Lead IT Service Management Analyst

Position Purpose

Identifies and assists with implementation plan of Information Technology Service Management (ITSM) while carrying out the Continuous Service Improvement practice, to ensure that IT services are aligned with the changing needs of the business. Reviewing management information and trends to ensure services meet agreed upon service levels and to ensure output of processes are achieving the desired results. Also conducts maturity assessments against the current process activities to demonstrate areas of improvement or concern.

Provides insight into the ITSM lifecycle and roadmap to define next steps of process maturity. Accountable for complying with all laws and regulations that are associated with assigned duties and responsibilities.

• This role does not manage people
• This role reports to MANAGER, IT SERVICE MANAGEMENT

• Make presentations to management.
• Provide technical advice to management and frequently participate as technical advisor and consultant in management decisions.
• Act as an ITSM authority inside the organization.
• Understand the requirements of multiple departments, identify and negotiate trade‑offs to gain management agreement with proposed recommendations.
• Work with counterparts in development areas to recommend and negotiate approaches, problem resolution and/or changes.
• Maintain frequent contact with specialists in other departments.
• Effectively present opportunities representing the most efficient use of available resources.
• Attend technical meetings and conferences.
• Participate regularly in vendor negotiations.
• Meet with vendors to resolve problems.
• Provide counseling to client personnel on request.

• Bachelor's in Computer Science or equivalent. MBA or PMP preferred.
• Four years of related experience can be used in lieu of a Bachelor's degree.

• 7 years of formal IT experience in a corporate IT environment, including 4 years ITSM experience, required along with sound knowledge of production operations, quality practices, and client services. Current understanding of healthcare strategic and technology trends, and the ability to evaluate data collected through task analysis, business process review, surveys and workshops preferred.

• IT Asset Management experience with hardware and software.
• Understanding of ITSM metrics and key performance indicators and how to create them.
• Assistance in developing ITSM success factors.
• Demonstrated ability to develop consistent and routine reporting practice for ITIL metrics, with results clearly showing trends indicating achievement or breakdown of performance, and written procedures to produce them.
• SharePoint knowledge.
• Reporting experience, capable of performing SQL queries.
• Excellent PowerPoint and Excel experience including ODBC connectors and pivot tables.
• Effective presenter, can give polished presentations to Senior Management.
• Excellent communication and negotiation skills, able to interact with site peers, local management and executives on technical issues on project design and planning.
• Creativity and success in assignments and leadership in technical field of specialization.
• General technical knowledge at structural and strategic level across broad range of IT disciplines including project management and service capabilities with experience in networking, operational capabilities, server platforms, messaging, middleware, security and communications.
• Decision making:
  Meets with customer peers and vendors regularly to define and resolve product or project problems and issues.
• Participates in systems software buy decisions.
• Contributes to development of strategy and architecture.
• Provides technical advice to management, recommending approaches and solutions to complex problems.
• Ability to analyze and solve logical problems such as may be found in mathematics, statistics, etc.
• Demonstrated creativity in assignments and leadership in technical field.
• Strong verbal and written communication skills required.
• Mentor other team members, educate various levels of business users with system knowledge.
• Potential to publish technical papers.
• Keeps technically current with…