IT Service Delivery Analyst

Davita Inc.; United States; Remote; USD 72,000 - 117,000; Full time

Job summary

A leading healthcare organization is seeking an IT Service Delivery professional to develop and lead IT Service Business Practices. This role involves ensuring compliance, monitoring performance, and enhancing service quality, all aimed at improving overall customer satisfaction. Ideal candidates will possess strong problem-solving skills and a relevant Bachelor's degree.

Benefits

Medical, dental, vision insurance

Flexible spending accounts

403(b) retirement plan

Paid time off

Tuition assistance

Qualifications

• 3-5 years of IT Service Delivery experience required.
• Strong analytical, problem-solving, and communication skills needed.
• Bachelor's degree in a relevant field is essential.

Responsibilities

• Develop and monitor IT Service Business Practices.
• Ensure compliance and engagement across IT teams.
• Analyze service performance against SLOs.

Skills

Analytical skills

Problem-solving

Communication

Data analysis

Education

Bachelor's degree in Computer Science

ITIL V3 Foundation or Intermediate certification

Tools

ServiceNow

Unix

Linux

Windows

Job description

At Virtua Health, we exist for one reason - to better serve you. That means being here for you in all the moments that matter, striving each day to connect you to the care you need. Whether that's wellness and prevention, experienced specialists, life-changing care, or something in-between - we are your partner in health devoted to building a healthier community.

If you live or work in South Jersey, exceptional care is all around. Our medical and surgical experts are among the best in the country. We assembled more than 14,000 colleagues, including over 2,850 skilled and compassionate doctors, physician assistants, and nurse practitioners equipped with the latest technologies, treatments, and techniques to provide exceptional care close to home. A Magnet-recognized health system ranked by U.S. News and World Report, we've received multiple awards for quality, safety, and outstanding work environment.

In addition to five hospitals, seven emergency departments, seven urgent care centers, and more than 280 other locations, we're committed to the well-being of the community. That means bringing life-changing resources and health services directly into our communities through our Eat Well food access program, telehealth, home health, rehabilitation, mobile screenings, paramedic programs, and convenient online scheduling. We're also affiliated with Penn Medicine for cancer and neurosciences, and the Children's Hospital of Philadelphia for pediatrics.

Location: 100% Remote (Candidates from AZ, CT, DE, FL, GA, ID, KY, MD, MO, NC, NH, NJ, NY, PA, SC, TN, TX, VA, WI, WV only)

Employment Type: Employee

Employment Classification: Regular

Time Type: Full time

Work Shift: 2nd Shift (United States of America)

Total Weekly Hours: 40

Job Information

Summary: Responsible for developing, leading, monitoring, and tracking IT Service Business Practices including Change Management, Problem Management, Incident Management, Request Management, CMDB Health, and the IT Questionnaire (ITQ).

Position Responsibilities:

• Develops, leads, monitors, and tracks all IT Service Business Practices, ensuring compliance and active engagement across IT.
• Develops, implements, and monitors processes and controls to maintain service quality aligned with business objectives.
• Maintains responsibility for the resolution of Service Management issues, including referrals and escalations.
• Develops, reviews, and reports service metrics (KPIs) to measure service success.
• Coordinates activities between teams to facilitate service provision and incident remediation.
• Analyzes, reviews, and reports on actual service performance against SLOs.
• Champions and promotes continuous service improvements to enhance quality and customer satisfaction.
• Administers IS Service Management software.
• Develops and presents in-house training on IS Service processes.
• Ensures appropriate Service Level Objectives (SLOs) are in place for new services.

Qualifications and Experience:

• 3-5 years of IT Service Delivery experience.
• Knowledge of ServiceNow.
• Strong analytical, problem-solving, communication, reporting, and data analysis skills.
• Basic knowledge of technology environments including Unix, Linux, Windows, Desktop, Database, Network, Data Warehouse, Telecom, Middleware.
• Project Management experience (preferred).
• Familiarity with controls and audit compliance (preferred).

Education and Certifications:

• Bachelor's degree in Computer Science, MIS, Information Systems, Software Engineering, or related discipline.
• ITIL V3 Foundation or Intermediate certification (preferred).
• ServiceNow experience (preferred).

Annual Salary: $72,992 - $116,601. Actual salary varies based on experience, internal equity, and market data.

Benefits include medical, dental, vision, flexible spending accounts, 403(b), paid time off, sick leave, disability insurance, life insurance, tuition assistance, and an employee assistance program.