Hybrid Process Analyst Process Analyst with verification

Welcome to Veradigm! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Veradigm is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.

The ITIL Process Analyst position supports the design and implementation of mission-critical IT service processes across the Hosting enterprise. Key responsibilities include ITSM process roadmap development, and day-to-day hands-on management of mission-critical processes (as assigned). Day-to-day process responsibilities include managing inputs and outputs and process documentation for assigned processes. The ITIL Process Analyst is also responsible for leading cross-process compliance and design coordination within the ITSM team and cross-functionally throughout Hosting. This role is also responsible for providing IS leadership with cross-process KPIs along with data-backed recommendations for continuous improvement. This role also leads implementation of approved process improvements across all stakeholders, while mentoring other process managers to optimize team performance.

The role requires strong team leadership skills, advanced capabilities in ITSM process management within the enterprise, exceptional written/verbal communication skills, advanced fluency in data-driven analysis to drive sound business decisions, and the ability to deliver quality service to our internal and external customers.

General

• Design, implement, manage and continuously improve core ITSM processes
• Provide leadership team with tactical and strategic recommendations based on cross-process KPIs
• Develop, implement and manage cross-process compliance
• Manage implementation of process improvements across all stakeholders
• Audit documentation of core processes to insure cross-process continuity, alignment with continuous improvement roadmap
• Mentor other process managers (within and outside of ITSM team)
• Perform reviews of major incidents, major problems, and/or changes, as per assigned processes
  
  

Incident Management

• Ensure service failures are recorded and managed according to agreed procedures
• Ensure that service is restored at the earliest appropriate opportunity
• Serves as the primary communication point with customer base and other IS groups on escalated support issues
• Ensure escalation procedures are invoked as necessary
• Ensure Incident Management knowledgebase is up-to-date and optimized for efficient Incident resolution
• Participate in formal process Incident process roadmap and new services planning, as pertains to Incident
  
  

Problem Management

• Liaise with existing team to manage the root cause identification, recording, investigation, and removal of existing causes of service failure
• Proactively identify and seek to avoid potential causes of service failure
• Coordinate technical support to lead/assist in the minimization of consequences of service failure (work-arounds)
• Maintain knowledgebase problems, known errors, and work-arounds
  
  

Change Management

• Manage changes to configuration items to maximize business benefit while minimizing risk
• Chair the Change Advisory Board, in accordance with existing Change documentation
• Convene Emergency CAB, as appropriate
• Ensure all concerned parties are aware of planned changes
• Ensure compliance with change processes (accountability, impact analysis, validation)
  
  

Knowledge Management

• Develop and manage Service Knowledge Management Systems for enterprise IS department.
• Develop, implement, manage and continuously improve knowledge management processes in accordance with industry best-practices
• Manage day-to-day I/O for ITSM team knowledgebase to maximize business benefits
• Responsible for critical assessment and harvesting knowledge in the enterprise to support service delivery
  
  

Configuration Management

• Manage changes to configuration items in such a way as to deliver business benefit while minimizing risk
• Plan the structure and content of the CMDB
• Manage the CMDB info held about infrastructure components and relationships
• Help to assess the full impact of the proposed changes
• Generate relevant CM standards, policies, and plans
• Perform configuration audits
  
  

Desired Skills And Experience

• At least 3- 5 years demonstrable experience providing broad based technical support to end users of networks, desktops/laptops, and applications in order to effectively understand and resolve users' concerns, which range from the ordinary to the complex.
• Bachelor’s Degree in related Computer Science areas or equivalent experience required.
• Certified in ITIL Foundations version 3
• Experience in health care environments preferred.
• Understanding of the needs, objectives and constraints of ITSM operations and management
• Proficient in the use of metrics used for decision-making
• Ability to make clear decisions in stressful situations
• Exceptional listening, facilitation, conceptual thinking skills
• Proficient in the use of a range of problem solving techniques
• Ability to break down complex problems into manageable elements
• Well respected, authoritative, strong communication skills, ability to manage and delegate
• Good understanding of the services, customer dependencies, the IT infrastructure components, and the service development life-cycle
• Able to balance the need for info against a desire to record data
• Exceptional customer service, interpersonal, presentation, and communication skills required to interact effectively with all levels of the organization and external contacts.
• Ability to work flexible schedules to meet job requirements; requires occasional after-hours support and overnight travel.
• Positive professional image
  
  

Veradigm is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse and inclusive workforce.

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