IT SERVICE MANAGEMENT ANALYST, FCH - ITSM

Froedtert Health; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dedicated IT Service Manager to enhance service management practices and ensure compliance with IT policies and standards. This remote role involves defining, developing, and reporting key performance indicators to measure service delivery against established ITIL practices. Ideal candidates will have experience in IT service management, particularly in healthcare settings, and possess strong communication and organizational skills. Join a dynamic team committed to innovation and excellence in patient care and support your career growth with ample opportunities for professional development.

Benefits

Paid time off

Career Pathways & Tuition Assistance

Referral bonuses

Retirement plan - 403b

Medical, Dental, Vision Insurance

Employee Assistance Programs

Discounts on gym memberships

Healthy Contributions

Moving Assistance

Free Workplace Clinics

Qualifications

• 2+ years of IT service management or operations experience required.
• Advanced knowledge of IT services and business processes.

Responsibilities

• Enhance service management practices and support IT policies and standards.
• Define, develop, and report KPI metrics for ITIL practices.

Skills

IT service management

Communication skills

Negotiation skills

Troubleshooting

Process documentation

Customer focus

Organizational skills

Adaptability

Mentoring

Education

Bachelor's degree in relevant technology field

Tools

ITIL

Job description

Discover. Achieve. Succeed. #BeHere

Location: US:WI:MENOMONEE FALLS at our WOODLAND PRIME 400 facility.

This job is REMOTE.

FTE: 1.000000

Shift: Flexible 7 am to 5 pm CST

Job Summary:
Responsible for enhancing the service management practices to ensure Froedtert Health IT is providing and supporting agreed upon policies/standards, processes, and procedures. This role defines, develops, and reports the KPI metrics to measure performance against ITIL practices such as service level agreements, incident management, operational level agreements and implements improvements as needed. Responsible for the creation, review, maintenance, and implementation of ITSM processes and procedures.

EXPERIENCE DESCRIPTION:
Two or more years of relevant IT service management or operations and business experience is required. Performing as process owner or process manager level. Highly preferred candidates with experience within IT service request catalog, knowledge management, and end user experience processes. Experience in a hospital or healthcare setting is preferred.

EDUCATION DESCRIPTION:
Knowledge of computer/network principles at a level normally acquired through completion of a Bachelors degree in a relevant technology field or acquired through a combination of education and experience is required.

SPECIAL SKILLS DESCRIPTION:
• Advanced knowledge of one or more IT services, business processes, contract management, and policy management.
• Excellent communication, negotiation, troubleshooting, and presentation skills.
• Advanced knowledge of reporting, statistical principles, and processes.
• Ability to interact with all levels of organization.
• Ability to document and maintain process documentation. Excellent follow-through from initiation to conclusion.
• Customer focused, Action oriented, Resourcefulness, Ensures accountability, Drives results, Strong communication skills, Plans and aligns Instills trust, Team player, Tech savviness, Communication skills, Focus, Organizational skills, & Strong work Ethic.
• Resource for other team members.
• Manages complexity, Persuades, Adaptability, & Mentor.

LICENSURE DESCRIPTION:
ITIL foundations or higher certified is required within 6 months of start date.

Perks & Benefits at Froedtert Health:
Froedtert Health Offers a variety of perks & benefits to staff, depending on your role you may be eligible for the following:

• Paid time off
• Growth opportunity- Career Pathways & Career Tuition Assistance, CEU opportunities
• Academic Partnership with the Medical College of Wisconsin
• Referral bonuses
• Retirement plan - 403b
• Medical, Dental, Vision, Life Insurance, Short & Long Term Disability, Free Workplace Clinics
• Employee Assistance Programs, Adoption Assistance, Healthy Contributions, Care@Work, Moving Assistance, Discounts on gym memberships, travel and other work life benefits available

The Froedtert & the Medical College of Wisconsin regional health network is a partnership between Froedtert Health and the Medical College of Wisconsin supporting a shared mission of patient care, innovation, medical research and education. Our health network operates eastern Wisconsin's only academic medical center and adult Level I Trauma center engaged in thousands of clinical trials and studies. The Froedtert & MCW health network, which includes ten hospitals, nearly 2,000 physicians and more than 45 health centers and clinics draw patients from throughout the Midwest and the nation.

We are proud to be an Equal Opportunity Employer who values and maintains an environment that attracts, recruits, engages and retains a diverse workforce. We welcome protected veterans to share their priority consideration status with us at 262-439-1961. We maintain a drug-free workplace and perform pre-employment substance abuse testing. During your application and interview process, if you have a need that requires an accommodation, please contact us at 262-439-1961. We will attempt to fulfill all reasonable accommodation requests.