ITSM Analyst

Job Title: Information Technology Service Management (ITSM) Analyst

Department: Information Technology Service Management & Quality Assurance

Reports To: Chief Technology Officer

Supervisory: No

Travel: No travel

Job Location: Raleigh ( Remote)

HR Use Only:

Classification/Status: Exempt

Creation/Revision Date: 04-11-2023

EEOC Category: Professional

POSITION SUMMARY

The candidate is required to have significant experience in designing and implementing IT Service Management processes in a deliberate service management setting, and is certified in a process discipline, preferably ITIL. The role provides consultative help around process modeling, design, build, implementation and rollout. Coordinates common activities among teams to ensure maximum efficiency. Position requires broad knowledge of the information technology space as well as demonstrated skill in collaboration, communication, and solution identification. Excellent writing and presentation skills required. Experience in the healthcare vertical preferred. Employee must work well with team members, work well under pressure, and perform all tasks to the highest standards.

The Community Care of North Carolina (CCNC) Analytics, Reporting and Technology team provides data management and software applications development to support CCNC's mission to improve quality of care and drive broad efficiencies in the healthcare ecosystem.

Essential Functions

• Assess organization position and need relevant to service management; define, articulate, and implement solutions
• Configure and administration role on CCNC's Service Management platform. Work effectively with the SAAS vendor offering the solution in implementing and maintaining the relevant modules
• Provide process expertise and input into the design, build, and implementation of the ITSM solutions as required
• Identify and execute improvements to existing processes consistent with overall direction of organization service management
• Educate on ITSM theory and practice
• Communicate and collaborate well with software engineers, quality assurance specialist, and business analyst in the team, and perform all tasks to highest standards
• Work with other ART team members to develop and maintain accurate platform documentation including architecture diagrams, business process workflows and other relevant metrics. Support internal and external audits as necessary.

Qualifications

Bachelor's degree required, preferably in computer science, software engineering, or related field; or 4 years applicable work experience in lieu of degree

Knowledge, Skills, and Abilities

• Certification in ITSM, particularly ITIL, required
• Independence, resourcefulness, and an attitude of teamwork
• Ability to communicate on both the technical and non-technical level
• High comfort level interacting with team members of software engineers, quality assurance specialist, business analyst, etc.
• Ability to deal with highly sensitive and confidential information and adhere to data security and confidentiality standards. Protocols, and procedures
• Ability to adapt to change and learn the domain knowledge and new technologies.
• Excellent problem-solving skills
• Ability to multi-task and deliver quality work on time
• Health care software development domain experience is preferred
• Experience working in an Agile Scrum development environment is a plus

Working Conditions