Analyst I, Customer Experience Process - IT

DaVita Kidney Care

Analyst focusing on customer experience processes and ServiceNow workflows for DaVita's IT division. Supporting HRSD module through data analysis and process improvement initiatives.

Posted 4/26/2026full-timeMalvern • Pennsylvania • 🇺🇸 United StatesJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Completes operational oversight & governance work via Process audits across supported ITSM practices (Knowledge, Incident, Catalog/Request, Problem)
Drives process improvement by liaising with customers to troubleshoot and refine ServiceNow workflows, with the aim to improve efficiency and the user experience
Performs analysis and translates data into compelling narratives to assist product owners and team managers in understanding their product/team’s impact to the greater support landscape
Leverages available resources, including AI tools, to produce ad-hoc deliverables quickly and competently to support process governance and analysis
Communicates effectively across different audiences and multiple mediums
Develops skills in meeting facilitation by leading discussions on Process activities (e.g., Process syncs) with support from leadership and/or senior teammates
Participates in rotation with peers to deliver relevant training & documentation to Process stakeholders

Requirements

What you’ll need

High school diploma, GED, Associate’s degree, or relevant related experience
1-3 years of demonstrated IT and/or analytical experience
Familiarity with ServiceNow ITSM platform
Skill with Microsoft 365 Suite
ITIL Foundations Certification
Lean Six Sigma White Belt (Preferred)
Fluent in the written and verbal skills necessary to successfully perform the essential functions, duties, and responsibilities of the position.

Benefits

Comp & perks

Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more
Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

process auditsdata analysisServiceNow workflowsprocess improvementmeeting facilitationtraining documentation

Soft Skills

communicationtroubleshootingcollaborationleadership

Certifications

ITIL Foundations CertificationLean Six Sigma White Belt