Business Analyst (ITSM)

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Job description

3D Technology Group, LLC is seeking a talented Business Analyst (ITSM) to join our growing team!

Who We Are

3-D Technology Group, LLC is a national information technology (IT) services company dedicated to enabling every healthcare organization to achieve more. As a trusted healthcare partner, we help clients optimize clinical and operational performance through our professional and managed IT services.

Our experienced and dedicated associates focus on improving the patient experience of care (including quality, safety, and satisfaction); improving the health of populations; reducing the cost of health care; and improving the clinician and caregiver experience.

We are committed to exceeding client expectations for quality and service by Defining, Designing, and Deploying real working solutions that deliver value every day.

Our deep understanding of healthcare operations, client's needs, and existing and emerging technologies enables innovation and business transformation safely, quickly, efficiently, and effectively.

With over 20 years' experience and fueled by hiring only the best employees in the industry, 3D has provided services to well over 1,000 hospitals and clinics nationwide including some of the most successful healthcare providers in the country.

Position Summary:

The Business Analyst (ITSM) will be working with the Incident process owner, specifically in the service support area. This includes incident, problem and change, release, and configuration. Working closely with Incident Manager, the Business Analyst (ITSM) will ensure that all necessary documentation is in place. With a background in ITIL framework, having a strong understanding of service support, incident, problem, change, release, and configuration management. This role must have the ability to translate information and compose, process documentation, standard operating procedures, and other documents in preparation of project go live initiatives.

Responsibilities:

• Day to day support and administration of IT Service Management tool and edge applications
• Drive change and adoption of IT Service Management toolset and processes
• Write technical documentation and resolve complex issues
• Gathering requirements, functional design, testing, and working with IT Service Management processes
• Express complex technical concepts in terms that are understandable
• Works with all facets IT includes infrastructure services and application, networks with other Analysts to understand how IT solutions are deployed in other areas
• Demonstrate flexibility and the ability to learn quickly to develop effective working relationships across a diverse team of functional, technical, and IT Service Management partners
• Lead and deliver small projects
• Support software delivery as needed with specifications, user stories development and acceptance testing.

Requirements:

• Bachelor's degree in Management Information Systems or related discipline preferred
• 2 - 3 years of experience working in an information technology sector
• ITIL certification preferred
• Experience with IT production and service delivery environments, including operating systems, applications, networks, servers, and associated hardware and software
• Working knowledge of Agile and other development methodologies
• Advanced knowledge and expertise with lifecycles for IT programs, IT projects, systems development, and IT production operations
• Strong knowledge of IT production processes, such as change management, configuration management, release management, and lifecycle management
• Experience must include knowledge of IT best practices and process tools
• Proven business process analysis, strong interpersonal skills and team orientation

Core Competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
• Written Communication - Able to read and interpret written information.
• Teamwork - Contributes to building a positive team spirit.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment.
• Attendance/Punctuality - Is consistently at work and on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments.

We are an equal opportunity employer. This position requires a successful drug screen and background testing. To be considered for the position, candidates must be eligible to work in the United States without sponsorship.