POSITION SUMMARY

The ITSM Analyst is responsible for the execution of ITSM processes in accordance with Agiliti’s Incident, Problem, Change and Release Management process guidelines. The Analyst ensures that standardized methods and procedures are used for efficient and timely handling of all production ITSM activities to improve service quality and delivery. The individual will work closely with key business partners to guide and assist them on processes, while improving the ITSM policies and procedures in partnership with the ITSM Oversight team.

PRIMARY OBJECTIVES AND RESPONSIBILITIES

Ensure teams are executing on Incident (Event), Problem, Change, Release and Availability Management processes and standard methodologies

Provide input and feedback on reporting/trending so metrics are significant and measurable

Develop trending and baseline for auditing best-practices across ITSM capabilities

Own the company’s Status Website and ensure that products are well organized and have meaningful monitors associated with each product, including tracking SLA/Uptime by product

Assist in publishing clear and crisp incident notifications that provide an update on the impact and mitigation status for high severity incidents

Assist in helping teams keep user subscriptions to the status website current

Lead the Change Management Board (CAB) and coordinate release management activities with product owners and technical change requestors

Ensure adequate communication and awareness prior to changes, releases, and major events (Calendar, TechFlash, Website)

Develop and Lead a Problem Management and Monthly High Severity Incident review meeting

Assign RCA and Problem tasks as needed based on reports and trending

Ensure RCA processes are being followed and in a timely manner

Develop and own knowledge share strategy between product, technical, and support teams

Develop and own methodology for publishing knowledge and how teams will review knowledge

Partner with teams on improvement opportunities based upon findings in ITSM reports/trending

Ownership of Employee Portal, specifically UI navigational ease for employees and ability to request and communicate needs to appropriate fulfillment teams.

QUALIFICATIONS

Minimum 10 years in technical support on IT hardware, software, and desktop peripherals.

Minimum 5 years leading teams in service delivery best practices.

Minimum 5 years working in ITSM and ITIL environments.

Experience in scaled agile organizations a plus.

Experience working in an environment that promotes active listening, transparency, and servant leadership.

Experience in system operations and/or administration a plus.

Prior health industry experiences a big plus.

Strong analytical and problem-solving skills.

Excellent verbal and written communication skills.

ITIL certification preferred (in-house training is available).

KNOWLEDGE, SKILLS, AND ABILITIES

Customer relationship management experience – large / complex enterprise, customer facing and executive level customer relationship and account management experience desired

Experience serving as a customer advocate – able to understand and articulate the needs of the client and deliver on those needs

Proven experience managing customer escalations within a Technical Support environment

Demonstrated ability to develop strong relationships with multiple levels of customer with the ability to obtain a working knowledge in support of their business objectives in relation to the delivery of secure applications and data

Prior experience working for a healthcare IT vendor in a similar role

Knowledge of Agile Development, Product Management, and software defect tracking

Ability to facilitate and manage cross-team collaboration to solve customer issues working with teams in person and virtually

Experience creating concise reports for customers, following customer situations/incidents (Incident reports and RCA.

Project management experience with proven methodologies

Industry certifications (PMP, ITIL, Six Sigma) preferred

Experience working with vendor/partner teams to identify potential issues before they escalate

Broad technology base with emphasis on mobile solutions, virtualization, networking and/or storage is a plus. A solid ServiceNow and Microsoft backgrounds are beneficial

Proven experience leading formal customer meetings with all levels including C levels

Exceptional communication skills (written and verbal)

Ability to travel up to 10% of the time

DISCLAIMER

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department and the company.

It is the policy of Agiliti to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, age, physical or mental disability, genetic information, marital status, status as a veteran, military service, or any other characteristic protected by applicable federal, state, or local civil rights laws. In addition, Agiliti will provide reasonable accommodations for qualified individuals with disabilities. Agiliti strictly prohibits any form of retaliation against individuals who make good faith reports of alleged violations of this policy or who cooperate in Agiliti’s investigation of such reports. Affirmative Action Policy Statements

You may be required to obtain certain vaccinations, or provide proof of current vaccination status, based on customer and/or company requirements. If vaccination is required, Agiliti will provide specific directions and cover the expense at a participating clinic. Please note, this includes the COVID-19 vaccination.

Agiliti offers a robust suite of benefits for regular, full-time, non-union employees including: health insurance options for Medical, Dental & Vision plans, Short- and Long-Term Disability plans, Flexible Spending Accounts, Health Savings Accounts, Life Insurance Options, Paid Time Off, 401K Saving Plan with employer match, Employee Discounts, Tuition Reimbursement, Daily Pay program, Employee Assistance Program, and wellness programs.

Agiliti is an equal opportunity employer and provides reasonable accommodations to employees and applicants consistent with state and federal law.

If you require assistance with your application, please contact recruiting@agilitihealth.com.

Primary Job Location:

Corporate MN

Additional Locations (if applicable):

Job Title:

IT Service Management Analyst

Company:

Agiliti

Location City:

Eden Prairie

Location State:

Minnesota