We have an exciting opportunity to join our team as an IT Service Management Analyst II.
The IT Service Management Analyst II, under the supervision of the IT Service Manager, and in accordance with ITIL best practices will be involved in all aspects the service management for MCIT. Areas this position will encompass duties in Change, Incident, SLA/OLA and CMDB environments. This position encompasses process improvement and the analysis of trending within each environment.
Overview of role by area:
Change/Request: Analyses the risk and impact of proposed changes, and manages communication throughout the lifecycle of a change. Provides guidance to junior resources for assessing operational impact as necessary. The goal for the position is to support the safe execution of all MCIT changes to the entire production environment.
Incident/Outage: Ensures availability of all Medical Center IT systems at all times, by ensuring teams are engaged in a timely manner and work collaboratively to resolve the Priority 2 Major Incident following ITIL best practices. Has primary responsibility for managing Priority 1 incidents that have enterprise wide service impact including notifying leadership and providing management level communications.
CMBD/SLA: Supports the Configuration Management process and leverages the value of the repository to assess impacts for proposed changes and identify the scope of services affected during major incidents. Provides process improvement expertise to operational teams to achieve established Service Level Agreements.
Apply a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative.
Support the design, development, delivery and management of communications.
Conduct impact analyses, assess change readiness and identify key stakeholders.
Provide input, document requirements and support the design and delivery of training programs.
Provide Guidance to junior resources for assessing operational impact
Proposes enhanced or new approaches to the IT Change Manager related to any process, procedure or workflow improvements.
Coordinate operational support response with MCIT application and infrastructure teams to resolve issues or develop work around to restore services for high priority problems
Generate notifications status updates to MCIT Leadership for service outages
Proactively analyze problem activity to generate basic performance metrics and identify trend analysis for potential service improvement opportunities.
Work with technical teams and business operations to implement improvements in service delivery and support
Investigate Critical/Complex incidents and issues identified as problems.
Initiate Problem investigations and root cause analysis in conjunction with the problem owner.
Communicate to Senior Management on progress periodically
Perform root cause analysis techniques with Subject Matter Experts who own the incident
Promote the Service Management vision to top-level/ senior management
Ensure that all relevant staff have the required technical and business understanding, knowledge and training in the process, and are aware of their role in the process
Coordinates design work for CI discovery and other data import methods
Ensure that the SLA/OLA process is adhered to by Support team
Validation of data and quantify area for improvement
Define the Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) for the process
Reporting on breeches to SLA/OLA
B.S. or equivalent degree in information services, engineering, business or related field required.
At least 7 years’ experience in the Information Technology field with a minimum of 3 years in the Service Management discipline, preferably in a large scale systems operational organization.
Experience with hands-on implementation of ITIL best practices desired. ITIL v3 Foundations certification required.
Other ITIL service lifecycle certifications desired.
Excellent analytical and organizational skills.
Strong facilitation and communications skills both verbal and written.
Commitment to work collaboratively and create a positive team environment with a proven ability to manage priorities and work on a variety of projects.
A basic understanding of enterprise server/storage/backup/DB/Application solutions supporting a large enterprise environment.
Experience with process design and process improvement methodologies is preferred.
The applicant must be a team player that will help create a positive team environment and has the proven ability to work on a variety of projects.
The applicant must have experience working in or supporting large enterprise environment have basic understanding of enterprise server/storage/backup/DB/Application solutions.
Other ITIL service lifecycle certifications desired. Experience with process design and process improvement methodologies is preferred.
Qualified candidates must be able to effectively communicate with all levels of the organization.
NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.
NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision.
NYU Langone Health, a world-class patient-centered integrated academic medical center, is one of the nation's premier centers for excellence in clinical care, biomedical research, and medical education. Located in the heart of Manhattan, NYU Langone is composed of four hospitals – Tisch Hospital, its flagship acute care facility; Rusk Rehabilitation; the Hospital for Joint Diseases, one of only five hospitals in the nation dedicated to orthopaedics and rheumatology; and Hassenfeld Children's Hospital, a comprehensive pediatric hospital supporting a full array of children's health services across the medical center – plus the NYU School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. The medical center's tri-fold mission to serve, teach, and discover is achieved 365 days a year through the seamless integration of a culture devoted to excellence in patient care, education and research. For more information, go to www.nyulangone.org.