Process Analyst (Remote)

Employment Type:

Full time

Shift:

Day Shift

Description:

POSITION PURPOSE

The Analyst works with all departments within Information Services and its customers to provide support, education, and assistance in relation to a single ITSM business process. Reviews reports and resolves issues of non-compliance with standard process across ITS teams. Provides process efficiency suggestions to management and participates in the creation and distribution of key performance metrics. Analyzes the effectiveness of singular ITSM process and investigates variances. Serves as Subject Matter Expert for a singular ITSM process and provides related education and training.

ESSENTIAL FUNCTIONS

• Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.

• Serves as subject matter expert for identified ITSM Process for integration with other support processes.

• Assists in the design, implementation, and ongoing maintenance of identified ITSM Service Quality processes.

• Responsible for utilizing key performance indicators to ensure the effectiveness of standardized processes and identifies opportunities for efficiencies.

• Reviews process documentation for comparison against industry best practice to maintain compliance.

• Provides education and training to all TIS colleagues on responsible processes.

• Maintains accurate, timely written process documentation for a single TIS Service Quality process. Communicates changes to processes to appropriate staff to ensure continuity of knowledge and awareness of processes.

• Participates in the identification, creation and distribution of key performance indicators for their accountable process area.

• Completes management requests and assignments by due date.

• Regularly reports on progress of goals and objectives.

• Maintains a working knowledge of applicable Federal, State and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.

• [pay range $72,657.3489-$108,986.0234]

MINIMUM QUALIFICATIONS

• Bachelor's degree in Computer Science, or Information Technology and three (3) years of related experience or an equivalent combination of education and experience.

• Minimum of three (3) years, supporting business process automation in a service management environment.

• ITIL v3 Foundations Certification preferred.

• Experience supporting Healthcare systems preferred.

• Advanced proficiency with Windows based applications (Word, Excel, Visio).

• Strong organization and facilitation skills with cross-functional meetings.

• Advanced analytical skills and problem solving skills.

• Ability to meet deadlines and set priorities.

• Ability to interface with internal technical staff, application staff, hospital client users and external vendors.

• Ability to obtain and exchange information.

• Strong interpersonal and customer service skills.

• Strong organizational skills and attention to detail.

• Strong written and verbal communication skills.

• Must possess a willingness to learn and develop skills.

• Must be comfortable operating in a collaborative, shared leadership environment.

• Must possess a personal presence which is characterized by a sense of honesty, integrity and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals and values of Trinity Health.

PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS

• This position operates in a typical office environment. The area is well-lit, temperature-controlled and free from hazards. Incumbent communicates frequently, in person and over the telephone, with people in a number of different locations on technical issues. Manual dexterity is needed in order to operate a keyboard. Hearing is needed for extensive telephone and in person communications. The environment in which the incumbent will work requires the ability to concentrate, meet deadlines, work on several projects at the same period and adapt to interruptions.

• Must be able to set and organize own work priorities, and adapt to them as they change frequently.

• The incumbent must be capable of traveling in the course of completing project assignments.

• The incumbent may be required to work beyond normal business hours or to provide 24x7 on-call support for emergency changes, upgrades, and activations. Documents procedural guides for support team members.

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this classification. They are not to be construed as an exhaustive list of duties so assigned.

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.