IT Process Analyst III – Change Management
Cleveland Clinic
full-time
Posted on:
Location Type: Remote
Location: Ohio • United States
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About the role
- Help define and manage one or more ITIL process areas—such as Incident Management, Service Level Management, Change Management, Configuration Management, or other IT enterprise processes
- Support for the Epic Data Courier application and become a Data Courier Administrator
- Assist caregivers with system changes, troubleshoot issues, and review related processes to ensure efficiency and compliance
- Define current state processes in areas where process is vague, weak, or undocumented
- Document future state processes or next iterations of current processes
- Define and document design requirements to support all process implementations using Agile Scrum SDLC and/or Waterfall methodologies
- Champion organizational change and adoption of service management best practices by providing coaching and training until processes become engrained into the culture
- Provide guidance and input to stakeholders, leaders, developers and quality assurance testers throughout the ITSM program
- Conduct research, develop, and recommend solutions to integrate people, processes, and technology to improve IT process principles
Requirements
- Bachelor's degree in Information Technology/Computer Science or related field and five years of experience in information technology dealing with applications development and support, or end user training, or equivalent experience in an operational or financial role utilizing the systems or data generated by the systems supported by this position OR High School Diploma/GED or equivalent and more than five years of experience
- Strong team player with high customer service orientation
- Excellent process documentation skills including advanced use of Visio and/or Microsoft Office to document workflows
- Strong knowledge of IT operations
- Strong presentation and written communication skills
- Epic Build experience
- For Information Technology Division caregivers, ITIL Foundations certification is required within 6 months of position start date
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ITIL process managementAgile Scrum SDLCWaterfall methodologiesprocess documentationEpic Data Couriertroubleshootingdesign requirementssystem changesIT operationsworkflow documentation
Soft Skills
team playercustomer service orientationpresentation skillswritten communicationcoachingtrainingstakeholder guidanceorganizational change managementprocess improvementcollaboration
Certifications
ITIL Foundations certification