Senior It Service Management Analyst

Work Schedule :

This is a full-time, 40 hours per week position scheduled to work Monday through Friday, with core hours between the hours of 8:00 AM – 5:00 PM. Applicants hired into this position can work hybrid from WI or IL. This will be discussed during the interview process.

Be part of something remarkable

This position will have full life-cycle ownership of IT Service Management (ITSM) processes within an IT Infrastructure Library (ITIL) framework utilizing ITSM tools; define, monitor, and maintain IS Key Performance Indicators (KPIs) and Metrics; create interactive operational dashboards; provide educational materials and training on ITIL and ITSM; and facilitate and collaborate on continual process improvements.

We are seeking a Sr IT Service Management Analyst to:

• Educate, and support our user community to optimize organizational ITSM and ITIL maturity adoption.
• Approach ITSM process ownership in an agile ITIL framework
• Create and maintain process roadmaps and prioritize request backlog in support of the UW Health plans/initiatives.
• Be part of supporting remarkable healthcare.
• Develop processes and related technology configuration design along with documented workflow and data flow diagrams.

At UW Health, you will have :

• An excellent benefits package, including health and dental insurance, paid time off and retirement plans.
• Access to UW Health’s Wellness Options at Work that support employee/family well-being.
• Tuition benefits eligibility - UW Health invests in your professional growth by helping pay for coursework associated with career advancement.
• Options for a variety of schedules and shifts that offer flexibility and allow for work-life balance.

Education :

Minimum – Associate Degree in Healthcare, Information Technology, Business, or related field (2 years combination of relevant experience and education may be considered in lieu of degree in addition to experience below)

Preferred – Bachelors or Master’s degree in Healthcare, Information Technology, Business, or related field strongly preferred.

Work Experience :

Minimum –

• Demonstrated success in both independent and collaborative project efforts
• Demonstrated success aligning with standards, policies, and procedures
• Demonstrated success automating and/or continually improving Information Services systems or processes.
• Demonstrated success creating status or progress reports/dashboards
• Demonstrated success in mentoring peers

Preferred – 7 years of extensive experience in service and support of Information Technology, accountable for full product or process lifecycle

Licenses and Certifications :

Preferred –

• Relevant vendor or industry certifications (e.g., ServiceNow, PMP, etc.)
• ITIL, Six Sigma, Lean

Our Commitment to Diversity, Equity, and Inclusion

UW Health is committed to being a diverse, equitable, inclusive and anti-racist workplace and is an Equal Employment Opportunity, Affirmative Action employer. Our integrity shines through in patient care interactions and our daily work practices as we work to embrace the knowledge, unique perspectives and qualities each employee and faculty member brings to work each day. Applications from Black, Indigenous and People of Color (BIPOC) individuals, LGBTQ+ and non-binary identities, women, persons with disabilities, military service members and veterans are strongly encouraged. EOE, including disability/veterans.

UW Health Administrative Facilities - UW Health has administrative locations throughout Madison and beyond where thousands of employees provide vital support to our clinical areas. These locations are home to departments such as Access Services, Compliance, Human Resources, Information Services, Patient Medical Records, Payroll and many others.

UW Hospital and Clinics benefits