Freeman Health System
Our Mission
To improve the health of the communities we serve through contemporary, innovative, quality healthcare solutions.
Schedule: Full Time
About Us -
Information Technology (IT) Flexible scheduling On the job training Gain exposure to new and advanced technology in the healthcare setting What You'll Do
The Application Analyst - ITSM is responsible for the development, design, administration, and continuous improvement of IT Service Management (ITSM) and IT Asset Management (ITAM) solutions, primarily using Ivanti, to enhance service delivery across Freeman Health System. This role collaborates with the Service Desk Manager, IT leadership, and external stakeholders to implement solutions that meet organizational and departmental needs. The analyst also supports the adoption of ITSM and ITIL best practices throughout the organization and may be assigned additional duties to support operational goals.
Responsibilities:
Designing and implementing IT service management processes like incident management, problem management, change management, and service request management. Analyzing existing IT services and processes to identify areas for improvement and proposing solutions to enhance efficiency and customer satisfaction. Leverage ITIL and other best-practice frameworks Managing and supporting IT service management tools and platforms, ensuring they are effectively configured and utilized. Create and maintain documentation pertaining to the adoption and execution of designated ITSM and ITAM best practice methodologies Working with cross-functional teams, including IT staff, business units, and stakeholders, to ensure the effective delivery of IT services. Developing and maintaining process documentation, training materials, and knowledge base articles to support ITSM processes. Collaboratively determine appropriate metrics to monitor and measure effective utilization and ongoing maturation of assigned ITSM practices and related processes Effectively utilize data from ITSM systems to develop and publish reports and dashboards that effectively meet various stakeholder needs for data analysis and visualization Assist with organizational change management through individualized training and support for various stakeholders and the design of communications that alert stakeholders to process updates and drive adoption Monitoring key performance indicators (KPIs) for IT services, analyzing data, and generating reports to track performance and identify trends. Supporting the management of SLAs, ensuring that service delivery meets agreed-upon standards. Implementing and managing a Continual Service Improvement program to continuously improve IT service management practices. All other duties as assigned Requirements
Associate's degree in healthcare, Information Technology, Business, or related field (2 years of relevant experience may be considered in lieu of degree in addition to experience below). 2+ years supporting, maintaining, and configuring IT Service Management applications/platforms. Candidates with an equivalent combination of experience, education, certification, and demonstrated proficiency in a similar or related role will also be considered Preferred Requirements:
2+ years supporting, maintaining, and configuring IT Service Management applications/platforms strongly preferred. ITIL, Ivanti, ServiceNOW Certifications Freeman Perks and Programs
For eligible full time and part time employees Freeman offers a wide variety of career opportunities, a great work culture and generous benefits, most starting day one! Health, vision, dental insurance Retirement with employer match Wellness program with discounts to Health Insurance or Cash Bonus with Participation Milestone payments with longevity of employment Paid Time Off (PTO) or Flex time off (FTO) Extended Sick pay Learning Center designated only for Freeman Family members Payroll deduction at different locations such as The Daily Grind, Freeman Gift Shop, Cafeteria, etc.
#LI-DNI
To improve the health of the communities we serve through contemporary, innovative, quality healthcare solutions.
Schedule: Full Time
About Us -
Information Technology (IT) Flexible scheduling On the job training Gain exposure to new and advanced technology in the healthcare setting What You'll Do
The Application Analyst - ITSM is responsible for the development, design, administration, and continuous improvement of IT Service Management (ITSM) and IT Asset Management (ITAM) solutions, primarily using Ivanti, to enhance service delivery across Freeman Health System. This role collaborates with the Service Desk Manager, IT leadership, and external stakeholders to implement solutions that meet organizational and departmental needs. The analyst also supports the adoption of ITSM and ITIL best practices throughout the organization and may be assigned additional duties to support operational goals.
Responsibilities:
Designing and implementing IT service management processes like incident management, problem management, change management, and service request management. Analyzing existing IT services and processes to identify areas for improvement and proposing solutions to enhance efficiency and customer satisfaction. Leverage ITIL and other best-practice frameworks Managing and supporting IT service management tools and platforms, ensuring they are effectively configured and utilized. Create and maintain documentation pertaining to the adoption and execution of designated ITSM and ITAM best practice methodologies Working with cross-functional teams, including IT staff, business units, and stakeholders, to ensure the effective delivery of IT services. Developing and maintaining process documentation, training materials, and knowledge base articles to support ITSM processes. Collaboratively determine appropriate metrics to monitor and measure effective utilization and ongoing maturation of assigned ITSM practices and related processes Effectively utilize data from ITSM systems to develop and publish reports and dashboards that effectively meet various stakeholder needs for data analysis and visualization Assist with organizational change management through individualized training and support for various stakeholders and the design of communications that alert stakeholders to process updates and drive adoption Monitoring key performance indicators (KPIs) for IT services, analyzing data, and generating reports to track performance and identify trends. Supporting the management of SLAs, ensuring that service delivery meets agreed-upon standards. Implementing and managing a Continual Service Improvement program to continuously improve IT service management practices. All other duties as assigned Requirements
Associate's degree in healthcare, Information Technology, Business, or related field (2 years of relevant experience may be considered in lieu of degree in addition to experience below). 2+ years supporting, maintaining, and configuring IT Service Management applications/platforms. Candidates with an equivalent combination of experience, education, certification, and demonstrated proficiency in a similar or related role will also be considered Preferred Requirements:
2+ years supporting, maintaining, and configuring IT Service Management applications/platforms strongly preferred. ITIL, Ivanti, ServiceNOW Certifications Freeman Perks and Programs
For eligible full time and part time employees Freeman offers a wide variety of career opportunities, a great work culture and generous benefits, most starting day one! Health, vision, dental insurance Retirement with employer match Wellness program with discounts to Health Insurance or Cash Bonus with Participation Milestone payments with longevity of employment Paid Time Off (PTO) or Flex time off (FTO) Extended Sick pay Learning Center designated only for Freeman Family members Payroll deduction at different locations such as The Daily Grind, Freeman Gift Shop, Cafeteria, etc.
#LI-DNI