I BELIEVE THAT BETTER CARE BEGINS AT HOME.
Compassionate care, uncompromising service and clinical excellence – that’s what our patients have come to expect from our clinicians. Kindred at Home, a division of Kindred Healthcare Inc., is the nation’s leading provider of comprehensive home health, hospice, and non-medical home care services.
Kindred at Home, and its affiliates, delivers compassionate, high-quality care to patients and clients in their homes or places of residence, including non-medical personal assistance, skilled nursing and rehabilitation and hospice and palliative care. Our caregivers focus on each unique patient to deliver the appropriate care and emotional support to our patients and their families.
The SENIOR ANALYST, IT SERVICE MANAGEMENT will serve as the process champion for each of the core functions within the ITIL framework and will also be responsible for driving the Incident and Problem Management processes through working with the appropriate cross-functional technical teams, both internally and externally; this includes, but is not limited to: driving high priority incident resolution efforts, root cause analyses, and problem remediation to ensure the delivery of a permanent fix and to implement corrective actions that will help to prevent similar incidents from occurring again in the future.
RESPONSIBILITIES:
- Incident Management
- Act as a major incident manager during critical incidents, crises, and other broadly impacting events.
- Manage incident bridge calls, facilitate incident chats with close to real time information, draft and send out timely communications, escalate to senior management and drive work-streams to mitigate an incident.
- Problem Management
- Partner with the Problem Manager to facilitate formal Root Cause Analysis (RCA) exercises as a result of critical incidents and initiating the Problem Management cycle.
- Record, coordinate, and report on progress of problem tasks from post incident reviews, and RCAs
- Develop and enrich restoration procedures to mitigate future outages and business disruptions.
- Communication and Collaboration
- Write timely and accurate executive style technical communications. Provide detailed notes of highly visible production issues on a timely basis to senior management.
- Partner with the communications manager to prepare and distribute executive communications to a global audience, with the expectation of providing accurate details of incidents and impact to the business.
- Collaborate with technology architecture, DevOps, and Infrastructure teams to identify the root cause for recurring incidents and to create remediation and action plans for resolution.
- Interact directly with IT leaders, managers and key stakeholders to proactively communicate status on active major incidents or problem investigations.
- Measuring and Reporting
- Define critical success factors and key performance indicators (KPI) for the processes.
- Assist ITSM process owners in establishing KPI’s / metrics and designing reporting.
- Track and analyze trends and generate statistical reports.
- Perform trend analysis to anticipate potential problems for proactive resolution.
- Process Engineering
- Partner with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organization.
- Work with IT leaders on implementing a continuous service improvement framework.
- IT Vendor Management
- Partner with the IT Vendor Management team to provide insight into issues related to vendor service delivery and overall performance.
- Provide service delivery performance reporting to the IT Vendor Management team for the Wipro and TCS vendors.
- Provide additional reporting and supporting information to the IT Vendor Management team for the monthly and quarterly vendor scorecard reviews
Required Skills
- Bachelor’s degree in information technology, computer science or related discipline, or equivalent experience
- Five years of technology experience, including “hands on” IT Service Management experience
- Experience working with cross-functional teams and staff of all levels, including managed service providers
- ITIL V3/4 CERTIFICATION - REQUIRED
- SIX SIGMA CERTIFICATION HIGHLY PREFERRED
- PROFICIENT UNDERSTANDING AND PRACTICAL EXPERIENCE WITH CSI (CONTINUAL SERVICE IMPROVEMENT) (REQUIRED)
- Expertise with Service Now preferred
- Experienced with Excel
- Familiarity with metrics, reporting and data analytics
- Flexibility and willingness to support a 24x7 operation and to be available after-hours, including being part of an on-call rotation as needed.
- Strong problem-solving skills and process oriented thinking
- Ability to prioritize and multi-task in a highly dynamic changing agile environment with tight deadlines
- Relationship building skills to work across a diverse organization, coordinate cross-functional technical teams and facilitate consensus across key IT personnel
- SUCCESSFUL TRACK RECORD LEADING LARGE-SCALE IT SERVICE MANAGEMENT INITIATIVES AND IMPLEMENTING ITIL FRAMEWORK (INCIDENT MANAGEMENT, PROBLEM MANAGEMENT, CHANGE MANAGEMENT, REQUEST FULFILMENT).
- Extensive experience using and supporting enterprise CRM and IT ticketing systems (Service Now)
- Collaborative team player - Should be able to establish solid working relationships with internal and external stakeholders
- Ability to work in a fast paced environment – Should be able to multi-task with proven follow-through and adherence to changing priorities and deadlines
- Ability to effectively articulate and present complex concepts and ideas to senior IT management, functional and business teams Performs as a team player willing to assume tasks regardless the size or responsibility.
Required Experience
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.
TO LEARN MORE, PLEASE CONTACT YOUR LOCAL RECRUITER AT (TOLL FREE) 855-KND-AT-HOME