Senior Service Management and Performance Analyst

H. Lee Moffitt Cancer Center

Tampa, FL

Job posting number: #7067490 (Ref:hlj_26374)

Posted: July 3, 2020

Application Deadline: Open Until Filled

Job Description

 

Senior Service Management and Performance Analyst

Position Highlights:

The Senior Service Management & Performance Analyst will partner and collaborate with all levels of IT management and staff to lead change and drive systematic improvements across our core services with respect to service management/service delivery.  The incumbent works with the business and service providers to define the proper metrics and KPIs in evaluating service delivery quality and performance levels.  

The role will be responsible for providing the following primary functions:

  • Develop and maintain the strategic vision, road-map, governance structures, and life-cycle for IT Service Management (ITSM) functions
  • Streamline and standardize all aspects of ITSM
  • Mature ITSM through the design, implementation and optimization of necessary processes
  • Define, develop and deploy standard processes across core ITIL functions; and define and implement standard processes for roll-out of new products and services
  • Redesign and automate fulfillment work-flows utilizing Lean and Six Sigma methodologies; perform ongoing process assessments and quality assurance audits to evaluate effectiveness of IT processes
  • Develop, implement, monitor and report on key performance metrics across all services
  • Perform complex and critical analysis to create data driven decision making and identify optimization opportunities
  • Understand customer objectives and evaluate products and services to identify and communicate value
  • Ensure IT delivers quality services to customers in a cost effective manner
  • Facilitate cross-functional collaboration and communication structures within IT; develop and maintain critical relationships and communication mechanisms with the business to identify expectations and monitor satisfaction
  • Provide necessary training and education to management and staff to facilitate ITSM maturity and improve overall service delivery

The Ideal Candidate:

  • Possesses knowledge and expertise in IT service life-cycle management models and frameworks (e.g., ITIL) and process improvement frameworks (e.g., Six Sigma, TQM).

Responsibilities:

  • ITSM Strategic Design & Program Management
  • Service Management Standards
  • Work-flow Automation and Process Design & Optimization
  • Performance Management
  • Data Analytics
  • Value Proposition & Realization
  • Process Improvement Program Management
  • Best Practice Research
  • ITSM Training & Communication

Credentials and Qualifications:

  • Bachelor’s Degree** - IT, Industrial Engineering, or closely related field is preferred
  • ITIL, COBIT, or other ITSM framework* (or obtain within 6 months)
  • Minimum ten (10) years relevant experience in IT service management, process improvement, project management, and/or program development.
    •    - OR - **Associate’s with an additional two (2) years IT systems analysis and support plus the ten (10) years (for a total of 12 years) system implementation and support of applications may be considered "in lieu of" a Bachelor's degree.
    •    - OR - ** High School diploma/GED with an additional five (5) years IT systems analysis and support plus the ten (10) years (for a total of 15 years) system implementation and support of applications may be considered "in lieu of" a Bachelor's degree.
  • Minimum three (3) years relevant IT experience in a healthcare setting is required (may be inclusive of the overall experience listed above).
  • Must be innovative in identifying means to improve IT service quality within established boundaries; acts as a change agent to implement and manage quality improvement processes in service delivery management.

Preferred:

  • Lean and/or Six Sigma certification
  • Relevant experience in a research, academic, or scientific environment is a plus.
  • Microsoft SharePoint site design and administrator experience. Ability to quickly learn new tools and theories in process improvement, project management, and change management.
  • Experience with simulation modeling, optimization modeling, and Microsoft Access

Additional Skills/Specialized Training Required:

  • Strong critical thinking, problem-solving, analytical, process improvement, work-flow modeling, project management, and facilitation skills.
  • Excellent development skills and ability to customize materials and communications to meet the unique needs of various audiences such as staff, faculty, management, senior leadership, and staff.
  • Excellent proofing skills with strong attention to detail to produce accurate and high-quality deliverables.  Demonstrated passion for consistent delivery of high-quality work.
  • Ability to work as a team in a highly collaborative environment that promotes shared ownership.
  • Ability to develop strong working relationships and compromise, persuade and negotiate effectively.
  • Self-motivated with ability to prioritize multiple objectives under tight deadlines and ability to work independently with little to no oversight
  • Experience with advanced features of Microsoft Excel, PowerPoint, Visio, and Word. Experience with one or more commercial ITSM solutions
  • Possesses knowledge and expertise in IT service life-cycle management models and frameworks (e.g., ITIL) and process improvement frameworks (e.g., Six Sigma, TQM).

 

 



Mission To create a Moffitt culture of diversity and inclusion as we strive to contribute to the prevention and cure of cancer. Vision Moffitt Cancer Center is recognized as the model wherein the diversity of our employees and communities is valued and supported as essential components to contributing to the prevention and cure of cancer. The cancer center is an equal opportunity employer. It is the policy of the cancer center to prohibit unlawful discrimination and harassment of any type and to afford equal employment opportunities to workforce members and applicants, regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, disability, genetic information, veteran’s status or any other characteristic protected by federal, state or local law.


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