Operational Analytics and Process Support Lead

Welcome to Montage Health’s application process!

Job Description:

The Operational Analytics and Process Support Lead assists the Technical and Operational Support Manager in development, delivery, and improvement of ITIL processes across the HIT Division at Montage Health.  They collaborate with management and staff in HIT departments to monitor and report on the process performance and compliance, and identify opportunities for continuous improvement.  They also coordinate Incident, Problem, and Change Management efforts.

Responsibilities

• Compile data to analyze process performance, document and measure results, and define pathways to success

• Provide insight and recommendations on process development and maturity with the aim of continual service improvement

• Regularly collaborate with management and staff in HIT departments to identify process issues and opportunities of improvement

• Instill service orientation and ITSM awareness across HIT Division

• Assist in the design, implementation, and improvement of ITSM Incident, Problem and Change Management processes across the organization

• Collaborate with teams in HIT and operations to ensure accurate and timely resolution for IT service issues (Incident and Problem Management)

• Collaborate with HIT Communication Manager on clear and concise communication of major incident or outage status and resolution

• Support reviews of Incident and Problem data for trends and recurrence of issues

• Coordinate root cause analysis activities, finding opportunities to reduce the frequency, prevent recurrence, and decrease service-impacting events

• Identify changes in support processes and change the Incident Management process accordingly

• Assist in development and maintenance of the Disaster Recovery and Business Continuity plans for all of IT Infrastructure and Operations

• Serve as back-up to the Process Support Manager in the Change Management process as needed, chairing Change Advisory Board meetings, reviewing and approving Requests for Change, and ensuring compliance with the established policy and procedure

• Assist in the support and maintenance of HIT Configuration Management database (CMDB), performing regular audits

Experience/Competencies:

• Experience in leading cross-functional teams

• Strong leadership and communication skills

• Process and detail-oriented

• Strong organizational skills and project management experience

• Experience setting policies, procedures, and documentation standards

• Assertive and able to hold staff accountable for following established policy and procedure

• Experience creating, documenting and disseminating IT processes and continuous improvement strategies

• Technical background with a general understanding of the technical and application infrastructure and roles

• Proficient in mining data to identify trends, patterns, and signal events, and analyze it to develop insights and recommendations for resolution or improvement

• Experience with ServiceNow workflows

Education/Training/Certification

• Bachelor's degree or equivalent work experience

• ITIL 4 Foundation certification within 90 days of hire

Equal Opportunity Employer

Salary Range (based on years of applicable experience)

$118,872 to $158,932

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Assigned Work Hours:

Full-time (Exempt)

Position Type:

Pay Range (based on years of applicable experience):

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