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Analyst II, Customer Experience Process – CCaaS, ServiceNow
DaVita Kidney CareAnalyst II in Customer Experience Process focusing on ITSM practices on ServiceNow for DaVita. Responsible for operational management of conversational tech for contact centers.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in ITSM practices and process improvement, leveraging tools like ServiceNow and AI technologies to enhance operational efficiency. Capable of leading cross-functional collaborations, developing training materials, and mentoring junior analysts to foster team growth.
Highest-signal resume keywords
ServiceNow ITSM ProficiencyITIL Foundations CertificationProcess Improvement LeadershipData Analysis and Narrative DevelopmentMeeting Facilitation Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisProcess ImprovementDocumentation DevelopmentStakeholder CommunicationAI Tools UtilizationConversational TechnologiesMicrosoft 365 SuiteITSM PracticesTraining Material CreationRequirements Gathering
Soft Skills
CollaborationCoachingMentoringEffective CommunicationProblem-Solving
Tools & Technologies
ServiceNowNice CopilotServiceNow NowAssistAI ToolsMicrosoft 365
Certifications & Qualifications
ITIL Foundations CertificationLean Six Sigma Yellow Belt
Industry Keywords
ITSMProcess GovernanceCross-Functional CollaborationContact Center TechnologiesProcess Maturity
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Completes established tasks that may require discretion or more advanced problem-solving
- Collaborates cross-functionally with ServiceNow/CCaaS Admin teams on AI tools including Nice Copilot, ServiceNow NowAssist, and future state voice agents
- Develops and maintains documentation, training materials, and stakeholder communications to support the adoption and governance of ITSM practices
- 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
- Applies meeting facilitation skills to lead discussions on Process activities (e.g., Process Syncs)
- Leads small-to-medium scale process improvement projects from identification to implementation, including gathering requirements, coordinating with stakeholders, and overseeing execution
- Acts as a designated Subject Matter Expert (SME) on key ITSM processes, providing guidance and support to teammates and stakeholders to foster process maturity
- Coaches and mentors junior analysts in area(s) of expertise, providing oversight on tasks and fostering skill development within the team
- 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
- 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
- 2-4 years of demonstrated IT and/or analytical experience
- Proficiency with ServiceNow ITSM platform
- Skill with Microsoft 365 Suite
- Experience with conversational technologies for contact centers
- ITIL Foundations Certification Required
- Lean Six Sigma Yellow Belt (Preferred)
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.