IT Analyst

Our Information Technology Service Management (ITSM) Analyst determines operational objectives, gathers information, and evaluates output requirements and formats. They also:

• Work closely with key stakeholders, end users, etc. to analyze, define, model, and document system requirements
• Identify projects milestones, phases, and elements
• Evaluate the impact of changes to IT Systems and/or IT Infrastructure
• Recommend and participate in the architecture design and implementation of standards, tools, and methodologies
• Align system and business capability with corporate strategy
• May develop organization change management framework and conduct user acceptance testing
• May ensure the program functions according to the design specifications, and may ensure product specifications meet and support departmental standards and operating procedures
• May prioritize user requirements, coordinate system upgrades, and research new tools

This position has flexibility to work remotely from a mutually agreed-upon location, and/or hybrid location (onsite and work-from-home). #LI-Remote #LI-Hybrid

Required Experience: 0-4/+ years relevant technical/analyst experience, to include skills and abilities such as:

• Customer Service in a technical environment
• Developing reports and process metrics
• Time management, deductive reasoning and critical/logical thinking
• Documentation, as well as strong verbal/written communication skills
• Project Management
• Process Management
• IT Service Management methodologies
• Effectively participate in multi-functional teams
• Analyze and develop specifications and functional requirements
• Develop process and application system documentation

Preferred qualifications:

• IT and UAT methodologies knowledge
• Experience using a specific methodology such as COBIT, ITIL, Lean, Six Sigma, or TQM
• Experience in administering IT Service Management software (i.e. ServiceNow)
• Knowledge of health insurance business processes and requirements

Required Education must meet one of the following requirements:

• Bachelor's Degree in Computer Science, Computer Information Systems, related field of study, or equivalent work experience (Two years' relevant work experience is equivalent to one year college)
• International Degree equivalency
• Applicable certification(s) +2 years additional experience; preference for Information Systems Auditor (CISA)
• Associate's degree in Computer Science, Computer Information Systems, or related field of study, + 2 years additional experience

Your day may look like:

• Analyze ITSM requirements for Information Services.
• Assure application systems are properly documented.
• Develop comprehensive ITSM process flows across our core technologies (using visual model).
• Develop procedures and controls to communicate the process to IT staff and management. Maintain and improve procedures and controls to ensure ongoing adherence to IT SDLC Control objectives.
• Develop effective metrics of various ITSM process. Report on compliance; monitor and escalate issues as necessary.
• Participate in the development of IT Standards.
• Work with IT staff to track, resolve, and document complex software and technology defects and implementation problems found during the quality assurance or change management process. Report progress on problem resolution to management.

Reasonable accommodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.