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 Management professional to enhance service management practices. This remote role involves defining and developing KPI metrics to measure performance against ITIL standards, ensuring the IT department supports policies and procedures effectively. The ideal candidate will have experience in IT service management, preferably within a healthcare setting, and possess excellent communication and analytical skills. Join a forward-thinking organization that values career growth and offers a range of benefits, including paid time off and tuition assistance, while making a significant impact on patient care and operational excellence.

Benefits

Paid time off

Career growth opportunities

Tuition assistance

Referral bonuses

Retirement plan - 403b

Medical, dental, vision insurance

Employee assistance programs

Wellness programs

Discounts

Qualifications

• Two or more years of relevant IT service management or operations experience.
• Experience in a hospital or healthcare setting is preferred.

Responsibilities

• Enhance service management practices for IT policies and standards.
• Define and report KPI metrics to measure performance against ITIL practices.

Skills

IT service management

communication skills

negotiation skills

troubleshooting skills

statistical analysis

customer-focused

team player

Education

Bachelor's degree in a relevant technology field

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 service management practices to ensure Froedtert Health IT provides and supports policies, standards, processes, and procedures. Defines, develops, and reports 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 creating, reviewing, maintaining, and implementing ITSM processes and procedures.

Other Information:

Experience Description:

• Two or more years of relevant IT service management or operations and business experience.
• Experience as process owner or process manager.
• Preferred: experience with IT service request catalog, knowledge management, and end-user experience processes.
• Experience in a hospital or healthcare setting is preferred.

Education:

Knowledge of computer/network principles, typically acquired through a Bachelor's degree in a relevant technology field or equivalent experience and education.

Special Skills:

• Advanced knowledge of IT services, business processes, contract and policy management.
• Excellent communication, negotiation, troubleshooting, and presentation skills.
• Advanced reporting and statistical analysis skills.
• Ability to interact at all organizational levels.
• Strong documentation skills and follow-through.
• Customer-focused, action-oriented, resourceful, accountable, results-driven, trustworthy, team player, tech-savvy, organized, and ethical.
• Resource for team members, capable of managing complexity, persuading, adapting, and mentoring.

Licensure:

ITIL foundation or higher certification required within 6 months of start date.

Perks & Benefits:

Froedtert Health offers various perks and benefits, including:

• Paid time off
• Career growth opportunities, tuition assistance, CEU opportunities
• Partnership with the Medical College of Wisconsin
• Referral bonuses
• Retirement plan - 403b
• Medical, dental, vision, life insurance, disability, workplace clinics
• Employee assistance, adoption assistance, wellness programs, discounts, and more.

Our health network is a partnership supporting patient care, research, and education, operating eastern Wisconsin's only academic medical center and Level I Trauma center, with extensive clinical trials and studies.

We are an Equal Opportunity Employer, committed to diversity, and maintain a drug-free workplace. Accommodations are available upon request during the application and interview process.