Service Delivery Analyst

Socket.dev; Dallas (TX); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Healthcare

PTO

Retirement

Job summary

UT Southwestern Medical Center in Dallas seeks a Service Delivery Analyst to support ITSM governance, reporting, and ServiceNow initiatives, with emphasis on Knowledge, Incident, and Problem management. You will also help manage software licensing activities, distribution, utilization tracking, and renewals.

The role requires a Bachelor's degree and at least 3 years of IT project or business systems experience, plus strong collaboration across teams and a focus on improving operational

Qualifications

• Bachelor's degree in business administration, computer science, information systems, or related field.
• At least 3 years of progressively responsible IT project or business systems experience.

Responsibilities

• Collects and interprets specifications required to develop new, and revise existing, software applications.
• Assists managers with development and implementation of operational plans for new and existing business applications, including user specs.
• Coordinates testing of new applications and changes to ensure data integrity and provides user training as needed.
• Develops policies and procedures to communicate Resources issues to management staff.
• Supports development of new administrative procedures from system changes.
• Helps implement IT Resources strategies to improve processing and productivity.
• Monitors development of specifications and sets priorities for design and testing.
• Reviews, develops, and implements activities related to assigned programs or functions.
• Maintains and tracks accounts assigned to projects.

Skills

ITSM experience

Requirements analysis

Testing and QA

Project coordination

Education

Bachelor's Degree in business administration, computer science, information systems, or related field

Tools

ServiceNow

Job description

WHY UT SOUTHWESTERN?

With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career!

JOB SUMMARY

Provides technical or operational support of information systems for client community and aides in development of systems capabilities in light of user needs. Coordinates and develops more efficient operational processing controls and functional enhancements. The Service Delivery Analyst provides analytical, coordination, and operational support for IT Service Management (ITSM) practices and broader IT Service Delivery initiatives. This role supports ITSM governance, reporting, continual improvement, customer experience, and ServiceNow initiatives, with a focus on Knowledge, Incident, Problem, Customer Satisfaction, and reporting. The position also manages Software Core licensing activities, including distribution, utilization tracking, cost recovery, and renewals.

BENEFITS

UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100%25 coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer
• Learn more about these and other UTSW employee benefits!

EXPERIENCE AND EDUCATION

Required

• Education
  Bachelor's Degree in business administration, computer science, information systems, or related field.

• Experience
  3 years progressively responsible business systems and/or Information Technology project experience, with exposure to systems or project development and testing, installation, and training.
  Applicants without the stated degree, but with significant additional Information Technology systems and project experience, may be considered.

JOB DUTIES

• Collects and interprets specifications required to develop new, and revise existing, software applications.
• Assists managers with development and implementation of operational plans for new and existing business applications, including preparation of user specifications.
• Coordinates testing of new applications and changes to existing applications to ensure integrity and quality of data while providing and/or assisting in training of system users.
• Compiles complete, concise, and comprehensive policies and operation procedures to assist in communicating Information Resources issues to applicable management staff.
• Assists in development of new administrative procedures required, utilizing new functionality resulting from system changes.
• Assists in developing and implementing business Information Resources strategies to improve operational processing and productivity.
• Responsible for monitoring development of specifications and establishing priorities for accomplishing design and testing of various projects.
• Reviews, develops, recommends, and implements activities related to assigned activity, program, or function.
• Maintains and tracks accounts assigned to projects or programs.
• Performs other duties as assigned.

SECURITY AND EEO STATEMENT

Security

This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information. To the extent this position requires the holder to research, work on, or have access to critical infrastructure as defined in Section 117.001(2) of the Texas Business and Commerce Code, the ability to maintain the security or integrity of the critical infrastructure is a minimum qualification to be hired and to continue to be employed in the position.

EEO

UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.