IT Service Delivery & Resource Analyst

Presbyterian is seeking a IT Service Delivery & Resource Analyst. This position will provide a single point of contact for one or more IT Service Management process(es), responsible for planning and coordination of day-to-day activities required to carry out, monitor, and report on the process for which they are responsible. Provides the authority or ability to make changes in the process as required, and manage process(es) end-to-end so as to ensure optimal overall performance.

 

Responsible for managing all process documentation and supporting all enhancements to the process. Works across the organization to identify, design, analyze, and develop processes in line with business and technology requirements. This position requires knowledge across multiple infrastructure platforms and processes. Partners with the Technical Subject Matter Experts to provide process requirements for building or modifying tools that support the process.

• This is a Full Time position - Exempt: Yes
• Job is based at Rev Hugh Cooper Admin Center
• Work hours: Weekday Schedule Monday-Friday

Preferred Qualifications:

• Ability to design, implement, and monitor SLAs, OLAs, and service improvement plans in partnership with IT Service Owners using ITIL best practices.
• Familiar with reviewing IT contracts and measuring adherence to SLAs
• Assist in building reports within ServiceNow for measurement of SLAs for internal IT teams
• Skilled in translating technical language for Presbyterian business leaders, managing cross-functional expectations, and navigating IT resources.

• Bachelor s degree in related technical/business area plus 2 years of IT or business experience. 6 years of additional experience can be substituted in lieu of degree.
• Knowledge of process analysis principles

• Coordinates the design, development and maintenance of one or more of the processes and related procedures within the ITSM Lifecycle.
• Coordinates the planning and management of support for the processes and for the toolset supporting the processes
• Coordinates interfaces between ITSM processes and other service management processes
• Coordinates the monitoring of the effectiveness of the processes and makes recommendations for improvement.
• Coordinates the production of management information through the definition of CSFs and KPIs for the processes within area of responsibility
  
  

About Presbyterian Healthcare Services
Presbyterian offers a comprehensive benefits package to eligible employees, including medical, dental, vision, disability coverage, life insurance, and optional voluntary benefits.

The Employee Wellness Rewards Program encourages staff to engage in health-enhancing activities - like challenges, webinars, and screenings - with opportunities to earn gift to earn gift cards and other incentives.

As a mission-driven organization, Presbyterian is deeply committed to improving community health across New Mexico through initiatives like growers' markets and local partnerships. Founded in 1908, Presbyterian is a locally owned, not-for-profit healthcare system with nine hospitals, a statewide health plan, and a growing multi-specialty medical group. With nearly 14,000 employees, it is the largest private employer in the state, serving over 580,000 health plan members through Medicare Advantage, Medicaid, and Commercial plans.

AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer with smoke free campuses.

USD $49.26/Hr.

The compensation range for this role takes into account a wide range of factors, including but not limited to experience and training, internal equity, and other business and organizational needs.