Analyst - Service Management - Toronto, Canada - University Health Network

University Health Network

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

ANALYST, SERVICE MANAGEMENT

Posting #: 926709

Union:
Non-Union

Site:
Princess Margaret Hospital

Department:
UHN Digital

Reports to:
Manager, ITSM

Hours: 37.5 per week

Salary:
$63,539 to $79,424 annually (To commensurate with experience and consistent with UHN compensation policy)

Status:
Permanent Full-Time

Posted Date:
Nov 20, 2023

Closing Date:
Dec 11, 2023

The University Health Network, where "above all else the needs of patients come first", encompasses Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute and the Michener Institute of Education.

The breadth of research, the complexity of the cases treated, and the magnitude of its educational enterprise has made UHN a national and international resource for patient care, research and education.

With a long tradition of ground breaking firsts and a purpose of "Transforming lives and communities through excellence in care, discovery and learning", the University Health Network (UHN), Canada's largest research teaching hospital, brings together over 16,000 employees, more than 1,200 physicians, 8,000+ students, and many volunteers.

UHN is a caring, creative place where amazing people are amazing the world.

Position Summary
The Service Management Analyst is responsible for supporting all aspects of the service management processes. This includes incident management, major incident coordination, change management, knowledge management, configuration management and dashboard reporting activities. The Service Management Analyst will also work to identify opportunities to improve the day-to-day operations of the process.

Duties

Support and enforce established service management standards, procedures and processes
Manage, maintain and document processes, procedures, tasks and documentation related to service management
Coordinate, track and support ongoing ITSM training
Supports the creation and maintenance of ITSM reporting, optimizing the management of data sources and data management.
Automate reporting from data sources where possible
Define and maintain common Service Management reporting formats, data sources and definitions.
Proactively analyzes process activities and process data to identify reporting improvement, process improvements and key areas of focus for operational leads
Facilitates process forums, regular meetings and manages meeting actions
Able to run reports on incident metrics/KPIs on ITSM tool (Service Now) to measure the effectiveness of the service management process.
Supports, change, incident, knowledge and problem managers as required.
After hours on call availability may be required on a rotating schedule to ensure 24/7/365 coverage
Document and report on all work performed in the UHN Digital incident and problem management ITMS tool
Build presentations and reports to demonstrate ITSM metrics, implementation progress and accomplishments
Update knowledge articles, where appropriate
Performs UHN Emergency Fan Out.
Represents UHN Digital in a professional manner with internal and external stakeholders
Interact and escalate with ITSM leads as required

Qualifications

At minimum, completion of a 2 year college program in Computer Science/Information Technology or recognized equivalent required
At minimum over 3 years up to and including 4 years practical and related experiences and/or 1 year onthejob training required
ITIL v3 Foundations
Intermediate Certification (PPO/RCV or ST/SO) an asset
PPO = Planning, Protection & Optimisation
RCV = Release, Control & Validation
ST = Service Transition
SO = Service Operation
Experience with Service Now an asset
Experience in Service Management related function or Business analyst role
Experience working in healthcare or regulated environment of similar complexity preferred
Experience and working knowledge of Incident, Problem and Change Management principles, methodologies and tools required.
Proven leadership, project and organizational skills to work with middle management and execute work activities to meet IT and customer expectations
Understands how various issues affect each other and the impact on the IT environment and the organization's ability to deliver care.
Excellent interpersonal and written communication skills
Ability to manage time and meet multiple deadlines in a fast paced work environment
Detailed orientated, process focused, selfmotivated and the ability to multi task
Communicates in a clear, concise manner both written and verbal.
Able to work with mínimal supervision on simple to moderately complex tasks.
Able to work with multidisciplinary teams in a positive and productive manner.
Ability to effectively deal with high priority unscheduled tasks and problems.
Selfmotivated team player.
Ability to operate a personal computer and working knowledge of Windows