ITSM Business Analyst- Ops Eff
Piedmont HealthcareOverview
At Piedmont Healthcare, you’ll love a shared purpose, be motivated to be your best, and be recognized for your contributions. Piedmont Healthcare leaders are in your corner and invested in your success. Our wellness programs and comprehensive total benefits and rewards will meet your needs for today and help you plan for the future.
Responsibilities
Responsible for researching and understanding all IS Service Center workflows to facilitate effective report writing, analysis and coordination of continuous performance improvement efforts. This includes initiating, executing, and managing IS service center and IS operations improvement initiatives, research, and related projects; data analysis, development and testing of reports, scorecards, and dashboards. Works closely with IS Operations leadership, Business Intelligence, and other stakeholders to develop and maintain strategic and operational dashboards, reports, and scorecards. The Operational Effective Analyst may operationally research and root-cause investigations based on stakeholder requests; collaborates with stakeholders in the development and design of operational changes to improve performance, foster accountability and drive best-in-class customer experiences.
Qualifications
MINIMUM EDUCATION REQUIRED:
Bachelor's degree in computer science, Information Technology, or a related field.
In lieu of degree, six (6) years of relevant work experience will be accepted in addition to the experience requirement.
MINIMUM EXPERIENCE REQUIRED:
One (1) year of progressively responsible analytics, reporting, project management or process improvement experience.
(If no degree, a total of seven (7) years of experience required).
MINIMUM LICENSURE/CERTIFICATION REQUIRED BY LAW:
None.
ADDITIONAL QUALIFICATIONS:
Understanding of healthcare operations and technology.
Certification in Lean, Six Sigma or similar improvement methodologies strongly preferred.
Excellent written and verbal communication skills include presenting ideas clearly and compellingly to executive and staff-level audiences.
Previous experience using or implementing ITSM tools and Contact Center telephone platforms is desired.