IT Service Optimization Analyst

Careers With Purpose

Sanford Health, the largest rural health system in the United States, is dedicated to transforming the health care experience and providing access to world-class health care in America’s heartland.

Facility: Stevens Ctr
Location: Sioux Falls, SD
Address: 900 East 54th St N, Sioux Falls, SD 57104, USA
Shift: 8 Hours - Day Shifts
Job Schedule: Full time
Weekly

Hours:

40.00
Salary Range: $29.00 - $46.50

This role is part of the Technology Solutions Enterprise Availability and Support Services – Continuous Improvement & Automation (CI&A) team and focuses on advancing enterprise technology service delivery through process optimization, automation, and workflow redesign.

In addition to core Service Optimization Analyst responsibilities, this role is responsible for:

• Leading and supporting continuous process improvement efforts, applying structured methodologies to assess, redesign, and optimize service workflows
• Designing, implementing, and sustaining workflow, automation, and self-service solutions to improve efficiency, consistency, and scalability
• Leveraging low-code/no-code and enterprise automation tools to deliver practical, scalable solutions without full dependency on development teams
• Translating process improvement opportunities into implemented solutions, including workflows, automation rules, and platform-based configurations within approved tools
• Identifying opportunities to eliminate manual effort, reduce cycle time, and improve service quality through standardization and automation
• Partnering with cross-functional teams (platform, infrastructure, service desk, and business teams) to deliver and scale improvements
• Applying continuous improvement principles (Lean, Six Sigma, or similar frameworks) to drive measurable outcomes
• Supporting data-driven and automation-enabled initiatives to enhance service performance and operational effectiveness
• Documenting processes, solutions, and outcomes to enable sustainment and knowledge sharing
• Familiarity with Service Now, Contact Center solutions: e.g.Cisco Webex Contact Center beneficial
• Normal work hours Mon-Fri 8-5, Remote work, no on-call

The IT Service Optimization Analyst will work on the Technology Solutions Continuous Improvement & Automation team and partners closely with technology solution teams, platform teams, and operational leaders to improve how work is performed across IT service operations. Work is performed within an IT enterprise service delivery context, aligning process improvements to ITSM principles and service practices. The role focuses on reducing unnecessary manual effort, increasing efficiency, and ensuring improvements are sustained over time while enhancing service quality, reliability, and overall user experience.

This role improves IT service operations by redesigning and implementing better ways of working. Analyze operational workloads across support, administration, release, and project activities to understand how work is currently performed across Technology Services and enterprise platforms.

Review intake paths, approval steps, handoffs, and sequencing of work to identify inefficiencies, bottlenecks, redundancy, or unnecessary manual effort.

Identify outcomes currently achieved through repetitive, manual, or workaround processes and assess opportunities for improvement.

Determine where human involvement is required and where effort can be reduced or eliminated through automation, self service, or alternative execution models.

Design and redesign workflows to achieve required outcomes more efficiently, leveraging automation, standardization, and simplified process models.

Eliminate redundant approval steps, intake paths, manual checks, and parallel processes that add time or complexity without value.

Pilot redesigned processes and workflows, evaluate results, and refine solutions prior to broader implementation.

Partner with technical, automation, and platform teams to define and support automation, self service, or system enabled solutions.

Develop clear, data driven recommendations that enable leadership decisions regarding continuation, scaling, or redesign of existing work…