UW Medicine’s IT Services department is looking for an outstanding ITSM Process Analyst to join the team!
What are we looking for?
Patients Are First focus
Customer service mindset
Interpersonal skills and teamwork
Adaptability and flexibility
What are the perks?
Medical insurance at reasonable rates with TEN plans to choose from!
Dental Insurance at no cost to you OR your dependents…AND we have three plans for you to choose from!
10 paid holidays annually!
1 personal holiday every year!
Generous amounts of vacation and sick leave that you can feel good about taking (more than 5 work weeks in your first year)!
TWO Retirement plans to choose from – one even matches 100% of your contributions with immediate vesting!
Voluntary Investment program to save more towards your retirement!
Deferred Compensation program to save even MORE towards your retirement!
Flexible Spending Account...Tax Exempt!
Dependent Care Assistance program!
On-site Childcare Centers!
Long Term Disability insurance!
Life and Accidental Death and Dismemberment insurance!
U-PASS transportation program and discounted parking…PRE-TAX!
Tuition Exemption program – at the UW (and other colleges around the state)!
Housing resources and home buying options!
Auto, home, renter, and boat group insurance!
Valuable membership and merchandise discounts!
Federal student loan forgiveness under the Public Service Loan Forgiveness (PSLF) program!
For all of the specific details on these benefits and more, please click here.
UW Medicine’s Information Technology Services (ITS) department is a shared services organization that supports all of UW Medicine. UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake Campus (UWMC-Montlake), UW Medical Center-Northwest Campus (UWMC-NW), Valley Medical Center (VMC), UW Neighborhood Clinics (UWNC), UW Physicians (UWP), UW School of Medicine (SOM) and Airlift Northwest (ALNW). In addition, UW Medicine shares in the ownership and governance of Children’s University Medical Group and Seattle Cancer Care Alliance (a partnership between UW Medicine, Fred Hutchinson Cancer Research and Seattle Children’s). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all of these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.
The ITSM Process Analyst (‘Analyst’) will ensure UW ITS Change Management Processes and Procedures and other ITIL processes are being adhered to. The incumbent will manage and coordinate changes within ITS; perform continuous improvement tasks to assist in establishing a larger framework of improving processes to ensure the quality and reliability of the infrastructure and business/clinical/research systems of a world class clinical care and research organization.
This position has responsibility to support the IT change management process and procedures as well as incident management and more for the ITS department. The incumbent is responsible for supporting the day-to-day management of the change management process and related ITIL processes. Responsibilities include the following:
Reviewing change requests and ensuring required info are completed and in accordance to the Change Management Process and Procedures.
Understanding change impacts and probability to properly assess change risks against guidelines and criteria. Challenge and correct change risk as required.
Prioritizing change and ensuring appropriate approvers approve change.
Assisting IT Change Manager with chairing the CAB Meeting and monthly process improvement meetings.
Performing follow-ups with appropriate parties to ensure required actions are completed.
Following the Escalation Process and escalate, as required, for process non-adherence. Escalate any issues to the Change Manager.
Identifying opportunities for improvements and assisting the IT Change Manager with continuous improvement efforts.
Assisting IT Change Manager with projects, audits and audit preparations.
Partnering with stakeholders on implementation and improvements.
Gathering appropriate information based on the type of change being investigated.
Associating related CIs, incidents, and services to the change request.
Reviewing change plans and schedules. Planning activities include scheduling the change request, assessing risk and impact, creating plans, defining and sequencing the tasks needed to accomplish the change request, and scheduling people and resources for each task.
Conducting post-implementation reviews (PIRs) to validate the results of the change request.
Communicating and facilitating collaboration and coordination effectively with all parties involved with the change.
Understanding and ensuring the process, procedures, work instructions, and required documentation and tools are used and/or followed.
Ensuring all activities within each phase of the change are documented within the Change Log.
Monitoring the change records in the ITSM and Change Schedule.
Utilizing metrics and reporting to help drive improvement efforts and escalations.
Understanding ITIL practices for Incident, Problem, Asset and Configuration Management.
Ensuring reporting and information to Change Management and other processes are provided.
Ensuring Change Management Key Performance Indicators are tracked and met.
Assisting IT Change Manager in coordinating impact assessment, planning and authorization of RFCs (request for change) in cooperation with members of the CAB and ECAB.
Approving acceptable changes, after consideration of the advice given by the CAB or ECAB.
Ensuring changes are added to the Change Schedule(s) and announcements are distributed.
Persuading and working well with cross-functional teams.
Responsibilities also include driving effective enterprise-wide IT change management (and broader) through change processes and procedures; assisting in developing and implementing best practices, systems and tools; and providing guidance and collaborative process management of the day-to-day ITS change management processes and procedures.
This position requires an understanding of an industry-accepted standard IT change management process (such as ITIL change management) and some experience with various change management methodologies and tools, the ability to look across the enterprise and integrate key information from various major change initiatives, and a keen ability to rally stakeholders and proactively problem-solve. This position desires an understanding of the incident, problem, asset and configuration management processes and effective procedures to support them.
UW Medicine operates in a highly complex business and technical environment consisting of multiple institutions and a highly diverse suite of applications. This position will have familiarity with clinical, business and research applications; infrastructure; and the IT operations that support them. This position must work closely with other ITS staff (i.e. Epic, Cerner, Network, Ancillary, Managed Services, CSI, etc.) and staff in other departments (i.e. UWP, Lab, Radiology, etc.) to ensure changes are planned, assessed, prioritized, coordinated, scheduled, and communicated in a timely manner.
IT Change Management & Coordination (60%) - The Analyst will assist the IT Change Manager with day-to-day activities to manage and coordinate changes affecting UW Medicine ITS. Duties within this responsibility include:
Ensure changes are recorded and evaluated, and authorized changes are prioritized, planned, tested, coordinated, scheduled, communicated, implemented, documented, and reviewed in a controlled manner.
Review all changes to ensure compliance to process, procedures and policies.
Approve/Defer changes according to the change management process and procedures.
Chair CAB Meetings and all related board/team meetings.
Execute current standard operating procedures (SOPs) and update SOPs as required.
Conduct Post Implementation Review to understand change results, invoke appropriate actions to address unsuccessful changes, and close changes appropriately and in a timely manner. Closely work with IT staffs to ensure actions are completed in a timely manner.
Gather appropriate required info and prepare for internal and external audits.
May associate related CIs, incidents, and services to change request.
Provide status updates to Requester.
Communicate and facilitate collaboration and coordination effectively with all parties involved with the change.
Understand and ensure the process, procedures, work instructions, and required documentation and tools are used and/or followed.
Ensure all activities within each phase of the change are documented within the Change Log.
Monitor the change records in the ITSM and Change Schedule.
Update or provide information regarding changes, as required.
Utilize metrics and reporting to help drive improvement efforts and escalations.
Understand ITIL practices for Incident, Problem, Asset and Configuration Management and apply these practices as required.
Ensure reporting and information to Change Management and other processes are provided.
Ensure Change Management Key Performance Indicators are tracked and met.
Assist IT Change Manager in coordinating impact assessment, planning and authorization of RFCs (request for change) in cooperation with members of the CAB and ECAB.
Approve acceptable changes, after consideration of the advice given by the CAB or ECAB.
Ensure changes are added to the Change Schedule(s) and announcements are distributed.
Assist IT Change Manager in defining changing management program success metrics and report outcomes.
Track changes and take necessary actions to improve Change Management SLAs/KPIs.
Manage the ongoing IT change management process, monitor outcomes and adjust processes and procedures as necessary to ensure appropriate balance of cost, quality, and control.
Track change policy, process and procedure compliances and work to improve adherence.
Incident & Problem Managements (20%) - A key success factor to effectively managing changes is to be able to understand how Incident & Problem Management is interrelated to Change Management and perform tasks required to minimize incidents caused by changes. Following stabilization of IT Change Management re-engineering efforts, the Analyst position may contribute to the establishment of formal IT Incident and Problem Management Processes within the IT Services department. Duties may include:
Conduct daily incident meetings to review P1 and P2
Track incidents caused by changes and ensure necessary actions are taken to improve Incident and Change Management SLAs/KPIs. Follow the Escalation Process and escalate as required.
Assess impact on IT and business operations, monitor performance indicators that measure impact, and initiate activities to address incidents and problems as appropriate.
Provide status updates to IT Change Manager and other IT Leaders as required.
Assess metrics for continuous improvements.
Track incident and problem policy, process and procedure compliances and work to improve adherence.
Perform problem analysis, conduct root cause investigations, and manage corrective and preventative measures.
Analyze and report incident trend data to identify and eliminate root causes.
Initiate actions to fix potential interruptions to service identified during trending analysis of the IS infrastructure.
Prepare statistics and report to identify repeat incidents and manage issues through to resolution.
Facilitate and coordinate technical meetings.
Lead and facilitate post-mortem investigations.
Manage root cause analysis between technical teams.
Initiate actions to fix interruptions to service caused by errors/faults in the IS infrastructure.
Synthesize organizational lessons learned from the problem analysis and communicate lessons to leadership as appropriate.
Establish and manage a log of known problems across the department and establish integration between problem management and change management by cross-referencing changes and problems.
Asset & Configuration Management (10%) - A key success factor to effectively managing changes is to be able to understand how Asset & Configuration Management is interrelated to Change Management by associating assets and configuration items to systems and applications to perform impact analysis. Following stabilization of IT Change Management re-engineering efforts, the Analyst may contribute to the establishment of formal IT Asset and Configuration Management Processes within ITS. Duties may include:
Ensure Asset & Configuration Management Processes and Procedures are being adhered to.
Associate related CIs, incidents, and services to change request.
Project Management and Process Improvement (10%) - To effectively support change within the IT Services department, the Analyst will assist in the, and sometimes lead, initiatives to implement enhancements to IT change management processes and procedures. The project management duties include:
Assist in initiation and execution of process improvement activities.
Actively manage issues and risks associated with the projects being managed.
Manage scope, schedule, and budget (if applicable).
Communicate status to stakeholders and customers as appropriate.
Manage execution of the project and its tasks through implementation and completion.
What you’ll bring to the table: (minimum requirements)
Bachelor's degree in Information Systems, Computer Science, Business Administration, or related field, or equivalent combination of education/experience.
4+ years experience must include the following:
Possess ITIL v3 Foundation certification; if not currently certified, this certification must be achieved within six months of start date.
Possess Lean Six Sigma Green Belt certification; if not currently certified, this certification must be achieved within six months of start date.
Strong understanding of ITSM and ITIL best practices; proficient in applying ITIL/ITSM principles and concepts.
Must have strong people and relationship-building skills and have ability to work effectively and collaborate with customers, vendors, peers, supervisors, team members, etc.
Must be able to work at the conceptual strategic thinking level as well as the detailed, tactical execution of work product level.
Must have ability to work effectively in a team environment, including teams with a wide range of internal stakeholders and external partners.
Ability to identify issues and systematically resolve; generate options, analyze best course of action, follow-up with stakeholders and bring resolution.
Strong information systems technology process background.
The successful candidate will also have/be:
Skilled in people and business management.
Values consistent with those of UW Medicine's mission to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow's physicians, scientists, and other health professionals.
Excellent written and oral communication abilities as well as presentation skills, to articulate and translate complex issues into comprehensible ideas and concepts across organizational boundaries with both technical and non-technical staff.
Flexibility with proven ability to conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities.
Strong organizational, multitasking, and collaboration skills in various work environments including complex, matrix environments.
Proven ability to work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation and excellence.
Must be able to learn, understand, and apply new technologies.
Ideally, you’ll also have: (desired skills and experience)
Experience in an academic information technology environment.
Experience in a healthcare information technology environment.
Current/previous work experience with UW Medicine.
What are some of the other tidbits that you might want to know?
This is an Information Technology deadline-driven work environment.
The individual in this position is expected to work normal daytime hours. The majority of work is performed in an office environment during normal business hours; however, significant off-hours and weekends may be needed to resolve problems and respond to emergencies. This individual is expected to be available for emergencies (business continuity/disaster recovery efforts) on a 24x7 basis as needed.
Because of the physically separated sites for UW Medicine, this position requires the ability to travel to alternative work locations as needed.
Must coordinate projects without direct supervisory authority.
Must work within the constraints of multiple technical environments.
ITS provides services to all UW Medicine organizations – Harborview Medical Center, Northwest Hospital & Medical Center, Valley Medical Center, UW Medical Center, UW Neighborhood Clinics, UW Physicians, UW School of Medicine and Airlift Northwest. The individual in this position must learn many organizational structures and cultures and continually foster collaboration.
Ability to communicate clearly in English, both verbally and in writing.
This advertised job posting may not include the complete official job description for the role.
Appointment of the successful candidate to this position will be made contingent upon a satisfactory outcome of criminal background checks.
The application process for UW Medicine positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process (i.e. Work Authorization, Criminal Conviction History, Cover Letter and/or others). Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin applying for a position, all assessments must be completed at that time. Please note that your application shows up in our system as ready to review regardless of whether or not all assessments have been completed. If the assigned Recruiter happens to review applications prior to all of your assessments being completed, there is a chance you could be 'Not Selected' due to an incomplete application. For this reason, we strongly encourage all applicants to ensure there is plenty of time to complete all of the assessments prior to clicking on “Apply to this position”.
Who are we and what do we do? UW Medicine’s mission is to improve the health of the public by advancing medical knowledge, to provide outstanding primary and specialty care to the people of the region, and to prepare tomorrow’s physicians, scientists and other health professionals. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty.
Committed to attracting and retaining a diverse staff, your experiences, perspectives and unique identities will be honored at the University of Washington. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.
The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information. To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 / 206-543-6452 (tty) or click here to send an email.
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