IT Process Analyst III – Change Management Team
Cleveland Clinic
full-time
Posted on:
Location Type: Remote
Location: Ohio • United States
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About the role
- Define current state processes in areas where process is vague, weak, or undocumented.
- Document future state processes, or next iterations of current processes such as Incident Management, Problem Management, Service Asset and Configuration Management, Change Management, Knowledge Management, Project and Portfolio management, Test Management, Facilities Management, HR Management and Request Fulfillment.
- 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.
- Act independently to review operational processes with other key IT and business entities and work closely with IT to efficiently operationalize key processes.
- Conduct research, develop, and recommend solutions to integrate people, processes, and technology to improved 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
- ITIL Foundations certification is required within 6 months of position start date
Benefits
- Health insurance
- 401(k) matching
- 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
Agile ScrumWaterfall methodologiesprocess documentationIT operationsIncident ManagementProblem ManagementService Asset and Configuration ManagementChange ManagementKnowledge ManagementProject and Portfolio management
Soft Skills
team playercustomer service orientationprocess documentation skillspresentation skillswritten communication skillscoachingtrainingorganizational changeguidanceindependent review
Certifications
ITIL Foundations