IT Service Management Process Analyst

Business Systems Analyst

Can hire in our east, west, or south regions. Will work in a hybrid environment with an onsite requirement two times per week. This Business Systems Analyst role provides critical organization-wide design and support of our Corewell Health IT Service Management program. This role is a process manager for Digital Services Major Incident Management, Incident Management, and Problem Management processes, including designing, implementing, and operationalizing our critical impact technical response. This role directly coordinates and is a central focal point for the Incident Command Organization. It also supports the Problem Management lifecycle for any of our applications or infrastructure. It provides Incident record technical integration and user interface design. This role helps reduce impact to our Service Desks and our larger DS teams by resolving and facilitating root cause analysis. It also provides training and education, policy and standards, and process improvement intake to all users of these processes. The ITSM program leverages ITIL best practices to design and implement industry-leading processes. This role will function within the SAFe methodology to organize and prioritize work in program increments. This role will also participate in an on-call rotation to support incident response.

Essential Functions:

• Aware of the implications of applying new/differing technology to the current business or clinical environment, utilizes research and analysis, along with an understanding of relevant business or clinical systems and industry requirements, to define medium-to large sized systems scopes and objectives, for developing new, or improving existing, information systems.
• Performs business analysis, working with users to define their needs and then documenting those requirements.
• Collaborates with others to troubleshoot issues with existing systems.
• Remains current with business or clinical requirements and needs, based upon future industry trends and changes, and understands the implications for existing technology.
• Provides mentorship to less senior team members and is accountable as a role model for customer service excellence.

Qualifications Required:

• Bachelor's Degree or equivalent
• 5 years of relevant experience in the field
• Willing to work on-call outside of regular business hours once per month.

Preferred:

• Master's Degree or equivalent
• 7 years of relevant experience including experience formulating and defining systems scopes and objectives
• Experience working in ITSM/ITIL
• Experience in systems development lifecycle including, requirements gathering and design
• Participant in multiple phases of an integrated system implementation
• Background in health care, sciences or information systems

About Corewell Health:

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

How Corewell Health cares for you:

Comprehensive benefits package to meet your financial, health, and work/life balance goals. On-demand pay program powered by Payactiv. Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more! Optional identity theft protection, home and auto insurance, pet insurance. Traditional and Roth retirement options with service contribution and match savings.

Primary Location: SITE - Corewell Health Place - 100 Corewell Drive NW - Grand Rapids

Department Name: Service Management Operations

Employment Type: Full time

Shift: Day (United States of America)

Weekly Scheduled Hours: 40

Hours of Work: 8:00 a.m. to 4:30 p.m.

Days Worked: Monday to Friday

Weekend Frequency: Variable weekends

Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief. Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category. An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team. You may request assistance in completing the application process by calling 616.486.7447.