:

• Ability to design, implement, and monitor SLAs, OLAs, and service improvement plans in partnership with IT Service Owners using ITIL best practices.
• Familiar with reviewing IT contracts and measuring adherence to SLAs
• Assist in building reports within ServiceNow for measurement of SLAs for internal IT teams
• Skilled in translating technical language for Presbyterian business leaders, managing cross-functional expectations, and navigating IT resources.

Qualifications:

• Bachelor s degree in related technical/business area plus 2 years of IT or business experience. 6 years of additional experience can be substituted in lieu of degree.
• Knowledge of process analysis principles

All benefits-eligible Presbyterian employees receive a comprehensive benefits package that includes medical, dental, vision, short-term and long-term disability, group term life insurance and other optional voluntary benefits.

Wellness
Presbyterian's Employee Wellness rewards program is designed to provide you with engaging opportunities to enhance your health and activate your well-being. Earn gift cards and more by taking an active role in our personal well-being by participating in wellness activities like wellness challenges, webinar, preventive screening and more.

Why work at Presbyterian?
As an organization, we are committed to improving the health of our communities. From hosting growers' markets to partnering with local communities, Presbyterian is taking active steps to improve the health of New Mexicans.

About Presbyterian Healthcare Services
Presbyterian exists to improve the health of patients, members, and the communities we serve. We are locally owned, not-for-profit healthcare system of nine hospitals, a statewide health plan and a growing multi-specialty medical group. Founded in New Mexico in 1908, we are the state's largest private employer with nearly 14,000 employees - including more than 1600 providers and nearly 4,700 nurses.

Our health plan serves more than 580,000 members statewide and offers Medicare Advantage, Medicaid (Centennial Care) and Commercial health plans.

Inclusion and Diversity
Our culture is one of knowing and respecting our patients, members, and each other. We capture this in ourPromise and CARES commitments.

AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer with smoke free campuses.