Process Analyst - Senior

6 days ago

🚗 Michigan – Remote

Although this job is listed in Michigan, this company may be open to hiring remote in other states.

💵 $74.1k - $111.2k / year

⏰ Full Time

🟠 Senior

🧐 Analyst

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Trinity Health

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Trinity Health is one of the largest not-for-profit, Catholic health care systems in the nation. It is a family of 123,000 colleagues and nearly 27,000 physicians and clinicians caring for diverse communities across 26 states. Nationally recognized for care and experience, the Trinity Health system includes 88 hospitals, 135 continuing care locations, the second largest PACE program in the country, 136 urgent care locations and many other health and well-being services. Based in Livonia, Michigan, its annual operating revenue is $21.5 billion with $1.4 billion returned to its communities in the form of charity care and other community benefit programs.

hospitals • hospital systems • health and wellness

10,000+ employees

📋 Description

• The Senior Analyst works with all departments within Information Services and its customers to provide support, education, and assistance in relation to ITSM processes • Analyzes the effectiveness of all defined ITSM processes striving for continual process improvement and recommends changes based on ITIL best practices • Serves as Subject Matter Expert on one or more ITSM processes and understands the interdependencies between all ITSM processes • Coordinates and implements process efficiencies as directed by ITSM management • Contributes toward the development, creation and distribution of key performance indicators for defined ITSM process areas • Responsible for ensuring that adequate education and training materials exist for ITSM processes and are published and communicated appropriately • Ensures that the knowledge base is continually updated and follows the knowledge centered support discipline, if appropriate • Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions • Coordinates the design, implementation, and ongoing maintenance of one or more ITSM processes • In the spirit of Continuous Service Improvement (CSI), identifies, escalates and coordinates the implementation of prioritized remediation of interface issues with all process areas within ITSM • Identifies, escalates, and coordinates the implementation of prioritized opportunities for efficiencies in all process areas • Ability to analyze, investigate, and establish root cause analysis • Participates in TIS remediation meetings and Major Incident events • Coordinates and prepares system and process documentation for ITSM processes • Provides education and training to all TIS colleagues on responsible processes • Communicates process changes to appropriate staff ensuring continuity of knowledge and awareness of processes • Contributes in the identification, creation and distribution of key performance indicators for defined process areas • Completes management requests and assignments by due date • Regularly reports on progress of goals and objectives • Organizes and leads meetings were appropriate as defined • Serves as a role model and mentor for ITSM Analysts • 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

🎯 Requirements

• Bachelor’s degree in Computer Science, or Information Technology • Minimum of five (5) years' experience supporting business process automation in a service management environment • ITIL certification is preferred • Experience in Process Mapping and Business Process Reengineering preferred (Lean, Six Sigma, etc.) • Experience supporting Healthcare systems preferred • Strong proficiency with Windows based applications (Word, Excel, and Visio) • Strong organization and facilitation skills with cross-functional meetings • Strong 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