Location: Jackson,MI, USA
GENERAL SUMMARY:The ITSM Problem Management Analyst works closely with IT leaders to provide operational support for the Problem Management process by facilitating problem resolution activities across all Henry Ford Health (HFH) IT teams. The role will ensure a robust problem-solving process is deployed to ensure IT services are delivered to meet customer expectations. The ITSM Problem Management Analyst ensures that standardized methods and procedures are used for efficient and prompt handling of all problems in order to minimize the impact of problems upon service quality and consequently identifies opportunities to improve the day-to-day operations of the organization. Additionally, this role will provide operational support for one or more Information Technology Service Management (ITSM) processes; including incident, change, request, or any other processes assigned.PRINCIPLE DUTIES AND RESPONSIBILITIES:Oversees the day-to-day operation of the problem management process by facilitating problem and Root Cause Analysis (RCA) and record maintenance through to completion.Develops and maintains a Known Error Database (KEDB) leveraging the ServiceNow platform.Is responsible for coordinating problem resolution involving internal support groups, vendors, suppliers, customers, and other stakeholders as required.Conducts Root Cause Analysis/Post Implementation Review sessions for high visibility incidents and unsuccessful changes.Detects problems by identifying incident trends in the event management frameworks.Collaborates with other process owners to integrate Problem Management process with other ITIL/ITSM processes.Assist with the generation and maintenance of departmental work instructions and other documentation related to problem management outcomes.Escalates risks and issues to IT leadership to expedite problem resolution, as necessary.Supports Problem Management reporting (KPIs and SLAs).Assists IT Leaders and Process Owners in identifying and planning for Problem Management process improvement projects.Is responsible for the complete process adherence and handling of problems according to SLAs/OLAs.Is accountable for the delivery of Root Cause Analysis and problem resolution within given target duration.Ensures that necessary reports (e.g., RCA, Post Implementation Review, etc.) are shared with IT Leaders and other stakeholders.Ensures Problem Management KPIs are reported, and targets are met.Builds awareness of a Problem Management Processes across all IT teams and acts as a Problem Management Process Expert.EDUCATION/EXPERIENCE REQUIRED:Bachelor's Degree in Information Technology, Management Engineering, Business, or related area.Five (5) years of direct work experienceThree (3) years of direct work experience in a healthcare setting, preferred.ITIL V3 or V4 Foundation certification, preferred. ITIL Intermediate or Practitioner/Specialist certification (V3 or V4) preferred.Experience in a variety of IT and/or Service Management roles, such as Change/Incident/Problem Management or Project Management experience.Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3, TQM or ISO 9000:2000.Strong communication skills and comfortable interacting with multiple levels of an organization, including various levels of management.Proven ability to work independently and as a team member.Excellent ability to manage multiple competing priorities and flexibility to adjust to changing requirements, schedules, and priorities.Familiarity with service management tools (i.e., Service Now).High level of IT literacy – MS Office (Word, Excel, PowerPoint).Additional InformationOrganization: Corporate ServicesDepartment: HFAH 3rd Party AppsShift: Day JobUnion Code: Not ApplicableAdditional DetailsThis posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.OverviewHenry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford's care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation's most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers .BenefitsThe health and overall well-being of our team members is our priority. That's why we offer support in the various components of our team's well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.Equal Employment Opportunity/Affirmative Action EmployerEqual Employment Opportunity / Affirmative Action Employer Henry Ford Health is committed to the hiring, advancement and fair treatment of all individuals without regard to race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height, weight, marital status, family status, gender identity, sexual orientation, and genetic information, or any other protected status in accordance with applicable federal and state laws.