Senior ITSM Analyst (Managed Print Services)
Primary Location San Diego, California
Worker Location Flexible
Facility Clairemont Mesa Medical Offices
Job Number 1328155 Date posted 01/02/2025
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Description:
Essential Responsibilities:
Overview: The candidate must be able to travel between various Kaiser Permanente facilities within the San Diego area.
Job Summary:
This individual contributor is primarily responsible for managing ITSM process implementation, measuring and reporting on risk matters within IT, and testing and maintaining contingency procedures.
Essential Responsibilities:
- Completes work assignments and supports business-specific projects by applying expertise in subject area; supporting the development of work plans to meet business priorities and deadlines; ensuring team follows all procedures and policies; coordinating and assigning resources to accomplish priorities and deadlines; collaborating cross-functionally to make effective business decisions; solving complex problems; escalating high priority issues or risks, as appropriate; and recognizing and capitalizing on improvement opportunities.
- Practices self-development and promotes learning in others by proactively providing information, resources, advice, and expertise with coworkers and customers; building relationships with cross-functional stakeholders; influencing others through technical explanations and examples; adapting to competing demands and new responsibilities; listening and responding to, seeking, and addressing performance feedback; providing feedback to others and managers; creating and executing plans to capitalize on strengths and develop weaknesses; supporting team collaboration; and adapting to and learning from change, difficulties, and feedback.
- Guides and supports ITSM process and/or service implementation for designated ITSM initiatives by documenting process and/or service requirements and acceptance criteria from process owners and key stakeholders.
- Assists in the preparation of release notes, training materials, and documentation in appropriate repositories.
- Collaborates with IT functions to develop and implement performance metrics and measurement tools.
- Guides and supports ITSM process and/or service improvement efforts for designated initiatives by cultivating strong collaborative working relationships with cross-functional teams on process improvement projects.
- Evaluates business needs, organizational characteristics, and industry best-practices to identify gaps or deficiencies in new and existing processes, services, and service portfolios.
- Participates in the development, documentation, maintenance, and auditing of ITSM processes and procedures.
- Identifies, evaluates, and recommends process and/or service improvements and third-party tools for implementation to process owners.
- Collaborates with cross-functional stakeholders (for example, IT and business partners) to support alignment, synergy, and application of standardized processes and procedures.
- Provides support and training to users as needed to ensure proper process and/or service execution.
- Analyzes and validates process and/or performance metrics against success criteria to ensure effective control of expected deliverables.
- Provides recommendations to process and/or service owners for mitigating performance deficiencies.
- Investigates performance deviations to drive adherence with defined ITSM policies and procedures.
- Advocates compliance with ITSM policies and procedures across the enterprise.
- Assists with negotiation of statements of work (SOWs) with service providers related to the development, implementation, delivery, and/or maintenance of ITSM processes, services, and/or tools.
Minimum Qualifications:
- Minimum two (2) years in a leadership role working with process or service teams.
- Bachelors Degree in CIS, Business Administration, or related field and
Minimum six (6) years IT experience, including Minimum two (2) years implementing or supporting ITSM processes or services. Additional equivalent work experience may be substituted for the degree requirement.
Additional Requirements:
Preferred Qualifications:
- Two (2) years of work experience in a role requiring interaction with senior leadership (e.g., Director level and above)
- Three (3) years experience working in a large matrixed organization.
- Two (2) years experience working within an IT Infrastructure Library (ITIL) framework.
- Two (2) years experience in the development and delivery of IT process/service metrics and reporting.
- One (1) year experience in IT quality assurance, including data analytics.
- Two (2) years experience in organizational change management.
- Three (3) years experience writing documentation or standard operating procedures related to IT support or deployment.
- ITIL Foundations certification.
Primary Location: California,San Diego,Clairemont Mesa Medical Offices
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri
Working Hours Start: 08:00 AM
Working Hours End: 05:00 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Flexible
Employee Status: Regular
Employee Group/Union Affiliation: NUE-IT-01|NUE|Non Union Employee
Job Level: Individual Contributor
Specialty: ITSM
Department: KPIT ADMIN - ITO EUS PRINT LFCYCL - 9601
Pay Range: $114500 - $148170 / year
Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.
Travel: Yes, 25 % of the Time
Flexible: Work location is on-site at a KP location, with the flexibility to work from home.
Worker location must align with Kaiser Permanente's Authorized States policy.
At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest
