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Other Non-Clinical Professional
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Adventist IT

GENERAL SUMMARY: This position will be responsible for the day to day execution of Service Management processes. The Senior Analyst is the coordinator within the processes for AHS-IS.

PRINCIPAL DUTIES AND JOB RESPONSIBILITIES: Service Management Adheres to the service management processes when executing the tasks associated with service design, service transition or service operations (e.g., change, event, problem, and incident). Acts as liaison between process owners, managers and users to validate process improvement opportunities. Ensures all parties understand ownership and accountability between service management supporting teams. Provides training on service management processes and tools. Stays current with emerging trends in service management, proposing and developing plans to further the function. Mentors other team members who may be less experienced in service management area in meeting various business needs. Assists in facilitating and promoting organizational change. Acts as SME with teams to design test plans and functional test cases. Coordinates appropriate testing with end users. Identifies and documents risks, issues and works with teams to develop mitigation strategies. Audit and maintain all relevant Service Management documentation. Provide management reports summarizing process compliance. Collaborate with peers in key process areas (e.g., change, event, problem, and incident). Continual Service Improvement (CSI). Process Area Service Asset & Configuration Management Enable and support the SACM process with focus on Data integrity and accuracy Assist in the development of ROI calculation to show value of SACM (ITAM) for Hardware rationalization, SAM Reconciliation, and Security response Own and maintain the accuracy of the Configuration Management (CMDB) and IT Asset (AMDB) Databases Report on Critical Success Factors (CSF) & Key Performance Indicators (KPIs) Own and maintain the IT Service Management tool of choice for Adventist IT Maintain Service Levels set by the organization in supp ort of SACM processes and the IT Service Management tool Provide education and training when needed on the IT Service Management tool and SACM processes Support SACM Analysts through training and mentoring of the tools and processes.


Qualifications:


KNOWLEDGE AND SKILLS REQUIRED: Demonstrates the ability to achieve objectives via influence of others Ability to communicate both written and verbally with all levels of the enterprise.

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