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Sr, ITSM Process Analyst

Company: Optum
Location: Saint Petersburg
Posted on: August 26, 2020

Job Description:

General Position Summary:The Senior Service Management (ITSM) Process Analyst at Optum is responsible for defining, documenting, monitoring and analyzing IT processes within the ITIL framework. They will work to gather and clarify business process issues and requirements. They will be required to analyze and prepare business requirements and process flows, perform gap analysis between as-is and to-be processes, gain consensus, and make recommendations on areas for continual process improvement.Essential Functions/Responsibilities:

  • The Senior ITSM Process Analyst must be able to demonstrate their expertise in ITIL/ ITSM best practices.
  • Establish ITSM standards for multiple ITIL processes, to include identification of interdependencies between defined processes desired. Conduct Process Management responsibilities.
  • Collaborate with IT & Process Owners, and Process Stakeholders to gather and analyze needs, translating these needs into requirements.
  • Develop, evaluate, standardize, and maintain new existing ITIL/ITSM processes that support IT processes, and make enhancements based on findings from analysis.
  • Create thorough and accurate documentation for all ITIL/ITSM processes.
  • Provide leadership for the implementation of ITIL/ITSM processes.
  • Ensure ITIL/ITSM processes are understood, adhered to, and continuously improved.
  • Establish and support controls and procedures to review, assess, prioritize, & track compliance to requirements incorporated into tool and process designs.
  • Collect and provide key management reporting of KPIs & metrics to subsequently measure, review & analyze the effectiveness & efficiency of ITIL/ITSM processes.
  • Communicate, liaise & conduct organizational change management with various departments in the organization to facilitate implementation of new or improved process changes verbally and/or through written documentation.
  • Maintain up-to-date knowledge of industry best practice standards. Support the enterprise by providing information on best practice implementations.Secondary Functions: Collaborate with the ServiceNow team in order to provide new and changing platform requirements based on process and organizational requirements.Job Scope:
    • Manage activities of assigned process to ensure effectiveness in meeting organizational needs
    • Identify metrics and reporting needs in support of process effectiveness, efficiency, compliance
    • Provide training to process participants and other stakeholders
    • Assist in performance of process activities where required
    • Collaborate with other process owners to ensure process integrations are effective
    • Represent the process in context where necessarySupervisory Responsibility:This role is not to have direct reportsSpecific Job Skills and Experience:
      • Five (5) plus years' experience in defining, updating, deploying and managing ITSM/ITIL processes, roles and technology to support (ITSM) practices for mid-large organizations.
      • Strong experience designing and implementing ITIL support services in large scale enterprise environments
      • Strong skills with building workflow diagrams, communication flows, ITSM models and prototypes, creating SLAs
      • Experience with collaboration across functional borders enterprise-wide (i.e. within and outside of IT)
      • Clear written and verbal communication skills High school diploma or GED from an accredited institution
        • Eight (8) plus years' experience in developing ITSM/ITIL processes, roles and technology to support (ITSM) practices for mid-large organizations.
          • Excellent interpersonal, communication, collaboration and documentation skills ServiceNow experienceEducation:
            • 2-4 year technical-oriented degree, or equivalent work experience with technical product and application support or healthcare business processes
            • ITIL Intermediate certificationJob Conditions:
              • Regularity of work hours
              • Occasional travel may be requiredCareers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Here you'll find incredible ideas in one incredible company and a singular opportunity to do your life's best work.(SM)Diversity creates a healthier atmosphere: Optum and its affiliated medical practices are Equal Employment Opportunity/Affirmative Action employers and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. Optum and its affiliated medical practices is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Keywords: Optum, St. Petersburg , Sr, ITSM Process Analyst, Professions , Saint Petersburg, Florida

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